Hello! I’m Patrino, a seasoned customer care professional with extensive experience delivering high-quality service across various industries. With a strong foundation built through roles at respected companies like WorldRemit, TTEC, EXL, and Tech Mahindra, I bring a customer-centered approach to every interaction. My background covers multiple facets of customer support, from direct client communication to team coaching and process improvement, allowing me to drive customer satisfaction and retention consistently.

During my previous role at WorldRemit as a Junior Customer Care Executive, my focus was on providing quick responses to customer inquiries and addressing issues via phone, email, and live chat. My efforts resulted in a 30% rise in customer satisfaction and a 10% drop in complaints. Prior to that, as a Customer Service Support Coach at TTEC, I led initiatives to improve customer handling and team efficiency. My contributions, including training new support agents and implementing new strategies, helped achieve a 90% customer retention rate and improved overall response metrics.

I have a proven track record in training and mentoring team members, which has led to significant improvements in first-call resolution and reductions in escalations.I also have skill in recognizing and solving issues in service procedures, simplifying processes, and using data-driven tactics to improve customer satisfaction. Throughout my professional journey, I have honed my ability to improve processes, leading to shorter handle times and improved Net Promoter Scores.

I am proficient in Microsoft Office and case management systems, which I use to ensure precise documentation, efficient case management, and clear communication with team members and clients. These abilities assist me in maintaining order and providing excellent service, even in busy, high-volume surroundings.

In general, my journey has turned me into a flexible and outcome-focused customer service expert. I have a strong enthusiasm for improving customer experiences, be it through direct assistance or by instructing and leading others. I am constantly ready to apply my problem-solving attitude, team-player mindset, and dedication to high standards to fresh challenges.

If you need someone with extensive customer service experience and a commitment to always getting better, let's get in touch.