John Kaunda

Extracted and analysed data from Queuemetrics system to generate reports on Call Centre agent performance (answered and missed calls). Assisted in writing IVR (Interactive Voice Response) scripts for new products and services to optimize customer experience. Recorded and produced IVR content. Provided recommendations to QA team on system and process improvements, highlighting call centre operational trends to achieve performance targets.

I work as an Assistant Quality Assurance & IVR Officer, using data analysis to find ways to improve services and make operations run smoothly. My responsibilities include collecting and analysing data, ensuring service quality, and creating reports. By doing this, I contribute to our company's goal of providing outstanding customer service.

Provided polite and effective solutions to 100+ customers daily, ensuring customer retention. Maintained comprehensive knowledge of company products and services to assist customers. Utilised company’s call management system and other software to handle customer calls. Escalated customer issues to relevant departments and recorded details in the company’s CRM system.