Jenny Limbu

Collates data from audited calls/emails and generates weekly and monthly reports, Reports directly to the Quality Analyst Manager regarding audits and agents’ quality score, Meets the required number of audits, Provides accurate judgement on audits, Sends critical call/email notifications and tracks sanctions, Provides feedback and recommendation to agents on their evaluations, Attends weekly and monthly meetings with the Clients and Operations Team, Attends triad coaching sessions with Team Leaders, Attends administrative hearings and deliberations on escalations, Reports agent and call/email trends to QA Manager, Attends and facilitates calibration sessions, Sends calibration minutes and variance report, Asked to take in calls and process emails as business requires, Monitors agents performance and behavior as per client’s standards and for reporting purposes, Conducts QA talks for new hires.

Identifies and assess customers’ needs to achieve satisfaction via telephone or email support, Guarantee customer satisfaction by professional technical assistance standards related to costs, service quality and quickness, Act as first-line troubleshooting and timely escalation to meet customer SLA’s, Resolves product or service problems by clarifying the customer’s complaint; selecting and explaining the best solution to solve the problem; following up to ensure resolution, Entice customers by providing appropriate rebuttals and additional benefits based on company’s retention offer grid, Initiates up sell for additional products and services based on customers’ needs, Recommends potential products or services based on customers’ needs & Update the status of each customer records and maintain all customer interactions in the CRM database

Provides proper guidance and step-by-step method to ensure that clients have a complete understanding of the visa application process, Provides expert advice and immigration assistance, Prepare all fee quotes and any information required by clients, colleagues or authorities, Assessments, assistance and documentation to process visa, Review the candidate's profile in depth and make necessary modifications, which minimizes rejections, Interview all clients and deal with all applications face to face and by post to ensure that the client is suitable, Ensuring that all of the information provided by the client is accurate and correct, preparing and checking all legal documents, Submitting result reports such as daily call reports, weekly work plans and making recommendations to management, Taking full responsibility of all Immigration issues and operations, remaining up to date with any changes to legislation, Maintain strong working relationships with all clients and colleagues.

Counsel students regarding the study abroad programs, courses, colleges, universities and countries like UK, Canada, Australia, New Zealand and USA, Advise students on application procedures and visa applications, Helping students to prepare for admissions applications and tests (IELTS, TOEFL, etc.), Share in detail about the course for abroad Education i.e. for Diploma, Bachelor’s and Masters (all stream), Providing students with materials related to a career of their choice or career counseling to suit their skills, Stay updated about the various study abroad programs offered by College/Universities and use the knowledge in helping students, Follow-up on students for document requirements via call/email, Responsible for timely reporting to the Manager.