Virtual assistant, Customer Service, Team Leader, SalesVirtual assistant, Customer Service, Team Leader, Sales

Key Achievements:

Data Entry Bookkeeping Order reconciliation

Key Achievements:

Proficient in the pivotal tasks of quote requesting and vendor estimate preparation. Liaising with vendors to procure accurate quotes, demonstrating a keen understanding of budgetary requirements and project specifications. Meticulously analyze vendor proposals to compile comprehensive estimates, ensuring precision and competitiveness. Effectively navigate negotiations and maintain positive vendor relationships, contributing to strategic cost management and project success.

Key Achievements:

Order processing, tracking orders, filing claims, and refunds Check and maintain inventory status Processing returns and exchanges

Key Achievements:

Represent the company and client in a professional manner Adhere to local call centre processes and accurately capture workload Manages and motivates the team members; creates a productive and friendly work environment Accountable for team performance/KPIs Monitor and enhance the performance of the team in areas of productivity, process adherence, customer satisfaction, and schedule adherence. Contribute to quality framework by providing regular 360-degree coaching feedback sessions to the team members that focus on improving all KPIs, including customer satisfaction and accuracy

Key Achievements:

Leading and managing continuous improvement and ways of working to improve efficiency, Executing, managing and monitoring team performance and progress to achieve KPI’s and targets across all channels, optimizing the customer experience. Cascading and engaging team leaders on contact centre plans and focus, ensuring full understanding to optimize the customer experience and contact strategies. Managing and monitoring costs such as overtime in line with agreed budgets, ensuring that exceptions have the appropriate sign off and agreements in place. Monitoring and managing the attendance levels of the teams, ensuring that all relevant return to work interviews and documents are completed, taking appropriate and timely action. Ensuring teams adhere to the policies, standards and procedures associated with the contact centre strategy, delivering the right customer outcomes in line with processes, procedures and standards.

Key Achievements:

Managing and monitoring advisor and team performance to deliver KPIs, targets, quality standards and outcomes. Monitoring and reviewing team performance, providing effective and timely feedback, implementing corrective actions to bridge any performance gaps. Proactively reviewing processes and procedures to find ways of streamlining and improving effectiveness and efficiencies. Putting continuous improvement as part of team meetings to encourage input from the team on ideas and suggestions. Managing and developing the performance and potential of the team.

Key Achievements:

Responding promptly to customer inquires Communicating with customers through various channels Acknowledging and resolving customer issues and complaints Processing payments, forms, applications, and requests Sell products and place customer orders onto the system. Identify and escalate risks and incidents to supervisors/management Provide product and service information to customers Help customer with basic troubleshooting if necessary Regularly checking all the updates and clarification to ensure 100% customer satisfaction. Route calls to appropriate resources / department.