Ann Aziz

• Oversee day to day operations of the Customer Service Centre frontline team.

• Led employee relations through effective communication, coaching, training, and development.

• Manage adherence, handle time, quality assurance and behavioral challenges.

• Evaluated employee performance by conducting regular 1 on 1 and side by side observation sessions.

• Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.

• Involvement in workshops, quality framework upgrades and stakeholder engagement.

(Previous roles within the business include: Quality Assurance Specialist, Senior Customer Support Consultant, Promotional Crediting. - Proficient in escalations and complaints, handling customer support and sales queries).

• Outbound phone calls

• Data entry and processing

• Dealing with clients' accounts in a secure and proficient manner

• Following privacy procedures to protect clients account

• Handled customer inquiries and suggestions courteously and professionally.

• Working individually and as part of a large team depending on cases received.

• Serving and occupying guests

• Cash handling and final balancing cash register

• Guest services and handling complaints.

• Coaching new team members

• Handling customer queries and complaints

• Cash handling and banking duties

• Stock control and loss prevention

• Learned all required tasks quickly to maximize performance.

• Kept work areas clean, organized, and safe to promote efficiency and team safety.