Raymond Elvin

- Identify customer network issue and resolve at the point of contact

-Troubleshoot and resolve customer fault report end to end on the 5G/4G network

- Troubleshoot end to end and provide technical assistance to end users through phone/emails
on Mobile data services related Issue (example APN)

- Do compilation on Major network issues on daily basis and report to relevant (2nd level,
backend & engineering team) to rectify the problem immediately.

- Support to answer all fault network queries and request received via email and call

- Work closely with Network engineering and device management team to identify and
troubleshoot network related issues in various mobile devices and perform testing.

- Contact the customer and update with the case status/resolution or obtain necessary
details/information for further escalation.

- Filter escalated/assigned cases and update it with the information needed and escalate/forward
to the relevant queue/team for further action/resolution/investigation.

- Update case progress/status to the customer on time

-Maximize opportunities to up sell or cross-sell company products and services in accordance
to guidelines given

• Entered customer interaction details in CRM & KENAN system to track requests, document problems and record solutions offered
• Verified accurate responses to questions and inquiries by maintaining advanced product knowledge
• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
• Received multiple positive reviews acknowledging dedication to excellent customer service
• Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas
• Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response
• Promoted available products and services to customers during service, account management and order calls
• Responded to customer requests for products, services and company information
• Answered over more calls per day to meet fast-paced call center demands
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Educated customers on company systems, form completion, and access to services
• Maintained accurate and current customer account data with manual forms processing and digital information updates

Overseeing the check-in/check-out process, handling guest inquiries, and ensuring smooth operations.

Supervising, training, and coaching front desk staff, including receptionists and concierge staff.

Ensuring guests receive exceptional customer service and resolving any issues or complaints.

Maintaining accurate records and reports, including cash handling and room assignments.

Ensuring that all front office equipment and supplies are maintained and in good working order, and keeping up-to-date with hotel policies, procedures, and promotions.

Coordinating with other departments, such as housekeeping, to ensure smooth hotel operations.

Assisting with scheduling and payroll for front desk staff.

Addressing guest inquiries and complaints in a timely and professional manner.

Maintaining a professional and welcoming atmosphere at the front desk

Providing training and development opportunities for front desk staff.

Monitoring and evaluating the performance of front desk staff and providing feedback.

Ensuring that all front office standards are met and maintained at all times by all members of the Guest Services team.