Samuel D Samala

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• Provided real-time assistance to agents for resolving customer concerns during email and chat interactions. for concerns during email or while having chat conversation.
• Conducted weekly coaching sessions and team huddles to support agent development.
• Facilitated agent career growth through task delegation and recognition of achievements.
• Agents passed their month on month overall scores.
• Analyzed emails and chats to identify reasons for dissatisfaction scores.
• Issued NTEs to repeat offenders for violations of the code of conduct.
• Coordinate with PTO alloc with WFM and share to other tl and managers to collate all pto request and send back to wfm.

• Coordinated logistics to ensure all agents completed daily tasks efficiently.
• Provided coaching and led team huddles to align processes and enhance team collaboration.
• Participated in daily meetings with managers to discuss performance updates and align on objectives. with managers and other leaders for daily updates and performance

Qantas Airline - Loyalty (Qantas Points and Status credits)

As Team Lead.

All agents are giving the best of their ability each day and each month by meeting their Daily Email per hour and passing all their KPIs such as reliability, QA and Email per hour.

Established status match program to attract winback customers from competitors.

Realtime review of their membership status by explaining when their anniversary date is, explaining how to get upgraded and avoid being downgraded.

Attend daily calls with clients for process update and continous improvement.

Educate customers on how points are being earned and their current status before upgrading to a higher tier.

Led a team of agents, providing guidance and support to enhance performance.

Led agents to consistently meet daily email targets and achieve KPIs in reliability, quality assurance, and email response time.

Take over emails asking for escalation for a supervisor.

To ensure all agents are all equipped and align with process and updates by Conducting one to one coaching at least 1 per agent per week.

Attended QA Triad Coaching.

Reviewed and responded to emails promptly at start of each shift.

Explain and present performance to Ops Managers, Clients and Site Director.

Supported agents' growth through task delegation and constructive feedback. Coordinate with WFM for changes in schedule and plotting of Vacation Leave

Performed duties as an agent in a mortgage service environment.

Assessed income and expenditures to establish payment plans for mortgage clients facing financial difficulties.

Conducted outbound calls to clients regarding mortgage payment issues and potential options for resolution. to those with delinquent payers or possible removal from the mortgage due to can't afford to continue paying their mortgage anymore by surrendering the key of the place.

Executed quality assurance tasks to ensure compliance with standards.

Attended internal and external calibration meetings, sometimes facilitating discussions or sending minutes of meeting.

Ensuring that agents meet the world class standard customer service - Lloyds banking group.

Agents are strictly adhering with the process guidelines and are all aligned with updates on the process.

Doing outbound calls to those with delinquent payers or possible removal from the mortgage due to can't afford to continue paying their mortgage anymore by surrendering the key of the place.

Attend both internal and external calibration. (Sometimes as facilitator or who sends MOM.)

Provided Level 3 chat support for up to three customers simultaneously.

Assessed specifications for laptop availability and pricing.

Recommended upgrades for customers considering enhancements to their laptop specifications.

Assist concerns related to Toshiba Laptops.

Best offers for laptops depending on their needs or the specs that they prefer(Especially during Thanksgiving Black Friday Sale)

Handled incoming calls to address customer concerns related to inbound sales.

Inquired about available services at customer addresses, including internet, landline, TV, and mobile for new connections and winback.

Inquired about available upgrades for higher internet speed options.

Assisted new and existing customers with DirecTV services. (purchase the best offer such with premium channels or NFL Super Bowl)

Answer incoming calls to help customers for the following concerns:

Booked new flight reservations, prioritizing cost-effective options for customers

Rebooked cancelled or delayed flights, ensuring timely travel arrangements for customers

Confirmed flight details for customers

Assisted customers with lost or damaged baggage inquiries at the airport, ensuring clarity and support.

Provided updates on flight status, including cancellations or delays