Dedicated customer service professional with over 5 years of experience in inbound and outbound support, travel reservations, and communication management. Skilled in handling complex inquiries, ensuring compliance, and delivering exceptional service.
Exceptional ability to manage customer interactions, resolve issues, and ensure high customer satisfaction.
Effective communicator skilled in handling diverse customer needs across multiple channels.
Proficient in Microsoft Office, Slack, Zoom, Cisco, Citrix, NICE, and other support tools.
Efficiently manages high-volume workloads, ensuring timely responses and task completion.
Konecta Group ( Bespoke International )
Manage the general email box/ that receives over 200 emails weekly.. Answer more than 40 calls in one shift, ensuring that General Data Protection Regulations are adhered to with every customer interaction.. Maintain, update & organise over 1000 company files both digitally & physically.. Tackle ad-hoc projects such as employee engagement initiatives & team skilling sessions.. Ensure all customer interactions compile with data protection and privacy policies.. Conduct financial assessments for customers with outstanding balances, providing appropriate support, guidance, and payment solutions.. Identify customer dissatisfaction and escalate concerns through formal complaint processes in line with regulatory requirements.. Deliver clear and customer-focused explanations regarding billing, pricing structures, service options, and available support programmes.. Log, monitor, and follow up on customer service requests, coordinating with internal teams and external stakeholders to ensure timely resolution.. Refer customers experiencing financial difficulty to approved support organisations, ensuring appropriate care and safeguarding measures were in place.. Schedule and manage service-related appointments, by actioning outbound calls to maintain relationships with third-parties & resolve scheduling conflicts.. Utilise internal systems and databases to verify customer information, service history, and account details with a high level of accuracy.
CCI Group
Managed a high volume of inbound calls daily, managed & scheduled flight reservations, itinerary changes, and general travel enquiries in a timely and efficient manner.. Accurately captured and updated customer information while navigating airline reservation systems and internal software with speed and confidence.. Demonstrated strong multitasking abilities, handling live calls while browsing multiple systems, inputting data, and relaying accurate travel information.
National Senior Certificate
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CCI Group
Served as the first point of contact for customers, providing accurate support, guidance, and issue resolution across multiple service channels.. Handled an average of 50 inbound and outbound calls per day, responding to broadband product and service enquiries for UK-based customers.. Processed customer orders, prepared service-related correspondence, and fulfilled requests.. Consistently prioritised First Call Resolution (FCR) and reduction of aged requests while meeting performance targets and quality standards.
