Bachelor Of Science In Nursing
FAR EASTERN UNIVERSITY
I am a highly motivated, results-oriented and dedicated professional with experience in customer service, team leadership, and accounts payable. With a strong focus on delivering exceptional service and attention to detail, I have consistently achieved high levels of customer satisfaction and operational efficiency.
Overall, my combination of customer service expertise, leadership skills, and accounts payable knowledge positions me as a valuable asset to any organization seeking a dedicated and results-driven professional. I am passionate about delivering exceptional customer experiences, driving team success, and ensuring accurate financial processes.
FAR EASTERN UNIVERSITY
• Responsible for managing the accounts payable function, ensuring accurate and timely processing of invoices, expense reports, and payment transactions.
• Verified invoices for accuracy, matched them with purchase orders and receipts, and entered them into the accounting system.
• Conducted regular reconciliation of vendor statements, resolving any discrepancies and ensuring timely payment of outstanding invoices.
• Led a team of [number] customer service representatives for a major telecommunications account, overseeing their daily operations and ensuring high-quality service delivery.
• Provided guidance, coaching, and mentorship to team members to enhance their performance, productivity, and customer satisfaction scores.
• Monitored team metrics, including call quality, average handle time, first call resolution, and customer satisfaction, and implemented improvement plans to meet or exceed performance targets.
• Conducted regular team meetings to communicate performance goals, provide updates on account-specific processes, and address any concerns or challenges.
• Collaborated with cross-functional teams, including training, quality assurance, and workforce management, to streamline processes, improve service levels, and optimize customer experience.
• Prepared and presented reports to client management, highlighting team performance, achievements, and areas of improvement.
• Participated in recruitment and onboarding processes for new team members, ensuring proper training and integration into the team.
• Provided outstanding customer service by responding to inquiries and resolving issues promptly and effectively.
• Handled customer inquiries and provided support via email, chat, and phone, ensuring a seamless customer experience.
• Utilized active listening skills to understand customer needs and provide appropriate solutions, resulting in a 95% customer satisfaction rate.
• Developed in-depth knowledge of the company's products, policies, and procedures to assist customers accurately and efficiently.
• Managed high call volumes, consistently meeting and exceeding performance metrics, including average handling time and first call resolution.
• Collaborated with cross-functional teams to address complex customer issues and ensure prompt resolution.
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
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