Naylien Zacheus

Experience
June 2022- Present
Quantanite SA, Sandton- International Customer Services Advisor for First Port U.K property management for moved to a Trainer

Duties:

 Collaborated with team members to meet monthly goals and enhance overall performance.
 Assisted customers with account and service issues while offering new options and solutions.
 Implemented strategies to decrease average handling time while maintaining high service quality.
 Conducted training sessions for new employees, ensuring their smooth integration into the team.
 Built strong relationships with customers, promoting repeat business and long-term engagement.
 Enhanced first-call resolution rates through precise information delivery and effective problem-solving.
 Identified potential issues or trends impacting customer satisfaction and reported findings to management.
 Monitored and analyzed team performance metrics, pinpointing areas for improvement and providing coaching.
 Reviewed and acted on customer feedback, using insights to refine and improve service delivery.
 Increased sales revenue by utilizing upselling techniques and leveraging extensive product knowledge.
 Addressed customer needs with efficient service and prompt problem resolution.
 Resolved product or service concerns to aid in customer retention and drive sales growth.
 Developed support strategies to boost customer retention and satisfaction.
 Utilized CRM tools to track and manage customer interactions, ensuring consistent communication.
 Improved customer satisfaction by resolving issues swiftly and effectively.
 Assisted in formulating customer service policies, setting clear expectations for staff and customers.
 Contributed to team meetings with valuable feedback, fostering a cooperative work environment.
 Pursued ongoing personal development through continuous training and skill enhancement.

 Built strong relationships with customers, encouraging long-term loyalty and repeat business.
 Led training sessions for new hires to ensure effective onboarding and team integration.
 Enhanced first-call resolution rates by delivering accurate information and resolving issues effectively.
 Worked collaboratively with team members to meet monthly performance targets and drive overall success.
 Assisted customers with the largest telecommunications network in the UK (O2), addressing their needs and concerns.
 Managed the prompt and efficient replacement of damaged or missing products to maintain customer satisfaction.
 Coordinated with the sales team to monitor inventory levels, complete accurate orders, and address item-related issues.
 Provided outstanding support during peak times or staffing shortages, ensuring high productivity and service quality.

 Contributed to team discussions with insightful feedback, promoting a collaborative work environment.
 Handled a high volume of customer calls with minimal wait times, ensuring swift service delivery.
 Participated in team meetings and training to stay updated on product changes and service improvements.
 Adapted quickly and positively to changes in the work environment and customer needs
 Prioritized and delivered prompt service to address customer needs effectively.
 Resolved account discrepancies and concerns, ensuring accurate account management.
 Processed customer service orders efficiently, aiming to boost customer satisfaction.
 Adhered to call guidelines for service levels, handling time, and productivity to maintain high standards.