- Provide operations & administrative support to Operations Managers, Client Service Manager & Team Managers
- Audit calls to ensure call quality & compliance
- Develop training material & How-to guide on the systems & tools for both agents & Operations
- Create Weekly client reports & upload to client's SharePoint
- Provided customers with information and assistance via phone providing clear and accurate information regarding company services, billing and retention.
- Maximized revenue generating opportunities through up-selling and cross-selling to existing customers
- Documented customer queries by recording each customer’s query or concern and the resolution or recommendation provided
- Activated/adjusted accounts for customers on the subject service/credit extensions, re-connections, change of services, enabling/disabling subscriptions, upgrading/downgrading package etc.
- Assisted the process for installation of new service.