Duncan Decruze

• Provided reports on booking agents performance for the operations team and center management
• Provided employees with training and coaching to help them improve their skills
• Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
• Tracked the performance of employees to identify trends and make sure they met sales and performance goals
• I was also responsible to assign leads to agents to ensure that customers queries were resolved and responded to in a timely manner and also maintained reporting of the same
• Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
• Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
• Documented and reported quality assurance outcomes, providing actionable insights for product agents.
• Reported problems and concerns to management.
• Inspected raw materials and finished products to verify quality and disposed items that did not meet safety requirements.

Customer Sales Representative Tasks

• Outbound Calls
• Auto Insurance
• Mortgage Knowledge
• Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Evaluated customer feedback regularly to identify areas for improvement or enhancement of existing offerings.

I was soon moved to Quality Assurance department to assist and monitor agents.

Quality Assurance Tasks

• Monitored agent's calls, ensuring that the agents were following the client guidelines at all times
• Monitored agents product knowledge and selling skills
• Prepared reports for the managers on the assigned agents at the end of the day
• Generated reports detailing findings and recommendations.
• Attended collaboration sessions with the agents and managers/team leads
• Collected, arranged, and input information into database system.

• As a customer service representative, I was required to sell auto insurance to US based customers via telephone
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.