Fiona Congolo

Address and resolve customer billing inquiries with accuracy and efficiency. Analyze recurring billing discrepancies to implement process improvements and maintain a 95%+ first-contact resolution rate.

Supervised teams conducting door-to-door surveys, ensuring accurate data collection. Trained and mentored employees to maximize performance and efficiency.

Delivered exceptional customer service by troubleshooting technical issues and resolving complaints promptly. Built strong relationships with customers, promoting loyalty and satisfaction.

Set up repayment plans or payment schedules based on the customer's financial situation. Work with customers to resolve disputes or misunderstandings about their bills and contact customers via phone, email, or letters to remind them of outstanding payments.

Managed community interactions across social media platforms to enhance brand image. Responded to comments and queries in line with brand guidelines, ensuring customer satisfaction and protecting the company's reputation.

Currently enrolled in the Digital Marketing Course - 12 courses in 1, with expected completion in 2025.

Completed secondary education at George Campbell Technical High School.

Pursued a Higher Certificate in Business Management.

Completed a certification in Digital Marketing: Crafting a Winning Strategy.