Account Executive
PCM
Total years of experience :16 years, 3 Months
- Create a relation with new clients and show the value of the company/partnership
- Maintain strong relation with existing clients
- Understand client IT needs and fulfill them while engaging the necessary resources to provide
them what is meeting their needs/requirements
- Assure client satisfaction and budget requirements are met within their IT needs
- Assure company profitability using all available resources
- Use available resources to maintain client satisfaction
- Contact necessary Corporates/Manufacturers to provide best pricing for clients and maximize
company profit
- Follow up on orders and make sure all due dates are met
- Manage daily schedule adjustments to maintain optimal performance of Center agents.
- Review and manage requests for time off to ensure service level objectives are met while allowing agents necessary time off via Real-time management.
- Perform intraday management activities and keep management/management channels informed of interval service level performance and expected performance throughout the day.
- Perform ad-hoc and planned availability and exception management activities.
- Prepare daily, weekly, and monthly reports for management/management channels and the client.
- Report issues and technical problems once they occur to local IT & client, and obtain minimum possible downtown/offline.
- Follow up with client on requirement updates and perform Quality Assurance tests to new software/services.
- Monitor, identify and resolve performance, behavior, and attendance issues
- Conduct performance appraisals annually
- Assure Company compliance as required
- Maintain current employee records on direct reports
- Review employee performance on a daily basis and provide constructive feedback
- Evaluate trending on a daily, weekly and monthly basis
- Ensure training needs of subordinates are met
- Insure service level agreements are met under supervision of Operations Manager
- Resolve escalated customer issues
- Hold team meetings on a regular basis with direct reports
- Communicate all process and client changes to direct reports within specific timeliness
- Coach and develop action plans, which maximize performance and provide effective feedback
- Respond to requests for technical assistance in person, via phone and/or electronically
- Diagnose and resolve technical hardware and software issues
- Research questions using available information resources
- Advise user on appropriate action while following standard helpdesk procedures
- Log all helpdesk interactions and administer helpdesk software
- Redirect problems to appropriate resource while identifying and escalating situations requiring urgent attention
- Manage Active Directory Users and Groups & Zimbra emails for users
- Maintain, image, and repair computers and VoIP phones (connected to Asterisk server)
- Loading lists into database (from csv files)
- Managing database, verifying duplications, and data extraction via SQL Queries
- Writing and following documentations and procedures
- Knowledge of ITIL Service Management
- Motivating and inspiring the team to surpass their potential
- Communicating the company’s purpose, core values, vision to the front employees and exceeding and meeting departmental objectives, including conversion targets, and lead generation
- Creating sense of ownership within the employees and resolving employee issues, if any
- Encouraging, supporting, and motivating actively peer team
- Looking constantly for development as well as continuous improvement for the entire team.
- Monitoring, organizing, and coaching team on a day-to-day basis
- Ensuring that the employees follow their schedules/adhere properly as designed
- Handling escalated calls, complaints, questions, and queries as necessary
- Creating a conducive work environment for all the call center’s employees
- Carrying out team meetings and actively participating in the monthly and weekly meetings
- Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets
- Respond to requests for technical assistance via phone and/or electronically
- Diagnose and resolve technical hardware and software issues
- Research questions using available information resources
- Advise user on appropriate action while following standard helpdesk procedures
- Log all helpdesk interactions and administer helpdesk software
- Redirect problems to appropriate resource while identifying and escalating situations requiring urgent attention
- Using Nagios monitoring system and reporting information
- Using/Managing Lotus Notes/Dominos, creating accounts, distribution lists, etc
- Support and provide superior service via phone
- Use questioning and listening skills that support effective telephone communication
- Professionally handle calls and effectively deal with job stress, angry callers, and upset customers
- Apply elements of building positive rapport customers over the phone and use proper telephone etiquette to satisfy various customer situations
- Display Time flexibility towards shifts as per work floor requirements
- Other duties as assigned--including floor support
- Handling customer enquiries (account management enquiries) for Vodafone UK customers
- Assistance with technical enquires (first-line technical support)
- iPhone and BlackBerry first line technical support
- Handling escalations and customer query follow-up
- Assuring customer satisfaction and enquiry resolution on first call (First Call Resolution) while assuring maximum level of customer satisfaction
- Manage, maintain, install and upgrade server-side applications
- Manage, maintain, install and upgrade devices connected to the network
- First-Level software/hardware troubleshooting
- Managing company costs towards software licensing and hardware purchases
- Managed Windows Server, Active Directory, DHCP, and Database Servers
- Developed a database application for the Supreme Council based on RAD via VB6.0
- Application connects on database for saving/retrieving data and generates printable reports
based on predefined templates (via Crystal Reports)
