Customer Service Representative
November 2012 — Present
• Handle customer inquiries, complaints and campaigns.
• Being a Hybrid, I have knowledge in product and process of both Accounts and Credit Cards.
• Escalate the known & unknown issues to the Team Leader or Escalation Desk.
• Calm angry callers, repair trust and log service requests for problem resolution.
• Briefing about the 5 parameters for the individual & team KPI scores, Ideas & Issues and Daily updates during the Daily Huddle sessions.
• Make sure Service Requests are taken under the correct parameters in order to achieve satisfactory monthly KPI scores and for a speedy resolution on the customer’s issue.
• Worked on the Repeated Callers Project – captured the reasons for high number of repeated calls in a specific short period of time.
• Resolved the unresolved SRs by coordinating with the concerned dept. and prepared weekly reports in slides while on Repeated Callers Project.