Innovative Call Center Representative with 5 years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions.
Hi, I’m
Esther Benjamin
Operations Supervisor
East Coast Demerara
Summary
Overview
5
years of professional experience
5
years of post-secondary education
Work History
ItelCXGeorgetown
Operations Supervisor
08.2018 - Current
Job overview
- Motivated and trained employees to maximize team productivity. Every agent was given daily goal of 40 calls and were able to surpass that by over 10% after two months.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions for agents that are below target by more than 10%.
ItelCXGeorgetown
Customer Service Representative
12.2017 - 08.2018
Job overview
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times. That result in productivity being 25% above target
- Recorded account information to open new customer accounts.
- Recommended products to customers, thoroughly explaining details. Increased sales conversion rate by over 45%
- Met customer call guidelines for service levels, handle time and productivity.
Education
Annandale Secondary SchoolEast Coast Demerara Guyana
High School Diploma
09.2012 - 07.2017
University Overview
Skills
Complaint resolution
undefinedTimeline
Operations Supervisor
ItelCX
08.2018 - Current
Customer Service Representative
ItelCX
12.2017 - 08.2018
Annandale Secondary School
High School Diploma
09.2012 - 07.2017
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