Shebana Asmine

Delivered first call resolutions, as being the first point of contact for both support services out on field and clients in their homes.

Developed strong relationships with clients, fostering trust and loyalty in the business.

Looked for covers for clients who are vulnerable in the community, for everyday personal care and home help. Able to match support workers qualifications and experience to job criteria of clients. Whether its medication, change of catheter bag or hoist sling, to match expertise with care.

• Championed a customer-centric culture within the team, emphasizing the importance of exceptional service quality and client satisfaction as key drivers of business success.
• Facilitated communication between clients and other service providers.

• Answered inbound calls to greet and assist customers with various needs and questions
• Resolved customer inquiries, complaints, and issues while proactively using techniques to provide solutions
• Answered calls or emails from customers and assisted with special requests or resolving complaints
• Routed inquiries or escalated calls outside area of expertise to appropriate department or employee
• Built strong knowledge of product line to assist customers in selecting products meeting highly personal needs.

• Provide support to Vodafone customers, sales channels and other communications providers, internal stakeholders and suppliers
• To ensure the smooth transition of customers onto and off the Vodafone network in line with customer and regulatory requirements
• To act as an escalation point to resolve exceptions and coordinate the resolution of system related faults with our technology partners
• Support the customer care delivery of high value services tailored to customer needs/segments and values
• Calls - adhere to business unit guidelines as per TQM evaluation system
• Identify and remedy gaps in knowledge ensuring KPI's, call and output quality is at the level 2 required standard (as per KPM)
• Troubleshoot customer queries to clear roadblocks and escalate where necessary
• Participate in team meetings/coaching, sharing their knowledge and experience
• Being supportive of team development and contribute to team activities.

• Responsible for the daily exchanges between Colonial and other banks, assist in the input of salary into the SIFS database, create/delete/modify PPT's and assist in the facilitating of the process improvements within the department in line with industry standards.