Divine User

Lead a team of customer service representatives, coaching and developing agents to improve customer satisfaction and meet service targets. Manage day-to-day operations and administrative processes while ensuring adherence to company policy.

Designed and implemented procedures to inspect customer interactions and report quality assurance issues. Monitored operations affecting service quality and analyzed quality data to drive process improvements.

Handled high volume of inbound calls, emails, and live chats, resolving customer complaints within time limits. Managed escalated issues and maintained accurate customer records.

Supervised frontline attendants and customer-facing operations, ensuring compliance and safety standards. Oversaw point-of-sale transactions and resolved customer payment issues.

Grade: Second Class Upper Honours

Pursued a Bachelor of Science in Business Administration, graduating with Second Class Upper Honours.