Carmelite Awalil

• Analyze customer financial situations and recommend appropriate payment solutions based on account status and company policies.
• Negotiate payment arrangements while maintaining compliance with regulatory and company guidelines.
• Educate card members on account balances, payment options, and the impact of delinquency on account standing.
• Resolve account inquiries efficiently while delivering exceptional customer service and maintaining customer relationships.

• Meet collection, quality, and productivity targets through effective account management and follow-up activities.
• Document customer interactions accurately and maintain detailed account records for future reference.
• Utilize problem-solving and negotiation skills to minimize delinquency and improve account resolution outcomes.

• Monitored team performance, providing suggestions for improvement and training programmes to increase team efficiency
• Analysed data to identify trends, making informed decisions to optimise team output.
• Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
• Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
• Facilitated open communication within the team, encouraging feedback and collaborative problem-solving.
• Led a team of 10+ members, driving project completion within strict deadlines and quality standards.
• Devised and monitored key performance indicators KPIs to track team progress and identify areas for improvement.

• Provide solutions that individualized situations and prioritize customers needs at each step of process
• Maximized customer satisfaction by resolving service issues promptly.
• Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
• Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.