Beryl Akinyi

-Collaborate with Quality analysts to reduce backlog.
-Listen to and analyse calls to determine the reason for termination. Was able to analyse a total of 370 calls assigned for that period.
-Give feedback on whether the reasons were justified or not.
-Recommend actions to be taken e.g. coaching where necessary, which results in personal improvement and improved customer experience.

-Provide timely response to customer issues by providing accurate responses hence achieving First Contact Resolution which results to improved customer satisfaction and retention.
-Escalate customer issues to the relevant departments for prompt action which results in improved customer experience.
-Maintain detailed and accurate records of customer interactions and transactions for easier tracking.
-Educate customers on new and existing products which drives revenue growth and enhances customer satisfaction and experience.

-Collaborate with Support Analysts to reduce account closure, deletion and reopening backlog.
-Escalate customer account details on the respective trackers for action by the fraud team which has resulted in reduced backlog hence reduced repeat calls and lawsuits. I've been able to handle 1978 accounts so far.
-Effectively respond to customer emails to inform them of issue resolution/status.

-Facilitated discussions with colleagues to gather feedback on existing QA guidelines, their pain points, and proposed revisions during the revamp committee meetings.
-Reviewed existing QA guidelines with the committee members and identified outdated practices/inconsistencies.
-Redesigned and drafted updated guidelines by proposing new guidelines that align with the company's mission, vision, and values.