I've worked as a call center agent for Vodafone UK where I overachieved on all aspects of my KPIs (NPS, AHT, CRI and hold/ACW times). I'm quite familiar with CRMs, having worked with Siebel, Halo, Vampire, and NICE. I was in charge of handling the billing (Pay Monthly) department customer complaints and queries. I settled disputes in regard to overcharges, explained SLAs, took and fixed some technical issues to enhance customer experience, and tracked orders the customers placed with us, both on our systems and warehouses, and with the courier itself.