Dorcas Kaura

Represented and conveyed client’s brand/company Created solution-based emails, and live chat messages in response to customer tickets/inquiries, and answered phone calls Worked independently; managed time and multi-tasked Communicated regularly with clients, teams, and management using Slack and Email and SMS support Conveyed solutions and ideas to clients to improve their business and Customer Service Experience Attended team meetings via zoom to check in with clients and fellow team members

Managed multiple delinquent accounts for debt collection Kept track of assigned accounts to identify outstanding debts Planned a course of action to recover outstanding payments Negotiated payoff deadlines or payment plans Handled questions or complaints Investigated and resolved discrepancies in payments or accounts

Investigated attendance and quality incidents across marketplaces Used exceptional judgment and noticing to solve customers’ problems Communicated the resolution of investigations with empathetic, customer-centered communication Justified the reasoning behind decisions to stakeholders Worked efficiently and effectively to resolve customer inquiries Developed reliability initiatives to improve the overall quality of the marketplace and experience for customers Worked within cross-functional collaborations Managed and maintained communication on multiple platforms Gained knowledge on product updates to ensure acting with the most up-to-date information