Jessica - Escalations Agent (First Hand Supervisor)

Demonstrated experience with Researching.

Demonstrated experience with Microsoft Suite.

Demonstrated experience with Organizational skills.

Demonstrated experience with Creativity.

Demonstrated experience with Problem-Solving skills.

Acting as first hand supervisor to assist customers when customer service agents are unable to provide the needed supports, by ensuring the customers issues are addressed effectively and efficiently.. Handling of escalations calls to give customers the outmost support and satisfaction for them to better understand their contracts and also ensure they keep their business with the company.. Improve customer satisfaction by providing expert support and resolving complex issues.. Working hand in hand with management to ensure that the projects metrics and key performance indicators are aligned and met accurately.. Educating service agents on the key aspects of the project and how to improve on their customer relations.

Communicating with customers and providing adequate services and support to meet their needs and requests.. Educating members on how their warranties work and assisting them setup the required accounts by taking clients through step by step procedures.. Acting as a positive ambassador for the company and an intermediary by having a fair idea of all products knowledge, consistently assuring and satisfying customers needs as a means of rapport building, fostering trust and confidence in the brand.. Managing of multichannel interactions including voice calls, emails to ensure consistent customer experience.

Handling of client’s complaints, report and providing accurate feedback in a timely and organized way by demonstrating strong analytical and problem solving skills which improved customer experience and operational efficiency.. Managing of multichannel interactions including voice calls, emails to ensure consistent customer experience.. Liaising with team leader and quality assurance team to ensure timely and accurate delivery of product knowledge for clients.. Consistently met the KPIs (Key Performance Indicators) of the project, contributing to the success of the team and the company.. Acted as a positive ambassador for the company by having a fair idea of all products knowledge, consistently assuring and satisfying customers needs as a means of rapport building, fostering trust and confidence in the brand.

Making the company visible on social media including, snapchat, TikTok, Instagram and Facebook.. Creating of Standard procedures for the workers of the company and taking them through training.. Distribution of cosmetic product to client upon request.

Typing and distribution of letters. Notifies Company personnel of visitors’ arrival.. Keeping a safe and clean reception area always.. Arranging all items at appropriate locations.

Drafted professional letters, memos for the department and those that were issued to clients of the organisation.. Worked with senior management to meet customers’ needs and demands.. Helped the Authority reach its 2019 target by embarking on a compliance exercise with the department.. Requisitioned office supplies.. Met clients of the organisation and provided friendly and effective assistance.

Wrote and edited news stories and narrations for broadcasting (Radio Ghana).. Liaised with newsroom colleagues to determine effective stories and materials by establishing and maintaining positive working relationship.