Maya Sebastiao

Help Desk and Customer Care Supervisor Remote

Qualfon

09.2021 - Current

Maintained accurate records of customer interactions and transactions in the CRM system
Achieved high average customer satisfaction rating through attentive listening and problem-solving skills
Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Collaborated with other departments to resolve complex problems quickly for customers.
Recognized employees who exceeded expectations through verbal recognition or awards programs.
Created reports detailing team performance metrics such as average call time, first contact resolution rate.
Resolved escalated customer issues with empathy and professionalism while meeting company objectives.
Trained new hires on policies and procedures related to customer service interactions.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Analyzed customer feedback surveys and identified areas of improvement in the customer experience process.
Coached staff on strategies to enhance performance and improve customer relations.
Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
Managed daily operations, client relations and IT.
Researched out-of-stock items to find additional inventory in other store locations.
Responded to customer inquiries and delivered appropriate information after carefully researching issues.
Identified appropriate solutions to minimize issues and quickly solve problems.
Collaborated with company departments to guarantee cohesive branding and strategic product placement.
Mentored newly hired staff in upselling techniques to improve sales.
Collaborated with cross-functional teams to address complex customer issues and ensure timely resolution
Identified opportunities for upselling or cross-selling products based on customer needs and preferences
Assisted in training new agents on company policies, procedures, and best practices for delivering excellent service
Consistently met or exceeded individual performance targets for call quality, response time, and sales conversion rate
Participated in team meetings to discuss challenges, share best practices, and implement process improvements
Handled escalated customer complaints with professionalism while finding appropriate solutions within company guidelines
Developed strong product knowledge across multiple lines of business
Utilized active listening skills to understand customers' needs before providing appropriate solutions
Maintained a positive attitude during challenging interactions with upset or frustrated customers
Increased efficiency by implementing streamlined processes for handling common customer requests.
Assessed trends in customer feedback to recommend improvements in products or services offered
Demonstrated empathy towards customers experiencing difficulties while offering effective support solutions
Managed a team of 30 help desk technicians, providing guidance and support to ensure efficient resolution of technical issues
Provided regular reports on help desk performance metrics, including ticket volume, response time, resolution rate, and customer satisfaction scores
Identified opportunities for process improvements within the help desk department, leading initiatives to streamline workflows and enhance productivity
Implemented quality assurance measures to ensure consistent delivery of high-quality support services by the help desk team
Evaluated emerging technologies relevant to Help Desk operations; made recommendations regarding adoption or integration into existing systems
Provided technical expertise and guidance to resolve complex or escalated support tickets
Maintained up-to-date knowledge of industry trends, technologies, and best practices related to help desk operations
Coordinated training sessions for end-users on common technical tasks or self-service options available through the help desk portal