Fabrice Ponnapen
Riviere des Anguilles
Summary
An organized individual with a persistent attitude and strong work ethics. Ready for any challenge and willing to learn and grow within a well- established company.
Overview
11
11
years of professional experience
Work History
Contact Center Agent
SBM(Mauritius) Bank Ltd
2022.05 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer requests for products, services and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Answered over 70 calls per shift to meet fast-paced call center demands
Call Agent
Outremer-Telecom/Intelcia
2016.02 - 2022.05
- Assist customers with any issues being faced concerning services offered.
- Attended training to stay up to date with new products and service offerings
- Escalated complex matters to management to request information or appropriate action to resolve
- Answered inbound customer service calls to assist with questions, concerns or problems
- Recognized and documented trends in customer calls to facilitate process improvements
Customer Care Services
EuroCRM
2013.11 - 2015.02
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests for products, services and company information.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
Education
BSc (Hons) - Applied Statistics
Open University of Mauritius
2028-12
Certificate in Mathematics -
University of Technology
11.2023
Higher School Certificate -
Imperial College
01.2013
Skills
- Time Management
- Problem Solving
- Basic First Aid
- Teamwork
- MS Office
- Proactive
- Customer service
- Hobbies
- Customer support
- Call center operations
Affiliations
Member of the Mauritius Scout Association
Hiking
As a scout the hiking activity is one of the most satisfying part of it.
Timeline
Contact Center Agent
SBM(Mauritius) Bank Ltd
2022.05 - Current
Call Agent
Outremer-Telecom/Intelcia
2016.02 - 2022.05
Customer Care Services
EuroCRM
2013.11 - 2015.02
Certificate in Mathematics -
University of Technology
Higher School Certificate -
Imperial College
BSc (Hons) - Applied Statistics
Open University of Mauritius