CORRINE NASHIPAE KOYIET

• Manage all company social media accounts and respond to customer inquiries
• Provide first-contact resolution via Facebook, Twitter, and other social channels
• Achieved a 99.9% response rate within set Service Level Agreements (SLAs) by efficiently addressing and resolving customer inquiries
• Handle complex technical issues and deliver timely customer support
• Track and maintain customer interactions, transactions, and complaints
• Collaborate with cross-functional teams to improve customer experience
• Initiated proactive efforts to transform negative sentiments on social media into positive experiences through timely and personalized customer interactions
• Enhanced customer satisfaction on social media platforms by actively responding to and resolving complaints, implementing effective follow-ups via phone calls
• Increased Facebook followers by 25% within 3 months through targeted content creation

• Addressed customer complaints, returns, and service-related issues
• Trained customers on proper product usage, leading to fewer issues and improved product satisfaction
• Write reports, procedures and instructions to ensure compliance with standards and processes
• Working closely with the sales team to create better methods to address customer complaints
• Reviewed customer accounts and resolved transactions efficiently
• Achieved and sustained a 95% customer satisfaction rating over two consecutive quarters, exceeding company targets
• Identified and resolved recurring customer concerns, leading to a notable decrease in service ticket volume
• Successfully resolved 90% of customer inquiries on the first interaction, improving overall customer experience
• Ensured quick resolution of service requests in accordance with SLAs, maintaining operational efficiency

• Delivered solutions to customer issues related to company products
• Successfully handled and resolved an average of 600 customer inquiries per week, meeting and exceeding performance benchmarks
• Became the go-to mentor for both new and experienced reps, handling difficult cases and training employees
• Helped company attain the highest customer service ratings (as determined by external auditors)-earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness
• Implemented retention strategies that increased customer loyalty
• Ensured on-time incentive payments for field agents, improving agent engagement and motivation
• Provided support in marketing promotions and renewal tracking
• Received commendations for initiative, persuasion skills, strong customer focus, and dependability in service delivery
• Ensured stock availability for sales and demonstrations
• Resolved agent-related issues and inquiries efficiently, ensuring smooth field operations
• Participated in exhibitions and closed sales deals
• Facilitated the onboarding of field agents, improving their readiness and integration into company operations
• Monitored and ensured efficient use of materials and labor, reducing waste and improving installation timeline
• Audited installation images and worked with field agents to ensure installations met company standards and codes
• Worked directly with clients to resolve installation concerns, enhancing service quality and customer satisfaction

• Responded to customer inquiries via calls, emails, and chats, providing policy and claims support.
• Assisted clients with policy management, including purchases, renewals, modifications, and cancellations.
• Guided customers through the claims process, ensuring accurate documentation and timely resolution.
• Handled complaints, billing disputes, and escalations while ensuring compliance with industry regulations.
• Identified customer needs, upsold relevant insurance products, and contributed to retention efforts.
• Maintained detailed records in CRM systems and supported process improvements for service excellence.

• Managed store operations, including budgeting and inventory control
• Implemented purchasing plans and ensured compliance with health and safety regulations
• Formulated pricing policies and improved merchandising strategies

• Assisted with procurement, purchases, and supply chain management.
• Supported administrative functions and customer service operations.
• Managed store operations, including budgeting and inventory control.
• Implemented purchasing plans and ensured compliance with health and safety regulations.
• Formulated pricing policies and improved merchandising strategies.
• Procuring goods and services according to set requirements and budget.
• Maintaining purchasing data.
• Ensuring all supplies meet company standards.
• Submitting monthly purchasing reports to management for review.
• Negotiating contracts with suppliers, analyzing and evaluating supplier bids, and managing the purchase order process.
• Developing purchasing strategies, maintaining positive relationships with suppliers, and overseeing the purchasing team.
• Monitoring stock levels, researching vendors, tracking orders, and maintaining purchasing records.