Mubanga Musenga

• Assisted in training new hires on web chat processes, tools, and best practices, ensuring their seamless integration into the team.
• Contributed to a positive work environment through effective communication, collaboration, and active participation in team activities.
• Consistently met or exceeded monthly key performance indicators, including chat quality scores and user feedback ratings.
• Elevated overall service quality with prompt follow-ups on open cases until satisfactory resolution was achieved for clients.
• Occasionally oversee a group of 8 additional web chat agents to make sure all of the duties are completed successfully.
• Ensure superior customer experience by addressing customer concerns,demonstrating empathy and resolving problems quickly and efficiently.
• Wield various systems tools to interact with and assist clients including; emails, webchats, Facebook messages, and WhatsApp messages.

Key Achievements

• Address, share and resolve internal errors; successfully minting a query response rate of 75% over 3 years straight.
  
• Resolve 95% of customer issues quickly and escalate the other 5% of issues beyond the Contact Center's scope.

• Actively applied technical expertise in providing customer service via digital channels contributing to the team's success winning the Authority 3 awards of Excellence in Information Communication Technology by the International Social Security Association (ISSA).

• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Handled approximately 75-150 inbound calls on a daily basis in a busy fast paced Call centre.
• Worked productively to determine the needs of customers and fast tracked solutions to those needs.
  Answered inquiries by effectively researching, locating, and relaying information to customers.
• Tasked with originating, handling, and closing applications for clients' pension benefits.

Key Achievements

• Provided efficient and expedient service catering to over 20, 000 calls over 1 year.
• Continually worked to enhance the call center's reputation by providing quality and timely service, maintaining over 75% customer resolution rate.

• Contributed to a positive work environment through effective communication and teamwork among colleagues.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Assisted in training new customer service clerks, sharing best practices and providing guidance as needed.
• Handled 70+ walk-in customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction.
• Memorized all company products and services to be able to answer customer questions quickly and efficiently.
  Greeted clients entering the institution to give them a pleasurable outlook of the Authority.
• Received and vetted numerous claims from clients.
  Attended mobile office on a monthly and rotational basis. Kept in touch with clients until claims were resolved

Key Achievements

• Attained an exceptional service record of over 72, 000 client interactions over 3 years.
• Exceeded and achieved goals each year, earning a bonus of 80% of the income.

• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
• Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
• Responded to inquiries from callers seeking information.
• Directed phone inquiries, answered customer questions, and scheduled appointments.
• Checked in visitors and employees and communicated directly with customers either by telephone, electronically, or face-to-face.
• Responded promptly to client inquiries, and handled and resolved client complaints.
• Obtained, sorted, and distributed mail; kept up with, and delivered packages.
• Escorted patients from the emergency room area for medical evaluations.
• Assisted with extra office tasks as instructed by supervisor.