Customer Service Specialist, Team LeaderCustomer Service Specialist, Team Leader

Key Achievements:

*Increased sales targets by developing and maintaining strong relationships with new and existing customers. *Built positive relationships with customers through proactive follow up after each interaction. *Monitored incoming customer calls, providing prompt responses to inquiries. *Addressed customer queries, delivering accurate information on product specifications and uses. *Updated internal databases to enhance tracking of customer interactions.

Key Achievements:

*Supervised a team of 20-25 customer service agents supporting telecommunications clients across mobile, internet, and technical services. * Managed daily workflow of customer inquiries and requests by delegating tasks appropriately among team members. * Managed daily workflow of customer inquiries and requests by delegating tasks appropriately among team members. * Compiled reports on team performance metrics for senior management review, highlighting key trends and areas for improvement. *Guided and mentored junior staff on professional growth opportunities, fostering skill development and career advancement. *Recognized outstanding employee performance through rewards programs. *Held regular team meetings to discuss progress toward goals and address any challenges or concerns.

Key Achievements:

*Collaborate with Quality Analysts and Team Leaders to identify trends and provide solutions for process gaps. *Served as the primary escalation point for complex concerns in sales, telecommunications services, and technical troubleshooting, supporting agents in real time. *Delivered training on product knowledge, telco systems (e.g., mobile plans, internet services), technical processes, and customer experience best practices. *Supported the team in meeting critical KPIs including Sales Conversion Rate, CSAT, FCR, and Average Handle Time (AHT). *Played a key role in onboarding new hires by leading mock calls, calibration sessions, and product refreshers to ensure operational readiness.

Key Achievements:

*Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention *Built rapport with customers through courteous and professional communications. *Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. *Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts *Enhanced customer satisfaction by promptly addressing concerns and providing accurate information

Key Achievements:

*Collected large volumes of high-accuracy data to support research objectives. *Coordinated research findings from external researchers and laboratories, enhancing outcome validity and expanding project influence. *Maintained accurate records of all research activities and generated weekly progress reports. *Analyzed survey responses and identified key themes that could be used for further exploration. *Demonstrated strong communication skills when presenting research results to stakeholders at all levels of the organization