ENJOOD MERZA

• Managed floor operations efficiently.
• Oversaw KPI tracking and reporting.
• Managed utilization and occupancy metrics effectively.
• Provided assistance to resolve technical issues.
• Managed workforce scheduling and overtime allocation.
• Enhanced team capabilities through targeted skill development.

• Flexi and Fixed Investment: Targeting customers in Beyon Money Investment.

• Card Sales: Promoting marketing campaigns.

• Card and Customer Support: Providing Technical Support and guidance of Beyon Money app and its feature.

• Escalation Management:

• Lost Card Management

• Spearheaded initiatives to elevate agent skills and product knowledge through targeted training programs, resulting in a measurable improvement in team performance and customer service delivery.
• Provided comprehensive technical support, effectively liaising with BNET to swiftly resolve issues and uphold high service standards, ensuring customer satisfaction.
• Managed escalations and coordinated seamlessly with multiple departments, guaranteeing timely resolution of customer inquiries and operational challenges, thereby enhancing service efficiency.
• Actively contributed in enhancement meetings, sharing innovative ideas that led to significant process improvements and increased operational efficiency across the team.
• Developed and maintained detailed documentation of processes, facilitating knowledge sharing and comprehensive training for new team members, which fostered a culture of continuous learning.
• In multiple occasions, I am being assigned as an acting Team Leader in recognition of my leadership and performance management skills.

• Proactively resolve customer issues with efficiency and effectiveness, ensuring prompt solutions that enhance customer satisfaction.
• Deliver exceptional customer experiences that leave a lasting impression, significantly impacting the organization’s reputation and loyalty.
• Demonstrate strong communication skills to foster positive relationships with customers, actively listening to their needs and providing tailored solutions.
• Maintain composure and speed under pressure, adeptly managing high-stress situations while delivering quality service.
• Utilize persuasive techniques to effectively market new products and services, driving sales and customer engagement.