Kelly Sofikiti

• Analyze customer feedback data to identify trends and develop actionable insights for continuous improvement efforts.
• Advocate for the customers within the organization in order to meet and exceed their needs and expectations.
• Streamline communication channels for improved customer interactions and feedback management.

• Supervise and mentor Internal Customer Service Team (2nd level support), providing guidance and support to ensure high-quality service delivery.
• Monitor customer interactions to ensure adherence to company policies and procedures, as well as quality standards.
• Handle escalated customer inquiries and complaints, resolving issues promptly and effectively.
• Develop and implement training programs to enhance the skills and knowledge of customer service team members.
• Collaborate with other departments, such as billing, complaints, ordering, collection and technical support, to streamline processes and improve overall customer satisfaction.
• Prepare regular reports on customer service performance metrics for management review.

• Review and process Electricity and Gas Orders - Applications
• Review and process Cancellations
• Provided Dealers with detailed information on company products, services and materials.
• Responded to Dealers inquiries via phone, email and web-based platforms.
• Daily Reporting providing insights into Ordering operations, challenges and achievments

Web Banking & Branch Support

Provided customer support to internal and external customers on:

• Internet Banking
• Card Management
• Transaction Processing