Akanete Apolosio Lui

• Managed and responded to 80+ member queries daily via email, providing fast, efficient, and personalized support.
• Ensured adherence to Service Level Agreements (SLAs), consistently meeting response and resolution time targets.
• Delivered tailored solutions for complex member issues, showcasing strong problem-solving and communication skills.
• Managed and maintained company social media accounts, responding to all comments and DMs with a balance of wit and professionalism.
• Handled all membership complaints, including resolving issues with irate members, de-escalating situations, and providing effective resolutions.
• Collaborated with cross-functional teams to resolve escalated issues and improve overall service processes.
• Maintained a high level of customer satisfaction while managing a high-volume workload in a fast-paced environment.

Fast paced environment, Handling 90+ calls per day attending to members' enquiries.

• Resolve member query fast and efficiently
• Extensive knowledge of AA Products such AA Home, AA Motoring, AA Plus and Road service
• Established effective relationships within the AA
• Fast paced environment
• Handling 90+ calls per day attending to members' enquiries

Key holder of the store, Senior sales expected to meet KPI targets, Lead by example

• Open / closed store
• Maintained daily stock
• Managed and maintained rosters
• Educate customers on products

Taking care of the sick and elderly in their own homes. Observing and communicating with the patient and loved ones with their daily activities as well as ensuring their safety

• Time management - lunch and medicine intake
• Organization
• Interpersonal skill
• Taking care of the sick and elderly in their own homes