Mogammat-Shafiek Lasker

• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Audited call center representatives to ensure quality service
  was being provided.
• Assessed customer needs based on words and tone of
  voice to determine the best action to take for customer
  retention.
• Answered customer queries related to products, services or
  their specific accounts.
• Provided customer resolution by listening to the customer's
  problem and offering several solutions from which the
  customer could choose.
• Assisting agents and advisors with queries and system
  navigation.
• Monitoring the campaigns productivity

• Acknowledged customer issues and resolved their problems quickly and efficiently.
• Assisted clients in understanding their available options and helped them select the right service plans for their needs.
• Booking flights telephonically for kulula.com, British Airways and Kenya Airways - Sabre Reservations System
• Providing customers with telephonic flight quotes
• Assisting customers by transferring to relevant departments
• Providing website Assistance
• General customer service
• Processing refunds and assisting customers with Banking queries
• Providing necessary policy information regarding refunds, Baggage policies, check in times etc.
• Assisting Team Leader by quality assessments for the team and call centre
• Day to day admin e.g.. Back to works, recording of discussions for late coming (time keeping)