Subject Matter Expert at WNS Global PTY LTD (2024-08 – Present)
- Support agents on the floor
- Help with difficult or complex customer queries
- Provide real-time guidance during calls
- Train new hires on processes, systems, and policies
- Coach existing agents to improve performance
- Know policies, workflows, and tools inside out
- Ensure everyone follows the correct process and standards
- Step in when an issue cannot be resolved by a normal agent
- Provide accurate solutions quickly
- Identify errors or gaps in processes
- Suggest improvements to make operations more efficient
- Keep the team updated on changes
- Maintain and share important information or updates
Customer Service advisor US (CSU/PSU) at EXL Pty Ltd (2023-10 – 2024-08)
- First line of contact for clients and financial advisors
- Upskilled to interact with financial professionals
- Queries related to life insurance Policies
- Conflict resolution
- Troubleshooting technical issues related to online application
- Providing information related to the product
- Delivery good customer service experience
- Assisted customers with loans, cash surrender and withdrawal against policies
- Assisted financial professionals with inquires related to mutual clients life insurance policies
Sales advisor/Lead generator at EXL Pty Ltd (2023-07 – 2023-10)
- Lead generation for Assurance (Prudential)
- Rapport building with shoppers
- Transferring shoppers to Sales advisor
- Working with various types of insurance
Sales agent/Lead generator at Sell Direct Marketing (2023-08 – 2023-07)
- Lead generation for Telkom Retentions
- Marketing
- Build Rapport with clientele
- Objections handling
- Team Leader program
Fiber Specialist at Real Promotions (2021-01 – 2021-03)
Product Specialist at Verimark (2022-05 – 2022-08)
- Sale Representative
- Merchandising
- Stocktaking
