Phylis Ruo Customer Service Supervisor

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Customer Service Supervisor

Glamhome Agency Limited

Feb 2022 - Current (4 years 7 months)

• Coach Team members to deliver hospitable and professional service adhering to the companies service model • Manage escalated customer complain with diplomacy, successfully deescalating situations ensuring satisfactory resolutions for involved. • Respond to customer queries and resolve complaints to establish and increase customer satisfaction. • Conduct individual evaluation performance metrics to identify areas of improvement to provide targeted coaching to boost results. • Create and prepare reports on customer service to the various departments. • Implement feedback system for customers to provide comments and suggestions to improve service.

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Unit Manager

Madison Group

Feb 2020 - Dec 2021 (1 year 11 months)

• Assisted in development and implementation of policies, procedures and regulations for unit operations • Handled complaints from insurance company and immediately took steps for quick resolution and to prevent re-occurrence. • Maintained accurate documentation insurance agents activities and unit metrics for transparency and efficient reporting. • Promoted a culture of safety within the unit by enforcing strict adherence to protocols guidelines of the regulatory body.

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Client Relation/Office Administration

Madison Group Moi Avenue

Jan 2019 - Jan 2020 (1 year 1 month)

• Improved client satisfaction by actively listening to their needs and promptly addressing concerns. • Supported company growth by collaborating with colleagues on new business development initiatives. • Resolved customer issues swiftly, fostering a positive client experience and promoting retention. • Enhanced overall productivity with effective scheduling, prioritization and resource allocation. • Identified potential sales opportunities within existing client base to support revenue growth objective. • Utilized CRM software to track client strategies and communication efforts.

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Customer Service Representative

Madison Group

May 2015 - Jan 2020 (4 years 9 months)

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. • Handled customer inquiries and suggestion courteously and professionally. • Answered constant flow of customer calls with minimal wait times. • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues. • Participated in company product development committee ensuring customer friendly product from the company.

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Check Off Administrator

Pioneer Assurance Company Limited

Nov 2013 - Apr 2015 (1 year 6 months)

• Managed office inventory levels ensuring adequate supplies were available while minimizing waste and unnecessary spending. • Entered and maintained departmental records in company database. • Generated reports to suggest corrective actions and process improvements. • Maintained accurate documentation of company policies and procedure for easy reference by all employees. • Served as liaison between department, fostering open communication channels that improved overall organization function. • Drove marketing initiatives to increase brand recognition, facilitate promotion and revenue

Phylis Ruo

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