Associate Account Manager
Sutherland Global Service
2 2015 - 5 2024
- Tech Support: Handle both client and agent technical issues, including internet concerns and problems with electronic devices, particularly computers.
- Billing Support: Address clients' billing concerns, process payments, and respond to all billing inquiries and complaints.
- Refund Approval: Review and approve refund claims for clients.
- Data Analysis: Analyze monthly team performance data to track progress and identify areas for improvement.
- Performance Goals: Lead efforts to achieve key performance metrics, including:
85% customer satisfaction rating
78% call resolution rate
85% issue resolution rate - Audit: Regularly audit agent performance to ensure adherence to standards.
- Email Updates: Send daily and monthly performance reports, along with weekly updates from the client.
- 1-on-1 Coaching: Conduct individual coaching sessions with team members to support their development and address performance issues.
- Team Huddles: Facilitate weekly team
- Feedback Loop: Gather feedback from both clients and team members to continuously improve service delivery and processes.
- Training: Identify training needs and coordinate with relevant departments to ensure team members have the skills and knowledge they need.
- Client Relations: Maintain strong relationships with clients to understand their needs and address any concerns proactively.