Franklin Madu

. Technical Support: Helping users resolve technical issues related to CATS functionality, such as error messages, system performance, and connectivity issues.

• · Functional Support: Resolving queries related to CATS features, such as time entry methods, absence management, leave accruals, and CATS integration with other SAP modules. . Configuration and Customization: Helping with the setup and configuration of CATS parameters, including the configuration of CATS profiles, workflows, validations, and authorizations. In addition, assisting with CATS customization and enhancement per business requirements. . User Training and Documentation: Educating CATS users on how to use the system effectively, enter time information accurately, submit timesheets, and generate relevant reports by conducting training sessions or creating user documentation. . Issue Resolution and Troubleshooting: Investigating and resolving issues involving CATS, such as errors in time postings, data consistency issues, authorization issues, and issues with integration with other SAP systems.

• · Testing and System Upgrades: Working with stakeholders to test CATS functionality during system upgrades and changes, ensuring compatibility and validating existing CATS processes. . Continuous Improvement: Proactively identifying opportunities to enhance CATS processes, streamline workflows, and improve user experience based on user feedback and industry best practices.

• · Maximized company policies and procedures to deliver presales business support in line with strategic objectives.

• · Efficiently managed aftersales audit with professionalism and expertise.

• · Promptly escalated critical/high-risk cases to the appropriate authority, ensuring swift resolution.

• · Collaborated with cross-functional teams/departments to resolve customer issues, consistently following up to ensure closed-loop resolutions.

• · Implemented product reviews/ratings fostering confidence in the client's e- commerce platform.

• · Initiated outbound calls to handle and resolve customer complaints, ensuring a positive customer experience.

• · Conducted research and troubleshooting using available resources to address customer concerns effectively.

• · Collaborate with the Level 2 support team to improve overall product knowledge and escalate complex issues requiring senior agent support. . Work cross-functionally with teams such as procurement, Logistics, Product, and QA.

• · Managed customer inquiries related to parcel delivery services, demonstrating strong problem-solving skills.

• · Coordinated with logistics teams to optimize delivery routes and ensure timely and efficient service.

• · Provided detailed information on shipping regulations, addressing customs-related challenges for international shipments.

• · Contributed to the development of customer service training programs.

• · Utilized customer feedback to identify areas for improvement in delivery processes.

• · Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and services.