Subhee Sama

• To achieve monthly target ( all KPI's)
• Address customer service inquiries in a timely accurate manner over the phone
• Assisting day to day home loan customers with their inquiries.
• Highest level of risk maintained ( Identify the customer over the phone)
• Assisting customers over the phone maintaining company policies in place
• Proper knowledge of banking code of practice ( Home loans)
• Assisting customers with Home loan, general service needs, with relevant escalations when required.
• Creating cases on the system to assist customer with home loan settlement/discharges.
• Creating periodic payments for customer for home loan
• Taking ownership and resolving critical issues for clients
• Resolving complex issues for home loan customers ( discharge), interest rate variations.
• Assisting customers with deferral payment for home loan.
• Assisting customer with interest rate explanation on home loan.
• Helping customer with discharge mortgage inquires and assist customer to fill discharge forms.
• Helping customers in educating self-service options
• Promoting customer service survey to achieve NPS (Net Score Promoter)
• Handling complaint as per company's policies ( First point Resolutions)
• Building rapport with the customer to provide great customer experience.
• Close attention to details as identification process is super important prior to serving customers over the phone
• Fast pace working environment ( Receiving 50 plus call/day)
• Handling unhappy customers in a most efficient way ( trained )
• Helping elderly customers in appropriate way ( taking time to listen to their need)
• Performing case management day to day basis and following it up on a daily basis

• To achieve the monthly target sales (individual) including all the KPI's
• Expertise in sales and focus on sale activities and customer service
• Resolving customer complaints and issues
• Assisting customers with internal support team for escalations
• To serve customers in the best possible manner
• Resolving customer complex billing issues
• Follow up with customer's escalations
• Ability to handle various types of consumers (angry/not happy/ frustrated) in a most effective way (trained)
• Providing solutions to complex issues by escalating to higher management
• Regularly attaining training session organized by the company to help boost professionalism.
• Liaison with external and internal stakeholders for suitable outcome of customer issues
• Awarded the Samsung elites (representative for the store)
• Performing daily stock in hand count
• Performing banking activity for the store
• Follow up with all the customer queries and complaints and resolve efficiently
• High level of analytical and problem-solving ability
• Helping colleagues in time of need
• Possess adequate knowledge of product and services
• Ensuring smooth operation of the store
• Keeping up to date with technological advances
• Resolving technical issues for customer in time of need
• Going extra mile to achieve better customer outcomes

Achievement:

Achieved several awards for best customer service attendant over these years. My passion for providing best resolution to the customers is my passion, how I achieve is to listen to their queries, understand with patience and provide options that best suit their situation. Other words putting myself in their shoes always helped to get the best outcome for my customers. Right from the first month of my career I have successfully hit my individual targets (NPS, sales, etc). I was awarded the top performer in Australia in the year 2015 and 2017

and received incentive to travel to Thailand as a part of retail legends

initiative. I have always received great NPS scores ( customer survey ) from my customer that I have served with proven track record.