I am interested to apply as a Customer Service Representative. I have been working on this field for almost 13 years with clients from the US, Australia and New Zealand.
Accounts handled: Mortgage, Home Equity, Health Care, Property Insurance, Cable, Internet, Phone, Mobile and Home Security
Skills:
a. Team management- coaching, mentoring, counselling, payroll processing, performance review
b. Recruitment - conducting screening both for initial or final interviews
c. Training and Subject Matter Expert -
d. Auditing - conduct call listening or audit processed transactions if these were adhering to the process
e. Reporting - generate reports for inventory management, performance review daily, weekly and monthly for the site, and publish score cards to the team, tracking deliverable required by the clients
f. Inbound, outbound, chat, e-mail - answer customers/clients inquiries regarding their account
g. Complaints/Disputes/Escalation - answer complaints or escalated concerns by the onshore counterparts, clients, and agents via chat, email and phone
h. Performance Management - manage the site's performance, monitor performance ensuring requirements of the clients are meet.
i. Customer Experience - manage teams that were exceeding and meeting surveys like CSR, FCR, and NPS.
j. Process Improvement - actively participated in updating the process, creating SOPs, generate ideas for process improvement, and identifying process gaps