Monique Van Zyl

• Facilitated inter-departmental communication to effectively provide customer support.
  
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Fostered an environment which encouraged continual process improvements.
• Met all customer call guidelines including service levels, handle time and productivity.
  
• ​Worked with stakeholders to drive product and service definition and design.
• Facilitate growth of Australia Residential Projects

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• Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
• Assist with Business Development and Client Pitch process
• Devised and published metrics to measure the organization's success in delivering world class customer service.
• Effective liaison between customers and internal departments.
• Trained staff on operating procedures and company services in relation to Customer Service and Facilities Management.
• Investigated and resolved customer inquiries and complaints in an empathetic manner.
  
• Achieved 95% customer satisfaction rate for 2 consecutive years
• 87% Net Promoter Score achieved
• Clients include Kimberly-Clark Singapore and Asia Pacific, Allianz and Linkedin
• Documented business requirements, functional specifications and training procedures.
• Trained and supported users during new system implementations and upgrades.
• Negotiated lucrative partnerships with , Coverall and various vendors to support FM operations.

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• Met all customer call guidelines including service levels, handle time and productivity.
• Trained staff on operating procedures and company services.
• 100% Customer Satisfaction Achieved
• 100% of KPI's met

• Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.