Program Manager
Six Eleven Global Teleservices
Total years of experience :6 years, 8 Months
•Daily Tasks:
* Managing the daily operation of the assigned program (e.g -- make sure that all 3 shifts are well supervise and make sure the TL and OIC will provide accurate report.)
* Coordinating with other Team Leader and OIC's on every shift to gather information and resolve minor issues in the campaign
* Other Team Leader and I do the call monitoring for both Customer Support and Panic Button calls.
* Implementing the daily hat checks(protocol checks) to make sure that agents are fully equipped with the products/services.
* Handling the most complex customer complaints and inquiries if necessarily.
* Coaching and motivating agents.
* Relay and delegate tasks to the team.
* Handling product training and agent’s performance.
* Do follow up; make sure that the Statistic- Call Center is updated since we have a weekly report on the following: Number of Comments, Panic Button Calls, Customer Support Calls, Study Hours, Up sell, Subscribers Called, Tickets and Chats with Subscribers.
* Provide comprehensive report to MobileTREC Company and 611 Management.
•Specialty:
* Oversee the entire team operations.
Selling product to the market particularly household families who wanted to have a better channel network.
Setting up customers with new cable/internet/phone accounts.
Offering diverse music, entertainment, movies and specials programming to the customers.
Send daily report with updated sales.
Setting goals to hit quota and have commissions afterwards.
Name of School: AMA Computer Learning Center Course: Computer System Design and Programming Address: 2/F, YG Bldg., Arellano cor. Osmeña St. Tagum City Philippines Date Graduated: April 2006