Bachelor of Science in Information technology
AMA Computer University
A result and goal-oriented leader with 14 years of multi-expertise in customer service, sales, technical, and quality assurance. With an assertive personality and keen dedication to task completion.
AMA Computer University
Oversee and supervise a team of moderators.
● Attends training sessions for new information and training updates.
● Acquire and transfer to the group the knowledge of all tools and associated workflow processes
● Assist in developing and streamlining procedures
● Coach, motivate, reward, and counsel
● Provide quality service to both internal and external customers – online and offline.
● Assist moderators in situations requiring special handling
● Ensure an open flow of communication between members, supervisors, and management.
● Ensure uniform understanding and adherence to policies, procedures, and company programs.
● Supervise and monitor member’s attendance, performance, and productivity
● Prepare and ensure the accuracy of reports.
● Ensure members are continuously kept abreast of operational changes.
● Conduct employee briefings and meetings.
● Assure service level standards are met.
● Monitor system performance and initiate actions to correct system problems.
● Conduct agent observation and provide feedback.
● Assist in the development and tracking of employee incentive programs.
● Ensure completion of departmental duties/task in the absence of subordinates/co-workers
● Preparing team members to respond to customer questions and complaints and troubleshoot problems with services or
products.
● Ensure that members take the opportunity to upsell services by offering phone upgrades, adding lines of services, and adding mobile
Internet services
● Ensuring members understand and comply with all the objectives, performance standards, and policies.
● Monitors and evaluates team member’s performance
● Provides learning or coaching opportunities using behavior identification and different kinds of coaching techniques
● Identifies creative ways to reduce cost by streamlining processes and systems
● Drives continuous improvement through trend reporting analysis and metrics management
● Offers new ideas and suggestions for improvement.
● Identifies and implements new practices and processes
● Demonstrates a commitment to customer service; anticipates, meets, and exceeds expectations by solving problems quickly and
effectively; making customer issues a priority.
● Exchanges knowledge and information to ensure best practices are shared
● Assist in problem-solving and performs root cause analysis
● Analyzes call interactions for quality issues and improvement opportunities and make initial recommendations for leadership t o
review
● Identifies potential problem areas and suggests a way to improve leadership
● Identifies problems in straightforward situations, and makes sound decisions using standard procedures
● Communicates an agent's progress to the agent's supervisor
● Facilitates/co-facilitates calibration sessions
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Search the Internet for information on a wide variety of topics.
Marketing professionals who use research and analysis to improve a website's ranking on search engines like Google.