Customer Resolution Advisor
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Strong willed, love being challenged and a team player.
Customer Resolutions Advisor: 17 August 2022 to date
Gatekeeping for all complaints that cannot be closed on day 0
Attention to detail to spot error/failures for complaints that were raised correct them and give feedback.
Ensure I meet 80/85% first contact resolution rates.
Extraction of weekly data shared with the team leader.
Quality audit to complaints in the queue to ensure we remain compliant with the energy regulator.
Evaluate the types of complaints being raised and share with the team leader which in turn will be reviewed by the OM so these can be discussed with the client.
Responsibility of ensuring all complaints raised in the queue, are being work diligently and within a 24hr of being allocated.
Inbound Customer Services : 26 June 2019 - 14 August 2020
Assist PAYGE customers with their top up.
Book engineers when there is faulty meter faulty (Gas or Electricity)
Update customers information on our system.
Calculate customers consumption.
Answering all calls coming through and transferring to correct department.
Inbound Loan Specialist : 03 August 2015 - 19 January 2018
Enquire personal details from customers & capturing onto the system
Take messages, transferring calls and making notes.
Completion of personal loan applications & contracts.
Selling and marketing funeral & hospital plans.
Assisting with relevant loan queries.
Contract Ended/Course completed: 01 May 2015 - 31 July 2015
Helping admin with filing documents
Capturing data of the short-listed candidates
