Industry:Call Center / IT-Enabled Services / BPOEmployment Period:November 2014 to August 2015 (9 Months)Duties and Responsibilities:
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Created efficient work schedules for each team member to maintain deadlines and keep shifts properly staffed.
- Onboarded and trained new team members.
- Built, managed and developed training manuals to improve efficiency and productivity.
- Enhanced training programs to strengthen employee knowledge and strengthen team member's potential.
- Supervised and provided effective, systematic and practical strategies to team members during coaching for performance goal.
- Reviewed and improved CSR Team processes and tools on an ongoing basis.
- Managed quality assurance and do support role by doing call monitoring on a daily basis ensuring that quality service is met on each agents call.
- Handled customer escalation including on-site evaluations, internal audits and customer surveys.
- Processed team reports and attends meetings.
- Helped team members resolve clients issue efficiently and effectively.
- Provided frontline assistance to customers where required.
- Assisted and increased customer satisfaction by resolving customer's issues via email and phone.
- Resolved complaints, processed updates and do routine calls for further assistance.
- Resolved submitted cases of the frontline team.
- Submitted and escalated case to Allianz for customer's issues when necessary.
- Handled and processed disputes and refunds.
- Recorded and updated customer's account information.
- Maintains customer records by updating account information.
- Followed business processes and rules to work in a compliant manner.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Exceeded goals through effective task prioritization and great work ethic.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Improved through consistent hard work and dedication that resulted to early promotion.
- Provided supportive link between external customers and internal operations.
- Worked closely with the Managing Director to maintain optimum levels of communication to effectively and efficiently complete team goals.
Predictive Index Behavioral Profile - Specialist
predictiveindex.com/reference-profile/specialist/
Strongest Behaviors
- Detail-oriented and precise; follow-through is deep and literal to ensure tasks were completed in accordance with quality standards.
- Operationally, as opposed to socially, focused. Thinks, in specific terms, about what needs to be done and how to do it accurately and flawlessly; follows, in a literal way, that execution plan.
- Driven to protect the company against risk by thoroughly leveraging their background and strictly following “the book.”
- Cautious; follows a well-established and proven plan to avoid making mistakes. Does the background research necessary to have proof to support decisions before action is taken.
Behavioral SummaryKaiser is a very conscientious person, particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within own area of expertise.
Reserved, serious, and always concerned with the exact correctness of the work. Self-discipline, sense of duty, and respect for authority and tradition are strong qualities in Kaiser Jane, who takes responsibilities very seriously.