About the Candidate
· Over 8 years of experience as a Client Service Advisor, including over 3 years of experience as an analyst in merchant operation management
· MBA in HR and Finance and Bachelor Degree in Commerce
· Proven expertise in Microsoft Office including Word, Excel, PowerPoint and Outlook
· Demonstrated ability to maintain client data and documents on company’s CRM software and analyze the data on monthly basis to generate reports
· Automated 6 manual processes in collaboration with software development team in a 2 month period
· Strong commitment to excellent customer service and ability to work with customers to resolve issues in an amicable and prompt manner
· Resolved 300+ weekly customer inquiries via phone and email, consistently exceeding targets
· Served an average of 250+ high profile clients in any given week and consistently met benchmarks by applying sales’ strategies
· Pioneered development of improved system for following up with unsatisfied customers, reducing customer churn by 6%
· Mentored 4 new employees monthly on process and tools; such as Sales Force, MCC, TransUnion
· Documented customer interactions and reduced on-boarding time by 15% when new customer service representatives interact with customers
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