Specialist Customer Experience and Learning & Development
Scicom MSC
Total years of experience :16 years, 6 Months
Responsible for conducting monthly Quality Monitoring, Audits and Feedback sessions for Executives - Technical Support.
To collate and document Call monitoring results, analyze and recommend opportunities to Managers - Total Quality Management for continuous improvement on a monthly basis.
To assist Managers - Total Quality Management by translating Call monitoring results and analysis into accurate and timely reports, towards identifying opportunities for Quality improvement.
To convey issues and positive reinforcement on Quality concerns to Total Quality Management and Operations Management.
To play a key role in the delivery of product knowledge for Executives - Technical Support.
Assess relevant training needs for staff individuals and organization, in consultation with departmental heads, including assessment methods and measurement systems entailed.
Stay informed as to relevant skill and qualification levels required by staff for effective performance, and circulate requirements and relevant information to the organization as appropriate.
Produce project plans to meet training and development needs, and manage training delivery, measurement and follow-up as necessary.
Organize training venues, logistics etc. as required to achieve efficient training attendance and delivery.
Ensure all training activities and materials meet with relevant project and organizational requirements.
Monitor and report on activities, costs, performance, etc, as required.
Develop self, and maintain knowledge in relevant field at all times.
Lead, supervise and manage a team of Customer Service Support Executives to meet the required performance and service targets
Provide ongoing coaching, training and counseling to team members on products and services and handling of customers
Identify training and skills-gap of staff through results of the Customer Satisfaction Survey
Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals
Work with Manager - Operations/Assistant Manager - MIS to co-ordinate shift rosters for the team members and to ensure that agreed shifts will be covered.
Conduct call monitoring either by listening in to the recorded calls or to live calls and subsequently undertake coaching sessions with team members.
Conduct regular team meeting and 'buzz’ sessions to ensure that two-way communication is maintained between team members and management.
Review workflow and procedures to close service gap, ensure productivity and accommodate new products & services.
Disseminate information received from client contact point to the team members as soon as possible and to ensure the team members are fully briefed on the information received.
Identify areas for service improvement and make recommendations to the management team.
Ensure minimal attrition by monitoring, coaching and developing team members.
To work as a team of up to fifteen executive - technical support and an assistant manager-
Operations.
Responsible for answering the incoming telephone enquiries, complaints and questions from
customers.
Participate fully in the team, taking part in regular team meetings, buzz sessions giving
feedback and ideas to colleagues and to assistant manager.
Identify areas for service and procedural improvement and make recommendations to the
Higher management.
Proper documentation of cases into the online problem tracking system
Responsible for Marketing and Distribution section
Developing and implementing creative marketing strategies that will make an impact, support the brand and drive sales and online traffic
Managing the marketing budget on a day to day basis, producing innovative and cost-effective promotions both in print and online,
Developing and maximizing third party relationships to deliver on brand objectives and strategies
Delivering an events program, to ensure that brand presence is maximized and strategic objectives are met.
Hand made technology.
Creates and executes project work plans and revises as appropriate to meet changing needs and requirements.
Identifies resources needed and assigns individual responsibilities.
Manages day-to-day operational aspects of a project and scope
Reviews deliverables prepared by team before passing to client.
Effectively applies our methodology and enforces project standards.
Prepares for engagement reviews and quality assurance procedures
Minimizes our exposure and risk on project
Ensures project documents are complete, current, and stored appropriately.
Search for problems and find the solution in gas projects & manciple for short time
Documents client organization's direction, structure, business processes and requirements
Researches client organization's industry and competitive position
Assists in the collection and consolidation of required information and data
Proposes solutions to problems and considers timeliness, effectiveness, and practicality in addressing client needs.
Generates innovative solutions by approaching problems with curiosity and open mindedness, using existing information to its fullest potential
Participate in the development of training materials of new processes/systems
Ensuring complete knowledge transfer of new systems/processes to the Team
Identify knowledge gaps and coordinates with Management for Knowledge Base updates
Identify opportunities for optimization and/or re-design of existing process flows and activities
Identify and report areas of concern and apply operational controls to mitigate risks
