KANJIA KROMA

· Provides Logistic support to customers, phone agents and stores by being an integral part of the Home Delivery process which includes providing real time delivery assistance, triaging order fails, researching and re-scheduling returned orders, providing reports to stores to augment th timely processing of customer refunds for returned orders.

· Works with Production Support, Store Operations and the Delivery Team to enhance the customer online experience, even in cases of outages.

· Provides Back Office support in the form of Account Merges, Point Recoveries, Customer Email Issues, Paypal Disputes, Forter queues and any issues that may arise based on the day to day needs of the business.

· Participates in ongoing professional development initiatives to stay informed on industry trends and best practices for customer service delivery.

· Contributes to positive company reviews by delivering exceptional support experiences to customers.

• Improved the experience of internal and external of customers
• Resolved a variety of escalated customer issues to create and build customer knowledge, engagement, and loyalty
• Trained new team members on company policy, procedure, appropriate customer engagement, how to identify service gaps and ensure positive customer experience using various company systems and analytic skills
• Participated in company-wide team development and diversity initiatives
• Assist supervisors, management, and team members with analysis of critical areas to create and improve internal and external positive experiences and engagement
• Display professional conduct and courtesy to customers, supervisors, managers, and team mates while upholding and discussing company policies and procedures
• Monitored personal and team performance to ensure positive impact on company-wide metrics and scorecard

• Worked with Data Management teams and customers on defining and/or reviewing of data specifications through test data transfers and approval
• Assisted in data preparation processes, including generating data files, quality control reviewing output and resolution of queries from data transfer recipients
• Supported and supervised Data Technicians in their day to day activities
• Provided detailed information to Site Coordinators regarding ECG processing on a regular basis
• Assisted Project Management groups in maintaining compliant project files as applicable
• Assisted in defining database set-ups and testing to ensure desired results are achieved.

• Assisted in the verification of clinical trial specific subject information for ECG and Holter studies
• Ensured that all verified ECG reports were promptly sent to the Medical Operations team for measurement and interpretation
• Managed the data query and resolution process to resolve discrepancies
• Maintained comprehensive logs of all processed ECG, holter reports and queries.

• Provided administrative support to the office of the general manager
• Managed office operations and maintained office equipment
• Assisted in the administration, processing, and maintaining of company benefit programs
• Helped plan special events and maintained a professional and healthy working environment that promoted a high level of staff productivity.

• Counseled employees on the various benefit packages offered by their employers
• Supported the securing of health and life insurance products
• Serviced payroll solutions sponsored benefit plans
• Administered benefit programs, processed incoming benefit calls, and provided word-class customer service by supporting employee orientation and benefits enrollment.