جاي سمية

 Act as the primary point of contact for key client account (Rotana Hotel Bookers).
 Have been working as an Assistant Supervisor, managing a team of 14 advisors with different nationalities.
 Lead a team of 4-5 people with different nationalities, in selling/acquiring new Air Miles members during campaigns.
 Achieved 125% of the sales target during campaigns.
 Liaise with clients to resolve any functional gaps and issues in order to maintain consistency at all customer touch points within the customer care domain.
 Ensuring Service level being achieved more than forecasted and procedures duly followed by the entire team.
 Taking care of daily communication along with the Sales team(Commercial Team) in managing the Partner Account.
 Managing calls queues, email queues, product training and escalation.
 Coordinating with Commercial and Rewards team in case of any process changes.
 Communicate the client’s goals and represent the client’s interest to the team.
 Deliver world class customer service and build customer satisfaction and loyalty.
 Provide effective and timely resolution of a range of customer inquiries.
 Provide effective customer support ensuring minimal complaints and on time deliveries of all rewards.
 Complete ongoing training to stay abreast of product, service, and policy changes.

 Last profile included, analyzing 3+ callers in day. Gave resolution and passed on process improvement ideas to the management. The department was headed by our VP.
 Responsible for customer service for our clients in UK regarding billing.
 Ensuring customer retention in the best possible manner.
 Educate customers on bill enquiries.
 Analyse repeat customer accounts.
 Ensure all aspects of customer service are met.
 Make sure that quality is also met while providing customer service.
 Assist, train and mentor new Contact Centre staff.
 Handling complaints and making sure that they are resolved promptly.
 Monitor calls for the new staff and coach them.
 Achieving targets set by the Team Leader on daily basis.
 Supporting Team Leaders to achieve company SLA.
 Ensured calls are being answered professionally, with accurate processes being followed.

 Selling Demat account and Trading account
 Achieving sales targets by way of acquiring new clients and generating revenue in terms of brokerage.
 Acquisitions of new relationships and Handling existing clients.
 Increase customer base of the company.
 To maintain & follow up the accounts plan for each of the existing relationship.
 Coordinating between the Client and back office operations team

 Achieving sales targets by way of acquiring new clients.
 Educate customers and sell product and services.
 Following up with prospective clients and converting them into customers.
 Displaying the brand value.