Princess Margaja

• All my work experiences have involved working within a team-based culture
• This involved planning, organization, coordination, and collaboration.

• Delivered Level 2 support for Desktop IWS suite, including Refinitiv Workspace, Eikon, and Datastream, focusing on functionality, content search, and product guidance.

• Engaged directly with clients to provide detailed information, updates, and solutions for issues escalated from Frontline Support.

• Fostered collaborative relationships across the organization to ensure timely and precise resolution delivery.

• Served as a client advocate, bridging communication between clients and various departments including Support, Sales, and Product Management.

• Contributed to pre-sales and customer retention efforts through the Access to Expert (A2E) program.

• Continuously enhanced expertise in specialist product areas and relevant markets via dedicated self-study, research, and analysis.

• Actively supported knowledge growth within Asset Management product and market segments, promoting best practices.

• Efficiently address customer inquiries regarding information, product functionality, and issue resolution, striving for first-contact resolution.

• Undertake additional responsibilities to enhance team performance and service delivery.

• Act as the primary point of contact (POC) in the Team Manager's absence, overseeing schedule adherence, leave management, and training compliance, while mentoring new team members.

• Manage the Virtual Floorwalk chatroom, offering real-time support to agents for expedited case resolution.

• Review and refine cases as the Refinitiv Workspace Champion, ensuring timely attention in accordance with the TLC procedure.

• Serve as a Knowledge Management (KM) Influencer, encouraging the use of Resolution Search and developing knowledge base articles for case resolution.

• Conduct root cause analysis (RCA) as the RCA POC, providing recommendations to enhance case handling processes.

• Actively engage in the Helpdesk team's efforts to meet and exceed collective objectives.

• Served as the initial point of contact for customer service, ensuring a seamless support experience.

• Delivered effective troubleshooting solutions for Sprint customers through phone and chat interactions.

• Expediently addressed and resolved customer inquiries, prioritizing satisfaction and efficiency.

• Upheld exceptional standards of world-class customer service, consistently exceeding expectations.

• Act as the primary deputy to the Account Manager, ensuring seamless operations in their absence.

• Lead and motivate a designated team of agents within a specific program.

• Serve as a pivotal communication bridge between AFSI management and agents, fostering strong client-program relationships.

• Master all contractual obligations, actively engaging with contract details to ensure account compliance.

• Diligently monitor calls for quality assurance and transactional accuracy.

• Oversee daily performance metrics, providing strategic recommendations for account forecasting and strategy development.

• Implement effective coaching and feedback sessions to enhance team performance.

• Utilize analytical skills to identify team strengths and areas for improvement, offering tailored coaching and mentorship.

• Collaborate with Operations Management Desk for attendance tracking, performance rankings, and fulfilling additional report requests.

Directly reports to the Team Leader

• Point of contact in the absence of the team leader

• Taking call escalation from agents

• Monitor call for Quality and Transaction Monitoring

• Conducts Coaching and Feedback

• Floor walker, attend to agent’s questions, inquiry thru phone, email or Lync

• Serves as the primary liaison to the Team Manager, ensuring seamless operations and communications.

• Acts as the go-to contact for all team inquiries in the team leader's absence, maintaining workflow integrity.

• Provides on-the-spot support as a floor walker, addressing agent questions and concerns promptly.

• Handles escalated calls with expertise, ensuring customer satisfaction and agent support.

• Oversees quality monitoring for a dedicated team of agents, driving performance excellence.

• Diligently monitors calls to uphold service standards and identify areas for improvement.

• Delivers targeted coaching and feedback to new hires during the critical nesting period, fostering professional growth.

• Collaborates with Operations Management Department (OMD) to optimize shift headcounts, ensuring operational efficiency.

• Participates actively in client calibration meetings, aligning service delivery with client expectations.

• Leads technical training sessions for new hires, equipping them with the necessary skills for success.