Kenneth Rozario

• Ensured professional communication between drivers by addressing and resolving their queries in real-time.
• Analyse, troubleshoot, and resolve driver issues, ensuring prompt and efficient resolution while providing feedback to relevant departments for continuous process improvement.
• Oversee and manage live driver routes in real-time to ensure timely deliveries, address any on-route challenges, and implement adjustments as needed to uphold high service standards.
• Document all driver interactions, including inquiries, complaints, and resolutions, in the designated systems.
• Update and maintain a knowledge base of frequently encountered driver-related issues and solutions. Contribute to internal documentation to improve team knowledge and operational efficiency.
• Adhere to established performance metrics, service level agreements (SLAs), and quality standards.
• Stay up-to-date with industry trends and company policies related to support and development.

• Handle document verification, loan and credit history of

Customers through different software and maintain utmost.

confidentiality.

• Reviewed customer files on regular basis to make sure

receivables were in sound condition.

• Performed with 98% inquality assurance and 99% in delivering

the case in flows on time

• Managed team of 4 staffs to make sure all the documentations

the case inflows ontime with all updated details relating to the customer.

• Handled day-to-day runningof CustodySupportTeam, ensuring

high levels of productivity and progression.

• Achieved highest number cases attended perday(201)
• Eliminated downtime by providing top quality control by avoiding

errors completely.

• Cross trained towards other teams for support incase of high