With nearly 3 years in customer-focused roles, my expertise lies in providing exceptional service and multitasking efficiently. Skilled in CRM, complaint handling, and client advising, I thrive in dynamic retail settings, ensuring personalised attention to every customer's needs.
• Provided excellent customer service by greeting patrons, taking orders and addressing any questions or concerns. • Eficiently managed multiple tables by taking orders, serving food and beverages, and ensuring timely delivery of orders. • Maintained cleanliness and organization in the dining area, including setting tables, clearing dishes, and cleaning surfaces. • Handling transactions accurately, including processing payments and managing cash registers. • Remained attentive to patrons' needs throughout their dining experience and provided personalized service. • Assisted in other areas of the restaurant as needed, such as hosting and catering events.
• Audited company products to identify areas of concern and improve eficiency. • Collated and Analysed calls, chats, emails to identify possible gaps and deliver better customer experience/ satisfaction. • Performed root cause analysis for detected faults and developed corrective actions. • Generated reports and dashboards using Salesforce on a weekly and monthly basis. • Audited cases for almost all the products and provided feedback to the management. • Audited and analysed cases of engineers and helped them achieve good CSAT scores. • Coached engineers who had been under performing and helped them achieve 100% CSAT scores. • Created standard case audit rubrics as per the required protocols and performed case audits. • Developed inter-disciplinary cross-training programs to expand competencies among employees.
• Trained all the new hires on basic communication and soft skills. Trained overseas clients( US and Philippines) on basic customer service skills and etiquette. • Hosted webinars to educate the customer about the existing products and any new products that were yet to be released. • Hosted webinars to troubleshoot any issue that were faced by the customer while using the products. • Designed and sent out newsletters to internal teams and customers that were using the products which contained information about new product releases.