Chantell Stanley

Customer Service Call Center Agent

Nedbank

04.2006 - 10.2024

Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
Boosted client retention rates by providing exceptional customer service and building rapport with callers.
Exceeded daily call centre metrics, consistently maintaining a high level of productivity and customer satisfaction.
Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Trained new personnel regarding company operations, policies and services.
Trained staff on operating procedures and company services.
Assisted in training new hires on company policies, systems, and call handling procedures to ensure seamless integration into the team.
Participated in regular team meetings to discuss performance metrics, share insights, and foster a collaborative work environment.
Recognized as a top performer among peers due to consistently exceeding expectations for call quality and customer satisfaction scores.
Followed up on open cases, ensuring timely resolution and customer satisfaction throughout the process.
Emphasized a customer-centric approach in all interactions by placing their needs and expectations at the forefront of each call.
Provided timely feedback on product-related issues encountered by customers to inform improvements in product design or documentation.
Stayed up-to-date on industry trends and advancements in customer service technology to provide informed recommendations for operational enhancements.