Experience

Deel

• United States
• Human Resources Services
• 700 & Above Employee

• Customer Support Specialist

  • Jan 2022 - Present

  - Holding high levels of professionalism and Deel product knowledge - Using a consultative and empathetic approach in delivering customer support resulting in positive customer experience. - Efficiently work through tickets via chat, email, and social media channels - Demonstrate strong ownership in issue resolution by providing the best efforts to investigate, share knowledge, and communicate clearly with all customers - Continually learn the Deel platform, keeping up to date with product features and changes - Open communication with internal team members and business operations to help optimize and support workflows - Managing service desks escalations via JIRA to make sure that our user's needs and concerns are taken care of. - Delivering world-class customer support - Specialize in different account topics and become a subject matter expert



Majorel

• Luxembourg
• Outsourcing/Offshoring
• 700 & Above Employee

• Solution Coach

  • May 2021 - Dec 2021

  - Support the performance of audits and monitoring of CSRs to ensure compliance with previously established service quality criteria.- Detect training needs and improvement areas for CSR’s.- Make individual feedback meetings with the CSR’s in follow-up to comment and show them what they should improve in their telephone procedures.- Attend and participate in training plans that are established in the company for recycling and development.- Support the preparation of reports on the quantitative aspects of CSR monitoring for analysis.- Prepare manuals, content, and training plans about the market and update existing ones by selecting real examples (monitoring) for use in training activities.

• Customer Support Specialist

  • Nov 2020 - May 2021

  - Responding promptly and professionally to incoming customer inquiries by telephone, emails or live chat- Maintaining an updated knowledge of the organization's products, services, and customer service policies- Documenting customer interactions when necessary, compiling documents and forwarding information to interested parties- Explaining simply and clearly in response to customer questions and checking for customer understanding and acceptance.- Handle data with care as required by the GDPRs.



MFS Technologies Limited

• Kenya
• Financial Services
• 1 - 100 Employee

• Customer Contact Representative

  • Aug 2018 - Mar 2020

  - Answering incoming calls, converting inquiries into sales, and making outbound calls to advise current or prospective consumers. - Developing and achieving challenging personal and team goals - Identifying the most effective ways to assist clients. - Client orders are processed, and products are up-sold based on detected customer needs. - Maintaining high-quality service by adhering to company policies. - As needed, contribute to the team effort by achieving related achievements. - Being the customer's first point of contact.