Aya User

Ensured high standards of accuracy and compliance in transcription services, meeting client expectations and regulatory requirements. Managed and supported transcription teams, conducting thorough checks and coaching for performance improvement. Collaborated with team leaders to address quality issues and implement process enhancements.

Assisted Team Leaders in daily planning and operations, ensuring organization and responsibility handling. Supported new hires during training and nesting phases, providing guidance until production endorsement. Created performance reports and documented feedback from superiors and clients.

Handled inbound and outbound calls, chat, and email inquiries from merchants and store owners. Provided accurate and timely responses, managing and resolving complaints about virtual stores. Ensured high customer satisfaction and experience by adhering to quality guidelines and consistently meeting client KPIs.

Managed inbound and outbound calls, handling customer complaints and updating account information. Assisted customers with billing and finance disputes, collecting payments and offering extensions. Resolved basic technical issues and pitched promotions, rebates, and discounts for cable and phone lines.

Completed a comprehensive program focusing on the operational and managerial aspects of the hospitality industry. Gained knowledge in areas such as hotel operations, food and beverage management, and customer service.