Marya Juli

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.

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.

B.SC. - TOURISM & HOSPITALITY MANAGEMENT - Annai Fatima College of Arts and Science (2017 - 2020)