CRM Administrator at Tourism development and investment company (tdic)
WFC - Royal Group
Total years of experience :18 years, 1 month
Working under sales and leasing department.
Preparing files/maintaining client’s documents.
Updating clients profile on Masterkey application.
Working on Aconex application, Oracle application(Module iProcurement).
Updating Inspection/Handover tracking report on daily basis.
Preparing documents for the Handover.
Handling queries/complains through different modes(Phone Calls, Emails and Walkin Clients).
Performing inspection-re-inspection for TDIC properties.
Arranging appointments with the clients for access.
Coordinating with engineers and contractors to make sure that the snags/Issues are completed within the timeline.
Working under sales and leasing department.
Preparing files/maintaining client’s documents.
Updating clients profile on Masterkey application.
Working on Aconex application, Oracle application(Module iProcurement).
Updating Inspection/Handover tracking report on daily basis.
Preparing documents for the Handover.
Handling queries/complains through different modes(Phone Calls, Emails and Walkin Clients).
Performing inspection-re-inspection for TDIC properties.
Arranging appointments with the clients for access.
Coordinating with engineers and contractors to make sure that the snags/Issues are completed within the timeline.
Handle enquiries for different services - Corporate Inquiries, IT Help desk, Real Estate and Labour Helpline.
Strive for one-call resolution.
Complete ongoing training to stay abreast of product, service and policy changes.
Handled a high influx of inbound calls within a dynamic Contact Center environment.
Managed multiple priorities and maintained effective results in a quota driven workplace.
Responded to customer inquiries and requests and resolved issues efficiently and professionally.
Exercised strong interpersonal communication skills with customers and department personnel.
Accepted assignments with an open, cooperative, positive and team-oriented attitude.
Utilized multiple Contact Center support applications to efficiently assist customers.
Assembling workstation and configuring Cisco/Avaya Desk phones for new joiners.
Working on Juniper Network app (Odyssey Access Client).
Upgrading Users machine (Software and Hardware).
Working remotely on VPN for resolving user issue's within the timeline.
Dealing with Microsoft Active Directory for Users and Machines.
Documenting changes and incidents in BMC Remedy for IT related issues.
Creating service request in Maximo for FM related queries.
Generating leads in Masterkey for sales and leasing.
Responsible for maintaining relationship with the new and existing clients.
Helping them in extending their rental agreement and retaining them.
Conducting CSAT survey on a weekly basis.
Handling payments and issuing invoice to the client.
Updating documents with Road and Transport Authority (RTA).
Maintaining Vehicle inspection report to avoid any false claim.
Responsible for customer service and technical support to our clients in USA regarding their Satellite services.
Educate customers on their Satellite bill enquiries.
Inform customers on new offers and plans on their Dish package.
Ensure all aspects of customer service are met.
Make sure that quality is also met while providing customer service.
Assist, train and mentor new Contact Centre staff.
Handling complaints and making sure that they are resolved promptly.
Distribute the Daily Duty Reports to the Agents.
Monitor calls for the new staff and coach them.
Prepare PowerPoint presentations for the staff on new products.
Achieving targets set by the Team Leader on daily basis.
Promoting special offers and converting calls to sales.
Cross-sell products such as Dish receiver and new HD packages.
Updating customer database regarding changes in customer’s profile.
Coordinating with UPS (United Parcel Services) regarding delivery delays.
Coordinating with installation vendors regarding delayed installations.
Supporting Team Leaders to achieve company SLA.
Handling escalated calls and ensuring 100% CSAT with one call resolution.