Marya Juli
QUALITY ANALYST & CUSTOMER SUPPORT | VOICE • NON-VOICE | BPO SPECIALIST
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About
Customer-focused professional with 2 years of experience in Quality Assurance, Customer Service, and Telecom Voice Operations, skilled in communication, problem-solving, and documentation. Passionate about delivering excellent customer experiences and contributing to the tourism and travel industry through adaptability and service excellence.
Experience
QUALITY ANALYST - Cameo corporate services
(2024-12)
Performed quality audits, monitored customer interactions, and supported process improvements to enhance service quality and customer satisfaction.
- Conducted call audits, monitored quality standards, and provided feedback to improve agent performance and customer service.
- Prepared quality reports, tracked KPIs, ensured compliance, and collaborated with teams to drive continuous process improvement and customer satisfaction.
TELECALLER - Cameo corporate services
(2024-08 - 2024-12)
Handled customer collection calls, resolved payment-related queries, negotiated repayments, and maintained positive customer relationships while achieving collection targets.
- Contacted customers regarding outstanding payments, negotiated repayment plans, and ensured timely collections while maintaining a professional and customer-focused approach.
- Resolved customer queries, updated account records, complied with company policies, and consistently met collection and service quality targets.
CUSTOMER SUPPORT ASSOCIATE - Cox and kings limited
(2021-01 - 2022-02)
Assisted customers with travel planning, flight and hotel bookings, and holiday package enquiries while providing accurate travel information and guidance.
- Delivered excellent customer service by resolving enquiries, maintaining booking records, and ensuring a smooth and positive travel experience.
- Consistently met collection and service quality targets.
- Maintained high customer satisfaction through effective issue resolution.
- Recognized for professionalism and adherence to quality standards.
- Successfully managed customer interactions in a target-driven environment.
Education
B.SC. - TOURISM & HOSPITALITY MANAGEMENT - Annai Fatima College of Arts and Science (2017 - 2020)
