Roselinda Were

• Responding to all customer queries in a timely manner, who contact SBM Contact Centre via telephone, email, social media, SMS and other communication channels.
• Ensuring that all customer queries, enquires and complaints are fully resolved on a One Stop Shop basis to maintain customer satisfaction and loyalty.
• Resolution, retention and customer education
• Tracking and reporting on aging customer cases on CRM for fast
  tracking and closing of customer cases.
• Tracking of generated sales leads and ensuring completion for an enriched customer relationship
• Monitoring and reporting on card business to ensure seamless card transactions in the bank.

Achievements

• Recognized as a top performer in the department.
• Maximized employee engagement by creating interactive themes for CX Monday.
• Generated and analyzed reports that notified the business on card usage hence showing the different areas of improvement.
• Contributed towards customer service improvement by collaborating with internal stakeholders to close gaps such as the website's user interface and call dispositions.

Travel Consultant Duties;

• Organizing travels from beginning to end, through booking tickets and accommodation, handling check-in duties, rebooking, and security assistance.
• Preparing promotional materials for update on the social media website and also creating E-marketing templates for the recurring customers
• Handling customers queries via phone, email or chat
• Gathering customer feedback through emails and chats through chat bot
• Worked closely with clients to understand unique needs and meet specific travel desires.
• Collected, handled and documented payments for travel services and associated fees.
• Monitoring customer complaints and resolving them in a timely and accurate manner
• Conducting training of new customer support representatives.
• Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
• Informed clients of travel policies and utilized preferred vendors to maximize company profits

Executive Assistant Duties;

• Updated spreadsheets and databases such as Quickbooks to track, analyze, and report on performance and sales data.
• Updated and maintained confidential databases and records.
• Used QuickBooks to produce monthly invoices, reports, and other deliverables.
• Promoted team productivity by keeping supplies organized and well-stocked.
• Worked with senior management to initiate new projects and assist in various processes.
• Created and managed office systems to efficiently deal with documentation.
• Facilitated training and onboarding for incoming office staff.
• Drawing invoices and vendor payments
• Tracking company's spending through preparation of profits and
• Handling ticket payments on behalf of clients to airlines
• Record journal entries, perform corrections and ensure they are accurate
• Overseeing the day to day activities in the office
• Scheduling meetings for the senior management
• Handling all the organization's projects while adhering to deadlines

• Key responsibilities while at this role;
• Assisted with general business administration tasks
• Tracked the company spending through the systems to
• Organized files and records of invoices
• Generated invoices for the company.
• Completed research, compiled data, updated spreadsheets, and produced timely reports.
• Generated invoices for the company.
• Determined the cost profit analysis per shipment.
• Shipment bookings and confirmation to clients.
• Used Cargo-wise application in posting shipments and
  generating invoices.
• Report Development: prepared commercial reports following daily investigation of the weights in the system.

GPA: 3.09

• Awarded Regional Winner of The Google Online Marketing Challenge

Grade B Minus