Mogammat-Shafiek Lasker

• Handled customer inquiries and suggestions courteously and professionally.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Meet monthly QA quality goa
• Compliance with all RG matters and ensure compliance-related policies are adhered to
• Speed and accuracy are important when delivering exceptional customer service.
• Average speed to answer (ASA) – to answer incoming player chats as quickly as possible
• Response times – eliminate long wait times between responses with your player chats
• Number of contacts handled – deliver consistently and in line with the Call Centre average for the total number of contacts handled per shift/week/month
• Average Handling Time (AHT) – handle your player contacts as efficiently as possible, meeting expected AHT goals where defined, and performing in line with Call Centre averages
• Adhere to all attendance-related policies consistently

• 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)