MACKLYNE IMARY

• Monitor and resolve support tickets within SLA, maintaining an Average Handling Time (AHT) of 6 minutes and ensuring timely follow-ups to boost customer satisfaction.
• Document customer correspondence in Beehive CRM, tracking requests, problems, and solutions for transparency and accountability.
• Manage an average of 13+ customer interactions per hour across email, live chat, and phone, delivering prompt, courteous, and professional support.
• Assist customers with billing inquiries, payment processing, refunds, and account setup, ensuring accuracy and compliance with financial procedures.
• Escalate complex issues to appropriate departments via Jira and Service Desk, ensuring quick resolution of high-priority cases.

• Monitored real-time queues, processing 2,000+ profiles and handling 100+ customer requests hourly.
• Guided customers through payment issues via phone, email, and chat, ensuring compliance.
• Stayed informed on fraud trends, implementing improvements to enhance risk controls.
• Tested new software enhancements, providing feedback to optimize workflows.
• Utilized Zendesk CRM for logging interactions and maintaining detailed case notes efficiently.

Facilitated daily pre-shift meetings to align team performance targets.

• Acted as ENPS Ambassador, coordinating surveys and compiling engagement reports.
• Prepared shift and ENPS reports, offering insights on operational efficiency.

• Monitored and processed real-time Photo (SLA 2 min), Profile (5 min), Sex Offender, and IMBRA verification queues.
• Identified high-risk transactions and accounts within business portfolio.
• Referred unresolved customer grievances to appropriate departments for investigation.
• Led team in supervisor's absence, ensuring SLA compliance across all monitors.
• Prepared detailed shift reports to track performance metrics.
• Optimized departmental processes through innovative strategies, enhancing efficiency and reducing costs.
• Developed initiatives to increase customer satisfaction and engagement.

• Handled over 200 inbound calls per shift, maintaining average handling time of three minutes using Freshdesk.
• Delivered live chat and email support for more than 280 tickets per shift with average first response time of one minute.
• Managed outbound telesales with 120 calls per shift, executing cross-sell and upsell strategies while tracking activities through Freshdesk.
• Served as Team Captain, leading pre-shift briefings and preparing performance reports for stakeholder review.
• Conducted customer surveys to gather feedback and provide insights for service improvements.
• Resolved escalations to enhance customer retention while ensuring compliance with service standards.

• Conducted pre- and post-HIV test counseling for approximately 15 patients daily.
• Developed individualized care plans through comprehensive psychosocial assessments to enhance patient outcomes.
• Coordinated discharge planning with multidisciplinary team members for seamless transitions to various care settings.
• Facilitated therapeutic groups on stress management, coping skills, and grief processing to improve participants' mental well-being.
• Educated patients and families on available resources to promote informed healthcare decisions.
• Assisted newly diagnosed patients in understanding ARVs and navigating treatment options.
• Streamlined communication between patients and healthcare providers to foster continuity of care.
• Monitored patient progress and adjusted care plans based on feedback and assessment results.