Meet the Team - Customer Service Lead, Keen!

Tell us a little bit about your role.

I’m the Online CS lead here at IBS, I was the one who launched Live chat way back March 2018.

 I oversee the day-to-day operations of the customer service department including service inquiries, identifying and assessing customer needs to achieve satisfaction, and providing feedback on procedures and best practices. Part of my role is also to inspire and motivate the team to work together and ensure positive communication and that coaching opportunities are provided.

How long have been working for IBS?

It has been 4 years and 6 months. I started working with IBS on March 7, 2018.

What do you love most about your role?

I love solving customer queries and ensuring that the customer hs had a positive interaction.

Tell us a fun fact about you.

I am a traveler. I love to discover new places, and new things and conduct research on our next destination.

I also love coffee! It helps me get through the day by feeling more relaxed and productive.

You work for us remotely, what do you love most about your home office?

The key to my productivity (aside from coffee) is being comfortable and happy spending time in my work office. My corner desk is surrounded by my backyard so from that vantage point, I get a wonderful view of the grass and trees. It also saves time without the time spent commuting meaning I can spend time with my family as soon as I clock off.

Can you play any instruments?

Sadly, no but how I wish I know how to play piano.