Deborah Biam

Manages customer inquiries and resolves issues across multiple channels for a leading financial institution, ensuring high satisfaction and efficient service delivery.

• Managed diverse customer inquiries across calls, emails, and live chat, ensuring professional and prompt service delivery.
• Resolved complex customer issues on first contact by providing accurate information on products, services, and policies, enhancing service efficiency.
• Accurately documented all customer interactions in CRM and escalated unresolved concerns to ensure timely resolution.
• Conducted proactive follow-ups to maintain high customer satisfaction ratings and uphold stringent service quality standards.
• Continuously updated knowledge on current promotions and policy changes to provide accurate and informed assistance to clients.

Streamlined administrative and ticketing operations for a travel agency, ensuring efficient client services and internal coordination.

• Managed comprehensive travel bookings, calendar schedules, and professional email correspondence for key stakeholders.
• Provided critical administrative and logistical support across multiple departments, coordinating meetings and travel arrangements.
• Acted as the primary point of contact for all internal and external communications, streamlining information flow and improving responsiveness.
• Enhanced customer experience by implementing timely follow-ups and proactive service, contributing to improved client satisfaction.
• Successfully managed multiple administrative priorities and deadlines with minimal supervision, ensuring operational efficiency.

Drove customer satisfaction and revenue growth for a travel investment firm through expert client communication and service optimization.

• Managed multi-channel client communications, resolving inquiries, and efficiently processing bookings to ensure seamless service delivery.
• Achieved a 78% customer satisfaction rate by consistently delivering timely and effective service solutions.
• Analyzed client feedback to proactively identify and resolve recurring service issues, enhancing overall service quality.
• Drove revenue growth by actively engaging in cross-selling and securing valuable client referrals.
• Identified and resolved contract loopholes, directly contributing to a 20% increase in profitability.

Supported logistics and administrative functions, optimizing operational efficiency and cost control for a travel investment firm.

• Coordinated daily driver activities, time tracking, and logistics, ensuring efficient fleet operations and timely deliveries.
• Managed routine office expenses and verified over 100 fueling memos monthly, ensuring financial accuracy and compliance.
• Maintained comprehensive documentation for invoicing and internal recordkeeping, improving data integrity and accessibility.
• Implemented measures that improved cost control and accountability within logistics operations, reducing unnecessary expenditures.

Assisted with nationwide logistics and transport operations for a national examination body, improving efficiency and accuracy.

• Supported the planning and nationwide dispatch of exam materials to over 5,000 schools, ensuring timely distribution.
• Initiated and maintained transport documentation, significantly improving record accuracy by 60%.
• Conducted performance checks on deliveries, successfully reducing delays by 10% through proactive monitoring.