Kezia Atta Korda

Responsibilities

• Monitor communication channels of the organization (i.e., calls emails, live chat and WhatsApp) to ensure customer care representatives provide effective resolution of enquiries in a timely manner that will lead to customer satisfaction.
• Develop evaluation template for assessments of contact center key performance indicators and produce monthly report on staff performance highlighting training needs.
• Scheduling of staff on duty based on historical data to optimize productivity within the call center.
• Monitor customer satisfaction metrics through the use of customer relationship management software and produce weekly report to management on customer feedback and recommendation for improvement.
• Conduct bi-weekly coaching sessions and provide feedback to CCRs' on performance.
• Train newly recruited customer care representatives about company's business processes and products.
• Liaise with IT department to ensure the effective working of all systems and applications within the call center.

• Monitored call quality within the call center on weekly basis to identify the quality of service provided to customers during interactions with customer care representatives (CCR's).
• Produced daily and weekly reports to management on CCRs' performance, indicating any training gaps identified.
• Worked with internal teams to evaluate and implement quality initiatives.
• Conducted connectivity survey and mystery calls to know competitor service levels and and furnished management with findings for appropriate actions to be taken.
• Liaised with training department to train new CCRs of company key service level expected by management as well as briefing on new products
• Develop scripts to be recorded for periodic update of call center IVR
• Maintain detailed up to date records of all quality assessment sheets of individual CCRs in files and on excel spread sheets.,

• Performed high-volume data entry with 90% accuracy, inputting shareholder information.
• Assisted Share holders with retrieval and update of information.
• Sort, compiled and captured shareholder details.
• Responsible for dividend cheque reconciliation
• Ensured that all documents are filed properly.

• Assisted in processing of staff housing loans
• Conducted routine site visits and due diligence on lands for sale.
• Created database of all loans disbursed to staff for easy retrieval and updating of files
• Recorded all incoming and outgoing documents.

• Captured customer details and generated account numbers for new accounts
• Addressed any complaints received
• Assisted in the organization of weekly sales meetings
• Ensured that copies of all relevant documents are made and duly filed

• Assisted customers to choose products that met their specific needs
• Kept accurate records of all sales made and submitted monthly sales report
• Followed up to ascertain customer satisfaction and build customer loyalty

• · Assisted in project inspection.
• · Acted as secretary to committee meetings
• Assisted in the collection and analysis of data on various projects by the Assembly