Rosy Gomes

• Managed challenging calls and provided exceptional support to customers regarding billing concerns, aiming for customer delight.
• Delivered exceptional service resulting in improved customer service feedback scores.
• Conducted thorough research and executed prompt decision-making for efficient problem-solving.
• Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
• Managed all customer inquiries, concerns, and complaints to provide satisfactory resolutions.
• Resolved conflicts by effectively utilizing problem-solving and interpersonal skills, remaining calm in high-pressure situations.
• Successfully promoted teamwork and facilitated improved peer group interaction among Level 2 Support members and other colleagues for various needs.
• Proactively engaged in cross-selling and upselling tactics to encourage customers towards purchasing additional products, resulting in increased sales.
• Engaged positively with each customer, providing professional and polite support for sales and service needs.

• Assisted UK-based customers by addressing their queries relating to billing and technical issues.
• Provided support and guidance to on-the-job trainees regarding process knowledge during calls.
• Contributed as a team player to drive improvements in NPS, LAHT, and FCR scores.
• Ensured exceptional customer satisfaction through prompt response to inquiries, comprehensive assessment of clients' requirements, timely resolution of concerns, and proactive client follow-up.
• Consistently ensured maximum customer retention through effective management of customer relations.

Promoted as an SME in 2018, supporting and managing a team of 25.

• Implemented effective mentoring strategies to enhance agent performance and knowledge.
• Handled escalated customers inquiries effectively, achieving high levels of resolution and satisfaction.
• Offered one-on-one support for team members and managers to drive continuous improvement.
• Collaborated with advisors to analyze data and present performance scorecard.
• Coached and delegated responsibilities to enhance grooming resources for next role.
• Acted as primary contact for Team Leaders.
• Promoted positive team environment through effective motivational strategies and mediation of issues amongst associates.