karin George Damian

Portfolio back office agentFull Time

• Job Details:▪ Handling complains tracker sheet seeking customer's satisfaction through handling complaints within the TAT. ▪ Handling the customer care accountability report validation, sending daily requests (cash on phone – Buy out – supplementary cards – Direct Debit – statement complaints Delivery – Replacement _ fraud _ complaints) ▪ Manage and monitor the outbound calls online/offline to assure that all the quality standards, mandating verification, product knowledge... etc, are in place with average 400 call per month identify areas of weakness and improvement. ▪ Tracking the corrective action of each call if needed towards customer as well as agents providing insightful, helpful feedback on evaluations forms as well as any kind of Notification – thankful letters to card Business employees. ▪ Tracking the enhancements of his week points and the increasing of his quality score well as any changes in CLCU.

Customer life cycle unit & Retention officerFull Time

• Job Details:▪ Outbound calls to the customers of the bank ▪ Handle customer complaints ▪ Cross selling for bank products ▪ Welcome new customers and inform them about the bank ▪ Customer retention ▪ Activate credit cards ▪ Follow with customers and inform them about bank policy ▪ Send daily reports for the managers about the daily operations ▪ Make sure that quality of the bank is followed