• Improve customer service experience, create engaged customers, and facilitate growth • Take ownership of customers’ issues and follow problems through to resolution • Develop service procedures, policies, and standards • Counter Disputes that are placed on the payment gateway. • Keep accurate records and document customer service actions and discussions • Analyze statistics and compile accurate reports • Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment • Keep ahead of the industry’s developments and apply best practices to areas of improvement • Control resources and utilize assets to achieve qualitative and quantitative targets • Maintain an orderly workflow according to priorities

• Communicating with clients to understand their needs and explain product value. • Building relationships with clients based on trust and respect. • Collaborating with internal departments to facilitate client need fulfillment. • Collecting and analyzing data to learn more about consumer behavior. • Keeping accurate records pertaining to inventory and account notes. • Maintaining updated knowledge articles of company products and services. • Resolving complaints and preventing additional issues by improving processes.

• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service. • Generated flight reservations and issue boarding passes as well as airline tickets. • Handling transactions in a timely manner over sales, delayed or canceled flights. • Advanced knowledge of Visa requirements to different destinations. • Played a crucial role as an acting senior or the Row in Charge at Check-In Counters. • During my stay I worked together with the IT department in UI testing and automation of systems and streamlining the checking-to-boarding process thus improving customer satisfaction and a hassle-free environment.

• Devoted special emphasis to punctuality and worked to maintain an outstanding attendance record, consistently arriving to work ready to start immediately. • Managed a high-volume workload within a deadline-driven environment. • Became the lead go-to person for new recruits and training of new employees in the department. • Completed voluntary training to learn ways to enhance internal and external customer satisfaction and improve productivity. • Worked in areas such as Data Management Unit, Remote Deposit Corrections, Internet Banking, Documentary Credit Advising, and KYCC.

• Effectively communicated with customers about products or services and potential upgrades. • Contributed to the company achieving and holding industry-leading customer service ratings. • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores. • Adhered to company policies and scripts to consistently achieve call-time and quality standards. • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service. • Enhanced productivity by staying on top of call scripts and maintaining control over the direction of conversations.