Grace Lindroos
Kauniainen,Uusimaa
Summary
A professional Call Centre Agent with 10+ years of experience.
Proficient in sales and customer data management. Well-versed in call-handling systems. Applies resourceful and logical thinking approach to problem-solving that resolves complex issues swiftly. Approachable communicator, confident in providing superior levels of customer care. Making rapport-building skills to seek timely solutions to customer problems. A hardworking, with a can-do attitude, and proactive individual committed to improving customer service, loyalty and satisfaction. Yearning to be excellent so that I will be able to add value to the company.
Work History
CS&A Inbound Agent
Kone Singapore Private Ltd
Singapore, Singapore
09.2019 - 05.2021
- (key user of Salesforce-based customer service cloud tool)
- Answering phone when customers calls or reports any elevator issues or man trapped.
- Improved call metric standards to exceed performance KPI targets.
- Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Handling customer requests, inquiries, feedback and complaints via phone and email.
- Logging cases into CSD system and classifying cases.
- Reassigning cases to relevant person in charge, and solving and closing cases within Service Level Agreement.
- Dispatching technicians whenever there are elevators or escalator breakdowns, issues, injuries reported, or persons trapped.
- Monitoring technicians response time.
- Preparing LTA (Land Transportation Authority) reports.
Insurance Executive
AIA Singapore
Singapore, Singapore
10.2017 - 04.2019
- Citibank partnership distribution, Singapore
- Promoting and cross selling new insurance policies to existing customers, their spouses and children.
- Handling customers' complaints, requests, enquiries, and claims procedures.
- Consistently met client satisfaction goals, identifying areas in which client may require aid and proposing solutions.
- Achieved monthly sales target while maintaining highest quality.
Senior Account Development Executive
Chubb Insurance (previously Ace Insurance Co. Ltd
Singapore, Singapore
01.2010 - 05.2015
- Promoting, cross-selling, and upgrading company's products and services via telephone
- Handling customers' requests and enquiries
- Assisting new and existing customers' travel insurance online application
- Advised clients on whether and when to make claims on policies.
- Maximised sales opportunities by converting enquiries into sales.
- Generated increase in new clients by proactively contacting previous quotes and lapsed clients.
- Managed over 100 customer calls per day.
Campaign Executive
American International Assurance Company Ltd
Singapore, Singapore
10.2008 - 12.2009
- Promoting and cross-selling company's insurance products.
- Updating information on customer interactions in customer relationship database.
- Performed call centre expectations and meeting service targets in service and productivity levels.
Customer Service Representative
Epldt Ventus Parlance
Mandaluyong, Philippines
10.2006 - 09.2008
- Calling US based customers to promote satellite tv products and services.
- Assisting customers on their online application and promoting company's satellite tv products.
- Assisted customers with varying questions using product knowledge and service expertise.
- Adhered strictly to policies and procedures for continued company compliance.
- Handling customers' enquiries regarding any promotions and billing concerns.
Education
eCommerce, Ethics of AI, Digital Marketing
09.2023 -
- Continuing education courses in Digital Marketing, eCommerce and AI.
Finnish Language Course
08.2022 - 12.2022
Studied Finnish Module 3 and an internship for 6 weeks
Finnish Language Course
11.2021 - 05.2022
Finnish Module 1 & 2
Bachelor of Business Administration - Finance Management Accountancy
06.2002 - 03.2006
Skills
- Telesales
- Online customer service
- Inbound call handling
- Expert communicator
- Customer retention
- B2C sales
- Target driven
- Customer communications
- Service knowledge
- Database administration
- Salesforce
- Resolving issues
- Customer rapport building
Interests
Exercising, Gardening, Cooking and Baking
Additional Information
- Website instagram. com/graceylovinlife LinkedIn linkedin.com/in/grace- lindroos-286810b0
Languages
English
Fluent
Finnish
Upper intermediate
Certification
Few Insurance Certificates and other Learning Certificates
Timeline
TechClass Digital Academy - , eCommerce, Ethics of AI, Digital Marketing
09.2023 -
Galimatias Concept Oy - , Finnish Language Course
08.2022 - 12.2022
Spring House Oy - , Finnish Language Course
11.2021 - 05.2022
CS&A Inbound Agent - Kone Singapore Private Ltd
09.2019 - 05.2021
Insurance Executive - AIA Singapore
10.2017 - 04.2019
Senior Account Development Executive - Chubb Insurance (previously Ace Insurance Co. Ltd
01.2010 - 05.2015
Campaign Executive - American International Assurance Company Ltd
10.2008 - 12.2009
Customer Service Representative - Epldt Ventus Parlance
10.2006 - 09.2008
Carlos A. Hilado Memorial State University - Bachelor of Business Administration, Finance Management Accountancy
06.2002 - 03.2006
Few Insurance Certificates and other Learning Certificates
Similar Profiles
Grace LindroosGrace Lindroos
CS&A Inbound Agent at Kone Singapore Private LtdCS&A Inbound Agent at Kone Singapore Private Ltd
Lukmann YeoLukmann Yeo
Service Operations Manager – Major Projects & Volume Business at Kone Singapore Pte LtdService Operations Manager – Major Projects & Volume Business at Kone Singapore Pte Ltd
Muthu Kumar KMuthu Kumar K
Process Analyst at KONE Elevators India Private LimitedProcess Analyst at KONE Elevators India Private Limited