Enny Silva

• · A strong focus on providing exceptional and consistent service to members and acting as a reliable and trusted point of contact. Ensuring first-contact resolution where possible

• · Proactively and continuously build and maintain product knowledge and important regulatory policy (e.g., General Data Protection Regulation)

• · Meticulously capturing interactions onto CRM systems, correctly providing prompt and comprehensive responses to queries and concerns raised

• · Approach every member interaction with expert service and professionalism aligned to MDU values. Provide

knowledgeable and accurate assistance to customers and go the extra mile in providing service satisfaction

• · Responsible for overseeing service levels and site performance in real-time to enable successful management of inbound and outbound phone, chat, and email demand

• · Queue management (within the interval): monitoring queues, managing individual agent skills, situation

management

• · Generated tailored reports, including shrinkage, agent level, and schedule adherence reports

• · Provided feedback to Operational Management on intraday, daily, weekly and monthly performance, and individual agent performance: highlighting issues outside of agreed tolerances and behavioural expectations

• · Upheld dynamic and manual assignments needed to ensure mandatory training is allocated and completed

• · Worked for various departments within the institution, including Isolation Assurance and Compliance, Isolation Follow-up NHS Test and Trace, Tier 2 NHS Test and Trace, John Lewis

• · Worked to deliver end-to-end customer experience products and solutions through voice communications, as first point of resolution for all inquiries

• · Ascertained and modified methods of communication to differing customer requirements to drive customer satisfaction and provided high customer service levels whilst observing service level agreement (SLA)

• · Implemented enterprise cloud computing, customer relationship management (CRM) software solutions and SaaS to ensure accurate data management of clientele within contact centre