A skilled and effective customer service professional with over 10 years experience. Proven track record in resolving and reducing customer complaints and meeting customer service level agreements. Competently implemented new CRM software system and trained staff to maximize the benefits of technology to achieve excellent customer satisfaction levels. Responsible for successful strategic initiatives to improve team productivity and cutomer retention and satisfaction.
Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints
Prepares reports by collecting, analyzing, and summarizing information.
Maintains quality service by establishing and enforcing organization standards.
Contributes to team effort by accomplishing related results as needed.
Determining quality, and customer-service strategies; designing systems; accumulating resources; resolving problems; implementing change.
Protects assets by establishing compliance standards; anticipating emerging compliance trends; designing improvements to internal control structure. Development of testing strategies to guarantee the most efficient approach for the organization and its customers.
Work closely with SLA (Service-level agreement) department to help increase client lifetime value.
Ensuring timely submission of performance reports of all support departments to senior management
Coordination with different departments for complaint resolutions.
Recording performance of departments related with client services.
Finding loop holes in company's operational processes and making SOPs to close them.
Wide Knowledge of TIS software and T&A devices
Follow ups and tracking for customer.
Monitoring customer request value time to time for specific complaints or request in order to manage services accordingly.
Minimizing first response time to ensure timely response to customer queries and closely monitoring average response time to improve it.
Recording Non-Compliance and failures of departments during handling cases.
Keeping check and balance of field staff's daily activities.
Ensuring consistency of after sales services standards.
Conduct customer surveys for company's services and taking corrective actions to improve on highlighted deficiencies,
Handling of critical cases to retain and satisfied customer to provide quality/timely service.
Complain handling of all type of T&A device (All New & old Versions) and middleware’s. · Complain handling of Reporting Software’s (All Version). · Prepares reports by collecting, analyzing, and summarizing information. · Maintains quality service by establishing and enforcing organization standards. · Contributes to team effort by accomplishing related results as needed. · Determining quality, and customer-service strategies; designing systems; accumulating resources; resolving problems; implementing change. · Protects assets by establishing compliance standards; anticipating emerging compliance trends; designing improvements to internal control structure. · Provide prompt response to clients via emails and calls for their complains queries.
Pre-Engineering
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