Analyn Cabungan

• Rostered staff according to operational needs and EBA requirements.
• Scheduled personnel based on skills to optimize workforce efficiency and cost per hour.
• Monitored metrics for customer and company alignment to identify improvement opportunities.
• Conducted training sessions based on identified staff development needs.
• Delivered knowledgeable service for routine inquiries and resolved complaints efficiently.
• Maintained comprehensive product knowledge to address customer concerns promptly.
• Assisted in resolving complex customer issues with tailored solutions.
• Set clear performance expectations to guide employees toward achievement of targets.

• Demonstrated respect, friendliness and willingness to help wherever needed.
• Help customers across range of payments, programs and services.
• Assessed customer and stakeholders needs, entitlements and obligations.
• Encourage the use of self-managed services.
• Support Operations where applicable and collaborate with others if applicable.
  

*Responsible in ensuring the integrity and compliance of information and data of customers.

*Deliver exceptional level of customer care to make a positive difference to peoples lives everyday.

* Receive and handles inbound calls from client enquiries and completing and ensuring relevant documentation are accurate and process escalation if necessary.

*Process correspondence by following procedures and compliance at all times.

*Promoting online services.

• Addressed customer inquiries to increase customer satisfaction ratings.
• Helped team members with day-to-day work and complex problems by applying motivational and analytical strategies.
• Assessed and authenticated customer exchanges, voids and returns.
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.