Roma L.

Answer escalated and/or non standard incoming calls from clients and/or customers in a professional, polite, and courteous manner. Provide prompt resolution to customer inquiries by assisting in resolving customer service issues and concerns. Determine optimal processes to resolve customer concerns through assessing individual situations and authorizing specific policy exceptions in the interest of the customer. Accurately document and update record in required systems. Follow up in a timely manner to ensure customer satisfaction. Understand all programs, systems, and procedures necessary to perform job effectively. Knowledge, understanding, and compliance with NCO policies and procedures. Maintain knowledge of functional area and company policies and procedures. Provide feedback to management concerning possible problems or areas of improvement. Make recommendations to implement improved processes. Perform other duties as assigned by management.