At Multichoice Group, I handled customer inquiries and complaints through phone, live chat, and email. I resolved 87% of issues on first contact and earned an average CSAT score of 95%.
I assisted customers with subscription renewals, package upgrades, decoder activation, billing, and payment issues. I also resolved first-line technical issues involving decoders, signal reception, and account access.
Using Hubspot CRM to document interactions and manage cases, I improved issue tracking and resolution by 25%. I also escalated complex cases and followed up to support timely resolution.
At Doban Land Holdings, I made outbound calls to homeowners, qualified leads, and scheduled discovery meetings for senior sales managers. I maintained CRM records and achieved a 25% lead-to-appointment conversion rate.
