Production Team Lead Manager| RJK SOLUTIONS LLC December 2020 - Present
• Help customer tax product & software issues & inquiries of their returns, proper record taxes, & amendments. • Continuously utilize specific software tools & problem-solving strategies to improve our processes & solutions. • Evaluating organizational needs by recommending suitable technical solutions to agents & provide product knowledge to resolve customers' issues. • Ensure to bring variation advantages when delivering project tasks quickly, efficiently, accurately to agents & customers. • Serve specific demographic needs to oversee the development, testing, & implementation of software solutions. • Develop & support staff with training, coaching, handling overflow, supervisory & managerial calls during client escalations. • Communicate company news for team alignment & collaboration. • Do administrative like leave approvals, Payroll information, & reports. • Manage team by leading & inspiring them to reach metric goals with self-development by attending briefings & training.
Senior Process Associate | Tata Consultancy Services February 2019 - December 2020
· Greet customers warmly and ascertain the problem or reason for calling. · Help customers to lodge and process claims from their Optus Mobile Insurance after complete verification of the account. · Interrogate customers for their loss and damage devices for truthful and factual compliance without misleading and deception. · Help them to purchase / repair devices online. · Help them to contact Optus or 3rd party stores and warehouses for their purchase or repair devices. · Resolve customer complaints via phone and email. · Ensuring solutions and providing them what they need and helping them to have their rights as what they have on their device insurance covers.
Technical Support Subject Matter Expert | Convergys September 2015 - May 2018
• Help client businesses succeed by solving product & software issues, ensure the tools & knowledge they need to run their businesses. • Answer QuickBooks issues to accurately record their bank transactions, invoices, bills, payroll, & reconciling accounts. • Utilize specific software tools & problem-solving strategies & continuously improve our processes & solutions. • Evaluate & recommend organizational needs on suitable technical solutions to agents & provide product knowledge to resolve customers' issues. • Bring ensured variation advantages in delivering project tasks quickly, efficiently, accurately to agents & customers. • Serve specific demographic needs to oversee the development, testing, & implementation of software solutions. • Develop & support staff with training, coaching, handling overflow, & client escalations. • Do administrative reports & communicate company news for team alignment & collaboration. • Supervise by leading & inspiring the team to reach metric goals.