Marion Culala

• Provided specialized support and customer service through inbound and outbound emails.
• Oversaw and maintained the workload of the inbox team, equally delegating tasks to team members.
• Collaborated with internal and external stakeholders to resolve email enquiries.
• Tracked team metrics through consistent report generation and auditing.

- Delivered excellent customer service as frontline staff for basic and advanced technical support for merchant service customers.

- Supported multiple skill sets across the inbound contact center to minimize customer wait times.

- Provided mentoring and coaching to new team members in accordance with the Group's policies and standards.

- Utilized numerous internal programs and software to assist with customer inquiries.

- Provide superior service to customers' basic and complex enquiries within the merchant help desk.

- Maintained an up-to-date understanding of the bank's identification and verification processes to minimize bank risk.

- Completed ongoing training and learning, compliant with the Bank's policies.

- Followed the Group's standard operating procedure to achieve outcomes in line with agreed KPIs.