FARIDA MLIGITE

• Close monitoring of call center agents and ensuring customers are served well
• Regular training and calibration of the call center team to ensure customer satisfaction
• Making sure Average Handle Time(AHT) taken in a call is maintained
• Active spot checks on calls and ensuring the team delivers correct feedback to the clients while on call.
• Collaborated with other departments to resolve complex customer issues, ensuring overall company success and client satisfaction.
• Served as an escalation point for challenging customer situations, resolving conflicts professionally while preserving strong client relationships.
• Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.

Achievements

• Trained 100% team members on quality assurance principles, fostering a culture of accountability and high performance.
• Investigated customer complaints and performed corrective actions to resolve quality issues.
• Conducted risk assessments to identify and mitigate potential quality issues.
• Reduced defects in products by conducting thorough inspections and identifying areas for improvement.
• Improved customer satisfaction ratings through meticulous attention to detail and consistent quality control measures.

• Receiving approximately a number of 60vcustomer's calls per day and providing significant solutions
• Calling a number of 50 customer in regards to Sun king products
• Provide relevant information to customers
• Providing reliable solutions to customer's query.

Achievements

• Actively listened to customers'' feedback and communicated their needs to the management team, leading to targeted improvements.
• Managed customer relations on ongoing basis to maximize customer retention.
• Made customers aware of current and new programs and services.
• Created activities and engagements to enhance customer experience, knowledge, and patronage.

• Managed high call volumes while maintaining a professional demeanor and accurate recordkeeping.
• Provided exceptional customer service throughout the entire booking process, leading to positive reviews and referrals.
• Ensured accurate client information was entered into the reservation system quickly and error-free, reducing data-entry mistakes.
• Supported marketing efforts by promoting special offers or packages during the booking process.
• Helped customers make accommodations to fit needs by suggesting different amenities and packages for individual circumstances.

Achievements

• Converted inbound calls into sales 80% of time.
• Provided customers with information about availability and pricing.
• Assisted guests with special requests or accommodations, ensuring a personalized experience for each stay.
• Maintained strong relationships with clients, ensuring repeat business and loyalty.
• Enhanced customer satisfaction by efficiently managing reservation inquiries and bookings.
• Handled billing information over phone.

• Opening 10 new customer's accounts daily
• Selling banking products
• Attending day to day customers.

• Keeping 100% records of files and documents
• Receiving and assisting visitors
• Providing significant help to visitors.