DESCRIPTION
Noble Assistants partnered with Agape Initiative for Humanity, a non-profit organization, to manage and improve customer service operations, streamline communication channels, and enhance community engagement.
When
January 2022 - December 2022
Project Objectives:
-To provide efficient and responsive customer service to community members and stakeholders.
-To streamline communication processes within the organization for better information flow.
-To collect and analyze feedback to improve future engagement strategies.
Project Outcome:
Improved Client Engagement: The initiative led to a 20% increase in engagement with community members and improved response times.
Enhanced Service Delivery: Customer satisfaction scores increased, with fewer unresolved complaints, and more efficient issue resolution.
Actionable Insights: The feedback collected and reports generated provided Agape Initiative with actionable insights to improve their outreach and community service programs.
Project Scope:
Noble Assistants was responsible for managing the full cycle of customer interactions, issue resolution, and feedback collection across various platforms, including email, social media, and phone. The scope also included generating reports and insights for leadership to improve organizational responsiveness.
Key Responsibilities and Tasks:
-Client Interaction and Communication: Managed inquiries from donors, volunteers, and community members via email, social media, and phone calls.
-Provided timely and accurate responses to requests for information about the organization’s programs and events.
-Acted as the main point of contact for the public, ensuring consistent messaging and information dissemination.
Issue Resolution:
-Addressed complaints, issues, and inquiries with empathy and efficiency, ensuring that concerns were resolved to the satisfaction of the community members.
-Coordinated internally to address escalated issues and provided clients with real-time updates and solutions.
Feedback Collection and Analysis:
-Conducted surveys and gathered feedback from community members and donors to assess satisfaction levels and identify areas for improvement.
-Compiled feedback reports and shared actionable insights with the leadership team to improve future programs and service delivery.
Reporting and Data Management:
-Created detailed reports outlining key metrics such as inquiry resolution time, satisfaction rates, and areas of concern.
-Managed and updated the customer database, ensuring accurate records of all communications and interactions.
Challenges Faced:
-Dealing with a diverse range of inquiries from various stakeholders required balancing immediate resolutions with more complex issues that needed internal coordination.
-Managing high volumes of requests during peak campaign times.
Project Management Tools Used:
Trello: For task tracking and assignment of responsibilities within the team.
Google Suites: For managing communication and report documentation.
CRM System: To maintain and organize all client and community interactions.
