Managed, organized and coordinated activities of the team of contact center executives
(CCEs) to deliver the highest standards of services to customers.
• Ensured that customers’ enquiries are dealt with in accordance to performance and service standards as
Communicated and documented with a goal of about 90% First Call Resolution (FCR). Served as the first level
Point for issues beyond CCEs’ sphere of control.
• Maintained effective relationships service colleagues, support teams and key stake holders to ensure the effective and timely delivery of customer service