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
05.2022 - 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
02.2016 - 05.2022
- 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
11.2013 - 02.2015
- 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
12-2028
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
05.2022 - Current
Call Agent
Outremer-Telecom/Intelcia
02.2016 - 05.2022
Customer Care Services
EuroCRM
11.2013 - 02.2015
Certificate in Mathematics -
University of Technology
Higher School Certificate -
Imperial College
BSc (Hons) - Applied Statistics
Open University of Mauritius
Similar Profiles
VIVEK SHARMAVIVEK SHARMA
Trade Manager at State Bank of Mauritius, SBM BankTrade Manager at State Bank of Mauritius, SBM Bank
Sanjini Lukshmi NAGHEE REDDYSanjini Lukshmi NAGHEE REDDY
Financial Analyst at SBM Bank (Mauritius) LtdFinancial Analyst at SBM Bank (Mauritius) Ltd
Darlene Françoise JhoomuckDarlene Françoise Jhoomuck
Operations Officer at SBM Bank Mauritius LtdOperations Officer at SBM Bank Mauritius Ltd
Gulshan GroochurnGulshan Groochurn
Operations & Administration Supervisor at Curious ChamarelOperations & Administration Supervisor at Curious Chamarel
MARIE CINDY RAMSAYEMARIE CINDY RAMSAYE
Accountant at Senneville Agricultural LtdAccountant at Senneville Agricultural Ltd