Raphael Anton Francis

• Handle customer inquiries and complaints: Respond to inquiries via phone, email, or in-person, resolving issues promptly and efficiently.
• Migrating clients in all digital channels(Online and mobile banking)
• Supporting business by providing referrals on loan, bank insurance and providing statement to clients

Achievements

• providing referrals and cross selling leads on product offered such as loans, Bancaassurance and different type of Account. Whereby results in increasing Bank revenue.
• Managed to channel clients to the use of digital platforms such as Mobile banking, and Internet Banking allowing clients to have self service on the products offered.
• Consistently exceeded customer satisfaction targets, achieving an average customer satisfaction score of 80% and recognized as Agent of a month for outstanding service,and positive attitude.

▪ Handling service & sales inquiries through phone call : ▪ Performing cross selling of bank products like, accounts cards and loans to support business.

• Service recovery - turn a complaint/unhappy customer into a loyal satisfied customer with professional and empathetic service recovery

• Handling queries and enquiries that clients channel via social media.

Achievements

I built strong rapport with clients, resulting to positive customer feedback scores. Managed to turn unhappy clients to happy by performing callback seeking for feedback and areas of improvements on product and services offered as to Improve customer Experience.