Fay Guya

• Conducted regular internal audits to identify non-conforming issues.
• Developed and maintained quality assurance protocols, processes and procedures.
• Identified areas of improvement within the existing Quality Management System.
• Ensured compliance was adhered to in all aspects of the call centre.
• Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
• Consulted with management and personnel to educate on QA standards.
• Prepared incident reports to the relevant legal body.
• Partnered with training and operational leaders to develop strategies to enhance customer experience.
• Engaged in regular QA calibrations, to ensure everyone in the QA team was adhering to the QA guidelines

Developed and implemented training programs to elevate team performance and customer satisfaction.

Facilitated regular team meetings to align objectives, share updates, and foster collaboration among staff.

One on one coaching with each team member, to go through KPI achievements, customer service metrics, and set goals.

Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

Analyzed customer feedback to identify trends and implement process improvements.

Coach team members on how to handle vulnerable customers, using empathy.

• Answered customer inquiries and provided accurate information regarding products and services.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Performed administrative tasks such as filing paperwork, updating databases and generating reports.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Identified areas of improvement in customer service processes and suggested changes accordingly.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Mentored new employees on procedures and policies to maximize team performance.

• Generated daily reports on sales activities for management review.
• Engaged in door to door sales, to sell product to potential customers.
• Help management identify, risks associated with the product.
• Identified areas of improvement within existing processes and procedures.
• Listened to customers to understand needs and refer information to management.
• Adhered to company initiatives and achieved established goals.
• Demonstrated product features to align with customer needs.

• Assisted customers with finding the right product for their needs.
• Provided product information and answered customer questions.
• Demonstrated knowledge of store products and services.
• Performed cashier duties, such as ringing up sales, processing payments and issuing receipts.
• Greeted customers upon entering the store and provided assistance.
• Stocked shelves with merchandise according to company standards.
• Maintained a clean work environment by sweeping, dusting, vacuuming and mopping floors.
• Tracked inventory levels throughout the day and restocked items as needed.
• Handled customer complaints in a professional manner.
• Offered suggestions for additional items that may be of interest to customers.
• Helped customers by answering questions and locating merchandise.