SARAH AISYAH BINTI AZAHAR

• Oversee and analyze CSR performance metrics on a daily, monthly, and annual basis ensuring targets are consistently met and identifying areas for improvement.
• Compile, evaluate and report operational data and customer satisfaction surveys regularly to track trends and enhance overall service performance.
• Lead consultation sessions with CSR teams based on detailed performance evaluations to guide improvements in service quality and efficiency.
• Participate in regular briefings with the BPO team aligning on objectives and service strategies.
• Document and prepare detailed minutes for meetings ensuring accurate records of discussions, key decisions and follow-up actions.

Achievement: Successfully contributed to the implementation of a new ticketing system for the Outbound Campaign enhancing customer information management and significantly improving workflow efficiency.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Addressed customer emails efficiently, delivering timely and comprehensive solutions to inquiries and issues, contributing to improved customer satisfaction.
• Worked with cross-functional teams to optimize service processes, driving enhancements in customer experience and operational effectiveness.