Dalmaree sharol daniels

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Customer Experience Team Leader

Jan 2024 - Current (2 years 10 months)

Manage our Front Office Team (Direct Funding Bank). • Expand and improve the quality of service delivered by driving speed and efficiency through a reduction of operational waste. • Role model customer service (written and verbal) and handle complex customer issues or escalations resulting in effective customer service. • Be a product and process expert and source of knowledge for your team. • Focus on recognition and staff development. Deliver service and service levels across all channels (calls, chats and emails). • Drive CSAT and ensure team and individual KPIs are met. • Update and maintain standard operating procedures. • Identify and escalate client experience, user insights, gaps and opportunities which can be used to improve

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Senior Banking Customer Experience Specialist

LULA,

Jan 2022 - Oct 2024 (2 years 10 months)

• Deliver exceptional customer service, fostering a professional and engaging experience for banking clients. • Maintain punctuality and manage personal productivity to meet or exceed SLAs and KPIs. • Cultivate expertise in banking processes and products, evolving into a subject matter authority. • Consistently achieve weekly performance targets and metrics. • Collaborate effectively with colleagues to enhance overall customer service delivery. • Engage in cross-functional support and provide constructive feedback to improve team dynamics. • Drive customer satisfaction and quality assurance through positive engagement and high service standards. • Contribute actionable feedback for the continuous improvement of internal processes an

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QualityAssessor

BYC Aqua,

Aug 2019 - Dec 2021 (2 years 5 months)

• Spearheaded the Old Mutual finance campaign, focusing on comprehensive assessments, targeted training, and detailed reporting. • Diligently evaluated internal work quality against established benchmarks and protocols. • Expertly managed complex query escalation to maintain service excellence. • Produced monthly compliance reports using PowerPoint and Excel to monitor team adherence to Old Mutual brand standards. • Conducted thorough audits of Quality Assurance processes to ensure alignment with client requirements.

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OMF QualityAssessor Customer solutions

Old Mutual Finance,

Nov 2014 - Nov 2018 (4 years 1 month)

• Expertly managed escalated calls, ensuring customer satisfaction and resolution. • Delivered constructive feedback to stakeholders to drive continuous improvement. • Served as a mentor, enhancing team skills and proficiency in technology applications. • Contributed insights for process and system enhancements, focusing on product and quality issues. • Ensured exceptional service delivery through diligent personal effort. • Expanded impact by continuously developing a diverse skill set. • Fostered collaboration to achieve outstanding personal and team results. • Facilitated training and implementation of standard operating procedures within the call center. • Embodied and promoted company values in all actions. • Conducted meticu

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Customer Service Advisor

Wns Fusion House,

Mar 2011 - Oct 2014 (3 years 8 months)

• Utilized diverse resources to conduct thorough research and gather pertinent information. • Efficiently managed and resolved customer complaints, ensuring satisfaction and service excellence. • Informed customers about products and services, enhancing their understanding and engagement. • Accurately entered and updated customer information in the database, maintaining data integrity. • Identified urgent issues and escalated them appropriately to expedite resolution. • Conducted diligent follow-up calls to confirm issue resolution and maintain customer loyalty. • Maintained comprehensive records of customer interactions and transactions through detailed call logs. • Proficient in utilizing CRM software including SAP, Agent Workbench

Dalmaree sharol daniels

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Dalmaree sharol daniels

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