CSR Pro|Quality Analyst| Content Creation | Lead Specialist

* Provided remote client support by troubleshooting hardware, network, software, and customer service-related requests and inquiries * Utilized department and company ticketing systems to manage and resolve client needs. * Configured and tested new hardware and software. * Maintained accurate and complete billing system and process. * Resolved customer inquiries regarding billing, charges, and payments. * Generated requests for refund checks for overpayment.

* Educating customers on banking products, services, and financial solutions. * Identifying and recommending cross-selling opportunities for banking products and services. * Assisting clients in troubleshooting and resolving issues with ATM machines, online, and mobile banking services. * Referring clients to financial specialists for specialized needs. * Providing account assistance such as unlocking accounts and issuing temporary passwords for online banking access. * Building trust and loyalty by establishing relationships with customers. * Resolving discrepancies and errors in new accounts promptly and accurately. * Verifying customer information for account setup accuracy.

I have limited experience in social media management in professional settings, but I have hands-on experience from managing my own Facebook page in 2022, where I created diverse content. Currently, I offer pro bono assistance to my sister's Facebook page by managing and creating content. Additionally, I have completed training courses in social media management, graphic design in Canva, WordPress, and marketing.

* Ensured compliance with call center policies, procedures, and regulations. * Conducted thorough call analysis using established Quality Assurance practices. * Provided feedback to agents on their performance in meeting customer service goals. * Shared call evaluation findings with management to develop improvement plans. * Attended cross-functional meetings with internal stakeholders to discuss process updates for accurate evaluation of agents' call handling. * Prioritized and organized workload to ensure timely and efficient task completion. * Prepared reports summarizing strengths and weaknesses observed during call evaluations. * Generated quality reports to highlight team performance. * Utilized a specific verification method to create reports illustrating site pass and fail rates. * Selected top-performing call of the month for inclusion in the call library for distribution to team managers.