Shanika

• Kept records of sales-related activities and transactions in the

company database.

• Provided customers with a clear understanding of charges, billing, and

price changes.

• Built strong customer relationships with new and existing customers

by providing excellent customer support.

• Tracked down sources of special products and services to meet

customers' special needs.

• Maintained up-to-date knowledge about products and promotions.

I started as a customer service rep for debt settlement, then got promoted to a debt settlement negotiator. After that, the project left the office due to COVID and I was re-assigned as a collections agent. I got promoted 2 years after to a team lead/supervisor. MY roles were but not limited to: 1. Assisting agents in talk-offs. 2. Helping them to meet their monthly goals by collecting money. 3. Coached and provided tips on how to connect with the customers. 4. Send hourly re[ports to my manager on the team's performance and daily KPIs. • Resolved customer inquiries, complaints, and issues, providing

insightful solutions.

• Researched assistance requested and offered accurate information to

resolve issues and respond to inquiries.

• Answered inbound calls to greet and assist customers with various

needs and questions.

• De-escalated customer complaints using specialized communication

techniques.

• Calmly dealt with irate customers by professionally offering

constructive solutions.

• Respond to customer inquiries promptly and professionally via chat.

• Resolve product or service issues, questions, or concerns effectively.

• Identify customer needs and offer tailored solutions.

• Handle multiple chat conversations simultaneously (multi-tasking) .

• Meet or exceed response time and resolution time targets.

• Suggested additional services, like car rentals or hotel bookings,

enhance the travel experience.

• Processed airline and hotel reservations with accuracy and efficiency.

• Followed up with customers post-travel to gather feedback for service

improvement.

• Conducted telephone inquiries offering timely information on fares

and schedules.

• Managed seat assignments and upgrades, ensuring passenger

satisfaction