•	Measure and monitor telephone handling matrices and ensure delivery of service as per service standards.
•	Ensure customer complaints are handled and escalated in a timely manner through well-defined service recovery processes and practice.
•	Conduct spot calls or mock calls on new product/ process/ marketing schemes to ensure consistency and understanding
•	Capitalizing on the strength of each member and through participative decision-making, a Team metamorphs to a cohesive whole, yielding excellent results.
