SHARMILA RANI

Skills:
**Ability to resolve the most complex technical errors and deliver quality customer service with ensured customer satisfaction
**Proficient in different computer applications used in a call center environment
**Ability to deliver the best results even during the most stressed situations at work
**Excellent multitasking and organizational skills
Work responsibilities:
**Answer incoming technical calls from Home Fibre Customer
**Technical troubleshoot through live chat and calls to solve the Home fibre Internet issues.

Example of troubleshoot:

• Guide to setup new router
• Arrange on site technician
• Relocation
• Follow up cases with Netlink Trust
• Guide run speed test
• Slow connection or intermittent connection
• Wireless@sgx calls

**Perform security check and verify details of the customer, service plan and other specifications in the CRM
**Log in nature of complaint and other details regarding the problem as provided by the callers
**Assign complaint ID and inform the customer regarding approximate time needed for the resolution of the problem

• Cashiering With Great Customer Service
• Receiving & Clearing Of Stock Delivered By Warehouse (Cartons Of Drinks, Cigarettes, Beers, Wine, Snacks, Etc)
• Receiving & Clearing Of Dairy Products, Packed Meals, etc From Supplier
• Checking Expiring Of Products Especially Bakery, Dairy & Fast Food (Such As Sandwiches & Packed Meals)
• Cleaning Of Equipment's Such As Slurpee Machine, Fast Food Chiller, Softee Machine
• Packing & Stacking Of Stock In Store Room
• Overall Housekeeping (Cleaning, Sweeping, Mopping, Sanitizing) Of Store Such As Shelves, Chiller, Floor, Counter, Etc
• Replenishing Or Topping Up Of Stock Onto Display Shelves & Chillers, Ensuring 100% 'First Expire First Out' Policy
• Ordering Of Stock That Are Low In Stock
• Admin work.

• INBOUND: Handling inbound calls from drivers and passengers
• Assist drivers and passengers on the grab application issue (Technical Issue)
• Help driver on the incentive and fare calculation.
• Help passenger to clear the decline transaction for grab pay (online payment method)
• Handling complain from passenger and driver (dissatisfaction)
• Advice driver on the incentive calculation process and the requirement
• Handling high priority cases via call (sexual arrestment/drug case/accident case)
• Assisting Floor (Guide Newbies to answer call and provide product information)
• OUTBOUND: Making outbound call to the driver to check the passengers lost item status
• Making courtesy call for the high priority cases (sexual arrestment/drug case /accident case)
• EMAIL: Reply email from driver and passenger and provide solution in email.

• Reply AIA agents and customer enquiry via email
• Help customer and agents on policy related enquiry
• Ex: policy status, plans benefits, policy due date, payment history, claim cheque status
• Perform one-time credit card deduction
• Perform case creation and assign case to the staff to reply emails.

• Attend incoming call from SingTel customer regarding general enquiry and billing enquiry.
• Activated the roaming plan to customer and offer value added services.
• Provide product and package information.

• Attend incoming calls from Astro subscriber (General and Billing enquiry)
• Provide latest product and package details to customers.
• Provide customer account information such as account outstanding amount, early termination charges and billing cycle date
• Assist customer to charges the credit card or debit card to pay monthly bills
• Help customer to activated or deactivated the Astro account
• Help customer to change the Astro package either upgrade or downgrade the package.