Komlavi Justin Viglo
About Candidate
Worked as communication and social page’s manager in digital company. Then as a sale agent in charge of services offering and prospecting for new customers. Assistant and communication manager of a great music foundation. Later on, I’ve been a customer service representative. After that, as a Quality Evaluator. Above all, music is my passion.
Work & Experience
- Greeting customers in an efficient and professional manner - Facilitating inbound and outbound telephone calls - Going the extra mile to satisfy the customers and keeping the company’s best interest in mind - Resolving customer and store inquiries in a timely manner - Researching and suggesting alternative to customers - Providing assistance to customers on airlines requests
- Ensuring, correcting booking details information, then performing surveys to find areas of improvement - Finalizing agents mishandled cases and make suggestions for improvement through new techniques - Contacting airlines to meet their policies standard. - Explain technical concepts in an easy-to-understand manner
- Delivering high level of Service and Professionalism on each interaction by upholding the company's Quality Program and by ensuring that our teams meet the established standards of quality through regular audits, coaching, calibrations, and by meeting various Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) - Evaluate a required number of cases, calls, emails, chats, and tasks on a weekly basis while being available for support during the shift - Fulfill quality reports and other reportorial requirements accurately and within the specified timelines - Attend or conduct various meetings or calibrations, as scheduled, and as needed - Lead team calibration sessions - Identify crisis situations or any posts that are potentially harmful to the company and follow policy and procedure. Alert Team Leader, as appropriate, to potential escalated situations - Supporting Corporate values and Assuring confidentiality and security of all company files and information
