Freelance Mystery Shopper
Helion Research
Total years of experience :6 years, 1 Months
My role is to conduct mystery shopping to assess and evaluate the display of products, shop floor staff knowledge, staff behavior & ability to communicate, staff hygiene & cleanliness and in-store appearance and cleanliness. After conducting the physical assessment and evaluation, prepare and submit reports.
Sales Force Effectiveness:
• Define organization’s selling strategy + processes;
• Assess complex sales challenges;
• Review the EMEA training programs & deliver programs
based on the region’s need;
• Actively work with the EMEA Sales Force Effectiveness team to
establish processes for the region;
• Reinstate the STAR (LifeScan Sales Force Software Tool application;
• Develop & introduce dashboards to measure performance (actual v/s expected sales);
• Roll out Key Account Management tools;
• Continuous monitoring, analysis & reviews;
• Share information & knowledge within the region;
Customer Service:
• Implement a new ‘hybrid’ solution for the region;
• Independently handle the migration of the region’s local customer service operations to an outsourced agency based in the UK;
• Gather and validate information per the identified matrix of each country before presenting it to the EMEA head office;
• Conduct a quality check on customer data plus complaints recorded in Midas (LifeScan Customer Service) Software;
• Ensure customer complaints were forwarded to the UK based Outsource agency for resolution;
• Point of contact for all Outsource agents;
• Deliver customer service compliance training to the UK based outsource agency, as required.
• Serve as the important link between the sales, marketing, finance & logistics functions;
• Training
o Conduct customer service orientation and induction programs;
o Conduct mandated Learning & Development (Milpitas, US) training to the CS Team;
o Participate in Train the Trainer programs and deliver training to the regions’ representatives;
o Conduct user training on systems and databases such as LICD & North Star (Siebel);
• Compliance & Quality Control
o Review and document customer complaints in North Star to ensure 100% compliance is achieved;
o Implement global procedures in the region and maintain strict adherence to customer service policies and procedures;
o Maintain strict control on warranty usage & expedite re-orders to ensure uninterrupted supply;
o Reply timely to customers feedback received through the website and offer solutions;
• Execute Marketing & Customer Service Related Projects
o Lead the implementation of OTDMS for the region;
o Prepare & deliver trainings programs and coordinate the knowledge tool with the agencies;
• CRM Mailers & feedback from customers
o Independently handle and execute CRM activity in the region. Obtain feedback from customer’s and present the findings to the Directors;
o Prepare monthly dashboards, management & warranty stock reports and present the findings to management;
o Create and Implement regions specific process for MEA Customer Service departments;
• Attended to customer service representatives’ enquiries, grievances & offer solutions.