ICT Sales Account Manager
Starlink
Total des années d'expérience :14 years, 3 Mois
• Identifying new leads and opportunities.
• Respond and handling customers RFI/RFQ/RFP.
• Developing and generating monthly sales revenue target.
• Close Deals Successfully with Clients.
• Identifying clients’ needs and requirements.
• Explain fully products and services specifications, options and benefits to the clients.
• Maintaining and developing a good rapport with clients.
• Ensuring timely and accurate delivery to meet clients’ needs and aims.
• Handling all clients’ concerns, and working to resolve it all in professional and timely manner.
• Identifying new leads and opportunities.
• Developing and generating monthly sales revenue target.
• Close Deals Successfully with Clients.
• Identifying clients’ needs and requirements.
• Explain fully products and services specifications, options and benefits to the clients.
• Maintaining and developing a good rapport with clients.
• Ensuring timely and accurate delivery to meet clients’ needs and aims.
• Handling all clients’ concerns, and working to resolve it all in professional and timely manner.
• Develop objectives for the contact center’s day-to-day activities
• Overseeing contact center daily activities
• Developing policy and manual.
• Coordinating with Leasing, Maintenance and Finance Departments to resolve all pending requests /complaints.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Working closely with IT Department, to maintain the CRM System, feedback survey, and mobile app
• Collect and analyze contact-center statistics.
• Hire, coach, and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or higher management
Responsibilities:
• Provided leadership to console operators, ensuring that all emergency and operational incident calls, alarms and alerts are handled in an appropriate and timely manner.
• Managed and ensured that all routine and emergency radio transmission are fielded to provide effective service.
• Guided and directed SSOC console operators to answer all calls, route the same to appropriate location as well as handle the calls.
• Assisted SSOC console operators with the operational and emergency communications.
• Ensured that SSOC console operators comply with the policies, procedures and flows as well as the quality standards and the KPI’s set for SSOC.
• Analyzed and recommended SSOC process & policy improvements to the management to ensure improved customer and patient service at Sidra.
• Monitored and ensured that the documentation of operational requests, alarm calls and dispatched are attended professionally and in line with Sidra’s instructions.
• Ensured compliance with departmental notification procedures to ensure Sidra team is informed of major incidents.
• Identified and resolved customer complaints in a timely manner, ensuring maximum customer satisfaction.
• Assisted management in the development of short & long-term business and strategic goals for SSOC.
• Developed and maintained periodic reports for SSOC incoming calls and alarms; record and provide appropriate documentation as required by Sidra.
Responsibilities as Customer Service Team Leader:
• Supported the corporation’s customer service activities by directing and overseeing team members, resolving customer questions/complaints, and developing programs/procedures to enhance productivity and performance.
• Supervised and monitored the performance of Customer Service Representative, provided coaching and support to them and arranged their workflow.
• Oversaw and followed up the investigation process, ensuring that the patient/customer complaints are resolved within the agreed timescale; ensured accurate logging of all reported feedback.
• Identified problems at an early stage and reported the same to the health center management and customer service coordinators for quick resolution.
• Assisted Customer Service Coordinator in monitoring performance, efficiency and quality efforts of personnel.
• Coordinated with health center department leads and management for any customers service training needed.
• Analyzed and used customer feedback to improve services in the health center.
• Monitored daily workflow and ensured that correct procedures are followed; identified system and workflow improvements to enhance the team's efficiency.
• Worked closely with new team members to instruct them on corporation policies and best practices for resolving customer issues.
Responsibilities as Customer Service Representative:
• Handled all customer service operations including greeting each customer warmly and courteously, and providing them with information on healthcare programs, procedures, and healthcare services of PHCC.
• Maintained a smooth and orderly flow of patients moving in and out of PHCC’s premises.
• Listened and registered patient queries and complaints, resolved their concerns, and guided patients and visitors to appropriate departments.
• Collected and enter patient details into the appropriate software system to initialize transaction, maintained records of each patient and updated their information from time-to-time.
• Ensure patient records are completely registered in a timely manner and signatures are secured for necessary treatment and insurance benefits.
• Scheduled appointments, recorded messages and communicated information to relevant Medical Professional using software system.
• Oversaw daily activities of the registration area and developed statistical quality assurance report including the waiting time of a patient, registration speed, etc.
• Assisted the Registration Clerks as necessary to ensure effective customer services; provided feedback of registration processes and staffing issues to the Registration Supervisor.
• Educated the registration staff on any changes in their roles, systems and procedures and ensured that the registration staff adheres to PHCC’s policies and procedures.
Responsibilities:
• Handled all customer inquiries and managed customer complaints in a prompt, courteous and efficient manner.
• Provided customers with information about services offered by the department and forwarded their queries/ concerns to the appropriate personnel.
• Resolved customer problems, by clarifying issues, identified or explored alternative solutions to their problems and escalated unresolved problems to the senior management.
• Routed calls to appropriate resources; documented all incidents, complaints and resolutions along with customer contact details in customer service log.
• Met service requirements of customers; developed/maintained relationships with them to help retention.
• Built and retained customer loyalty through timely and effective one call resolution.
• Rendered clerical support including overseeing all paperwork associated with customer requests, maintaining corresponding files, answering inbound calls and operating office equipment/computers needed to perform duties.
• Provided technical support for channel/system installation, decrypt scrambled channels by activating signal, etc.
