Tiasha Nayek

Client - AssuredPartners (P&C) (Feb 2024 - Present)

• Improved customer satisfaction by addressing and resolving complaints promptly
• Monitor quality assurance
• Partner with senior managers to ensure quality customer service and help supervise team members who have diverse talents and responsibilities
• Meet regularly with senior managers to develop and report on strategic plans for team objectives
• Monitor performance and report on progress
• Track performance and conduct employee reviews
• Interact with customers and learn their needs and specifications
• Monitor operating costs٫ budgets and resources

Client - Thames Water (Jun 2023 - Jan 2024)

• Supervised day-to-day operations to meet performance, quality and service expectations
• Improved customer satisfaction by addressing and resolving complaints promptly
• Developed strong working relationships with staff, fostering positive work environment
• Promoted teamwork within workplace by encouraging collaboration among staff members on various project tasks
• Train new employees in their daily job duties to ensure highest standard of work
• Conduct performance reviews
• Interviewing and recruiting new employees
• Helping with monitoring and tracking operating costs, budgets and resources

Client - AGL (Dec 2018 - May 2023)

• Led team of 30 members while providing exceptional customer service
• Built strong relationships with customers through positive attitude and attentive response
• Mentored and guided employees to foster proper completion of assigned duties
• Cross-trained and provided back up for customer service managers
• Optimized customer support by establishing collaborative service environment
• Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals
• Participated in cross-functional team-building activities
• Coordinated weekly meetings for internal and external groups
• Initiated timely response to emails, voicemails and written correspondence
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
• Identify process improvements wherever possible to reduce manual work and achieve efficiency

Client - AGL (July 2017 - Nov 2018)

• Helped team members with product and process knowledge to resolve customer enquiries and complaints to enhance customers experience with AGL
• Acted as back up lead to prepare reports, presentations and business cases for internal and external stakeholders
• Handled Chat in case of any escalations
• Coached and trained agents on improving customer interactions
• Designed and prepared technical reports, studies and related documentation

Client - AGL (June 2014 - 2017)

• Worked on customers utility accounts with respect to connection set up, meter configuration, billing and payment allocation for Australian customers
• On 2016, moved to customer facing environment through chats and social media to manage customer enquiries and complaints
• Contributed to team success by completing jobs quickly and accurately
• Pursued learning opportunities to advance knowledge and take on leadership position
• Learned all required tasks quickly to maximize performance
• Resolved issues quickly to maintain productivity goals
• Participated in cross-functional team-building activities
• Took additional job duties during unexpected backlog, resulting in meeting project target date