Country Pay-Go Programs Manager

• Aug 2021 - Present

1. Customer Engagement Management - Call Center Operations and Automations - Field Queries Resolutions 2. Paygo Payments, Automations and Collections Platform Management 3. Testing of payments channel and approval for go-live 4. Management and training of the agents’ network 5. Sales support 6. Engagement with external partners and Customers 7. Logistics and Supply Operations Management 8. Project Management 1. Customer Engagement Management - Call Center Operations and Automations - Field Queries Resolutions 2. Paygo Payments, Automations and Collections Platform Management 3. Testing of payments channel and approval for go-live 4. Management and training of the agents’ network 5. Sales support 6. Engagement with external partners and Customers 7. Logistics and Supply Operations Management 8. Project Management

Quality Assurance Specialist

• Jan 2021 - Jul 2021

Training and Onboarding of old and new agents Quality Assessment of ProductsQuality Assurance through Contact Center Staff Monitoring/AuditsConduction of Monthly Product Knowledge quizPayGo Monitoring Compliance enforcement Conduction and Reporting of Voice of Business / Voice of Customers AnalysisProcess and Back-end ChecksTraining and On- boarding of New Contact Center Staff

Bilingual Customer Support Specialist

• Dec 2019 - Jan 2021

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolutionMaintain financial accounts by processing customer adjustmentsRecommend potential products or services to management by collecting customer information and analyzing customer needsPrepare product or service reports by collecting and analyzing customer informationContribute to team effort by accomplishing related results as neededMeet personal/team sales targets and call handling quotasHandle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensureresolutionKeep records of customer interactions, process customer accounts and file documentsResolve customer complaints via phone, email, mail or social mediaUse telephones to reach out to customers and verify account informationGreet customers warmly and ascertain problem or reason for callingCancel or upgrade accountsAssist with placement of orders, refunds, or exchangesAdvise on company informationAnswer questions about warranties or terms of saleAct as the company gatekeeperSuggest solutions when a product malfunctionsInform customer of deals and promotionsUtilize computer technology to handle high call volumesWork with customer service manager to ensure proper customer service is being deliveredClose out or open call recordsCompile reports on overall customer satisfactionHandle changes in policies or renewalsResolve customer complaints via phone, email, mail or social media Show less

Bilingual Customer Support/Telemarketing Specialist

• Jan 2019 - Dec 2019

-Render services and support to customer through various means  Contact customers by telephone to sell the Banks products and services  Explain the Banks products and services to potential customers over the Telephone  Obtain Customers information including names and addresses  Conduct Customer and Marketing Survey  Deliver multiple Telemarketing campaigns, ensuring programs are delivered in a timely manner.  Contact Customer to follow up on initial interactions  Serve as a primary point of contact to target/potential customers – engaging at Middle Management levels.  Any other duties as instructed by Line Manager Show less

Bilingual Customer Service Representative

• Mar 2018 - Dec 2018

Customer Care Executive

• Jan 2018 - Dec 2018

CORPERS LIASON OFFICER

• Jan 2017 - Dec 2017

Senator

• Jan 2012 - Jun 2015

Internship Trainee

• May 2013 - Dec 2013

Technological Laboratory Quality Assurance Process Water Analysis Packaging Analysis Brewing Operation Grain Entry Analysis Technological Laboratory Quality Assurance Process Water Analysis Packaging Analysis Brewing Operation Grain Entry Analysis