Customer Service Supervisor

• Jul 2018 - Present

• Trained and supervised a team of 12 customer service representatives. This helped to ensure that proper work ethics and professionalism were transferred thereby improving the quality of service delivery by 30 percent.• Designed and formulated performance evaluation techniques by setting key performance indicators. This helped to introduce target benchmarks for team members and increase the quality of service delivery.• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.• Resolved product or service problems by clarifying customer complaints, determining the cause of the problem, and selecting the best solution to solve the problem.• Evaluated customer service staff performance and provided constructive feedback.• Prepare monthly reports by collecting and analyzing customer information and providing recommendations. Show less

Customer Service Representative

• Apr 2016 - Jun 2018

Professionally handling all incoming customer queries and ensure they are resolved promptly and thoroughly.Provide information about the Company's products and services.Provide timely feedback to the supervisor regarding service failures or Customer concerns.Document all call interaction with Customer on the call log.Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.Identify and escalate Customers grievances and unresolved queries to designated departments for further action. Show less

National youth service corps

• 2014 - 2015