Administrative & Client Support SpecialistAdministrative & Client Support Specialist

Key Achievements:

Managed client and remote contractor relationships, serving as the primary point of contact for concerns, escalations, and service-related issues. Supported client and contractor onboarding, ensuring clear expectations, proper documentation, and smooth transitions. Maintained a 95% client retention KPI while monitoring client satisfaction, attendance, response times, and service quality. Resolved conflicts and performance concerns through effective communication, coordination, and service recovery. Collaborated with internal departments, including Operations, Accounts, and Compliance, to address concerns and ensure timely resolutions. Monitored compliance requirements, maintained accurate records, and ensured adherence to company policies and service standards. Mentored junior Client Relations Executives and provided guidance on client management, escalation handling, and process compliance. Conducted regular client and contractor follow-ups to identify concerns, strengthen relationships, and support long-term partnerships.

Key Achievements:

• Using social media marketing tools to create and maintain the company's brand • Analysing the company's digital marketing plan and social media strategy. Identifying strategic weaknesses and making recommendations for improvement • Crafting compelling content • Analyzing running campaigns

Key Achievements:

• Manages and oversees a team of call centre agents • Motivates and supportsagents through feedbackand communication • Measures KPl's like inbound calls, call waiting and abandonment • Preparing bi-monthly, monthly,quarterly and annualperformance reports • Creates targets and goal for improvement • Improves quality of results by recommending changes • Meeting with clients to discuss agent'sperformance and discussing action plans for improvement

Key Achievements:

• Guiding less experienced agents and drivingproductivity in reachingset targets • Taking Supervisor calls • In-charge of collectinginformation to maintaintraining materials • Preparing performance reports

Key Achievements:

• Sell transportation and accommodation to individuals and group planningtrips • Work with customers to determine their traveling needs • Guide clients on the appropriate styles of travel transportation, travel dates, costs, and accommodations • Meet sales target • In-depth knowledge of domestic and foreign travel destinations • Excellent sales and interpersonal skills