I am a customer care and travel professional with more than six years of experience spanning travel, utilities, sales, and customer relations. I specialize in managing high-volume customer interactions while maintaining strong service quality and customer satisfaction.
I currently lead customer service representatives, supporting service delivery, performance management, escalation handling, and process improvement. I coach team members to improve first-contact resolution and ensure departmental targets are met.
My experience includes resolving complex enquiries, managing client relationships, documenting cases in CRM systems, and working within SLA and quality assurance requirements. I have consistently maintained customer satisfaction scores above 90% across customer-facing roles.
I also bring consultative sales and lead-generation experience, including prospect follow-up through phone, email, and WhatsApp. I have achieved strong lead-to-client conversion rates and helped increase repeat customer engagement through proactive relationship management.
I am a collaborative communicator with strengths in team leadership, active listening, problem-solving, escalation management, and reporting. I am focused on delivering reliable customer experiences and improving operational efficiency.
