Customer Service Improvement Initiatives

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Role: Project Lead | Duration: 3 Months

As part of my role at Custodian Life Assurance, I led a project aimed at improving customer service response times and overall satisfaction. The project involved analyzing customer feedback, identifying key pain points, and implementing process improvements to enhance service delivery.

• Data Analysis: Collected and analyzed customer feedback to identify recurring issues and areas for improvement.

• Process Optimization: Streamlined internal processes, reducing response times by 20% through better use of CRM tools and more efficient ticket routing.

• Team Collaboration: Worked closely with the development team to address technical issues and improve the online customer portal.

• Training & Support: Trained junior customer service representatives on best practices for handling inquiries and conflict resolution, leading to a 15% increase in customer satisfaction scores.

This project helped me strengthen my problem-solving, teamwork, and communication skills, while also demonstrating my ability to take initiative and drive results