Accounts, Billings, Sales

• Dec 2021 - Present

Accounts and billings, Sales Accounts and billings, Sales

Accounts, Billings, Sales

• Dec 2021 - Present

Accounts and billings, Sales Accounts and billings, Sales

• Aug 2018 - Dec 2021

Responsible for supervising daily customer support activities within myteam; working on projects and interfacing directly with developers andother team members to help them to identify and resolve issues.Duties● Establish and improve processes related to customer relations,service delivery and document processing resulting in greaterorganization and tracking.● Assisted the development team to successfully launch virtualgames (Lucky 6, Electronic games) during the COVID-19 lock-downperiod, to keep customers engaged on the website.● Lowest customer turnover ratio in 2020.● Reduced customer response time by 80% withimplementation of effective customer servicetechnology.● Received an average of 90% customer satisfaction rating over 2years, by reviewing call center standards with employeesperiodically. Show less

• Nov 2013 - Jul 2018

● Resolved an average of 300 inquiries in any given week andconsistently met performance benchmarks in all areas (speed,accuracy and volume).● Provided basic technical support for clients on a wide range ofcompany products, resolving issues at an 85% increase rate.● Processed customer account changes, responded to customerbilling inquiries, and assisted customers in updating billinginformation on a daily basis.● Kept records of customer interactions and transactions, recordeddetails of inquiries, complaints, comments, and actions taken.● Helped to resolve a recurring service complaint by analysingreports and identifying a major process bottleneck which led to a90% reduction in the number of tickets for this specificissue. Show less

Retention Specialist

• Aug 2021 - Oct 2021