Secretary/receptionist
brooklyn melodies music center
Total years of experience :19 years, 2 Months
ASSIST CUSTOMER IN REGARDS WITH THEIR INQUIRY ABOUT THE MUSIC CLASSES
ARRANGE SCHEDULES NEEDED FOR THE CLASS AND REPORT ISSUES TO THE MANAGER
PURCHASE MUSICAL ITEMS IN DIFFERENT BRANCH AND COMMUNICATE ANY CHANGES
PROVIDE GOOD CUSTOMER SERVICE
FILLING, MAKING MEMO, INVOICE AND SELLING, PURCHASE
• OIC(Assistant Manager)
Responsible for supervising and monitoring staff such as motivating and assisting the team.
Responsible for improving the team and facilitating the communication among the members of team
Manage the team and make sure performance is kept to a really high standard
Handle complaints and helping the team to work together and get the best result.
Analyzing the assigned projects and distributing the tasks to the members as per their area of expertise
Report any problem or fault to the WFM Manager.
Offer solutions to the top management regarding project related queries
• SEND REPORTS TO THE CLIENTS
• MAKE DECISIONS AND SOLVE PROBLEMS WHILE UNDER PRESSURE
• STRONG COMMUNICATION AND ANALYTICAL SKILLS
• ATTEND CLIENT CALLS -WEEKLY
• DATA ANALYSIS AND INTERPRETATION
• CREATE SCHEDULES FOR A SPECIFIC PROCESS
• ATTEND WEEKLY BISUNESS REVIEW WITH THE CLIENTS
• MAKE RECOMMENDATIONS AS NEEDED TO ACHIEVE THE PROCESS GOAL
• GATHER HISTORICAL DATA AS NEEDED
• PAYROLL - TIME KEEPING
• WORK AS A REPORTS SPECIALIST/SCHEDULER/RTA
• FORECAST ANALYSIS -SCHEDULE
Worked as a Consumer Finance specialist for Emirates bank personal loan
department which handle customer regarding loan status and new application process
via phone.
The duties include is to provide routine secretarial and clerical support to an
individual and/or group. Work requires general knowledge of organization and involves basic support or production of high volume telephone service. Work
involves operating within well defined procedures and instructions.
Teletech is a Business Process Outsourcing (BPO) call center company with 17 countries and 50 sites offshore. During my stay in Teletech I worked as a Global workforce analyst.
Duties included:
Process request for various sites of Teletech local and abroad such as preparing daily, weekly and monthly reports
Introduced new reports and new report templates to facilitate Operations statistical needs.
Daily communication via phone, email and internet chat to our Headquarters abroad.
Responsible in actively monitoring the progress of programs on a real time basis using the Lucent CentreView, eWFM and RTA. Also monitors multiple sites, for various NA clients.
Provides Real Time feedback to both Operations and the Client regarding call drivers.
Utilizing eWFM software to identify staffing gaps, and authorize early quits, or extra hours as appropriate.
Analyzes data in identifying trends that may exist and provides solutions at the same time.
Assisting in decision making of routing requirements and suggest improvements to maximize performance of the programs.
Modifies and maintains the Call Management System (CMS) database.
Creation and modification of both User and Agent information within the application.
Troubleshooting errors in automated reporting process.
Attending programs, launch meetings and liaise with the Client/Business Operations in determining program requirements.
Establishing procedures to achieve program objectives
Being the Point of Contact
Auditing task being handled by other work force
Making such procedure as how to process each task request.
21 sites in US including Canada, New Zealand, Australia, Malaysia, Mexico and Philippine sites.
Urgent reports
Produce the following deliverables from the Workforce system
Produce Intraday Performance Reports.
Oversees and monitors performance and establish and implement steps for service level recovery when performance measure below goal.
Track and analyze daily call arrival and AHT patterns ensure optimal agents schedules across call center department.
Analysis of real-time situations and decisions made.
Performs other duties as assigned or requested.
Operations Support Functions
• Monitoring real-time individual and overall line group call statistics in a timely and accurate manner ensuring adherence to established departmental policies and procedure.
• Ensuring appropriate staff team members are notified production employees exceeding the limits for ALC, Hold Time, and Not Ready time.
• Monitor use of dial-out function on specific line groups, as requested
• Assisting in a timely administration of breaks and lunches to production employees as well as shift releases to maximize efficiency while continuing to meet client request.
• Communicating with Network Control of any issues affecting call handling and coordinating any needed excused time and shift releases, as assigned.
• Reporting log-in ID issues to appropriate client representative for corrections.
• Assist with coordinating and scheduling any needed supplemental training.
• Input production employee information (i.e., new hire team assignments, changes, etc.) into appropriate database for statistical reporting purposes).
• Preparing and distributing assigned reports (i.e., tracking results of specific line groups, requests from Director, OT Site Operations, requests from the client, etc.) in a timely manner.
• Ensuring all appropriate parties receive the reports.
• Review all reporting information compiled for accuracy prior to distribution.
• Tracking and reporting payroll incentives to payroll, researching and correcting any discrepancies prior to submission.
KINDLY Refer to CV
This project is a phone company based in the USA. It involves inbound calls and assist clients regarding their billing concern. New activation and troubleshooting regarding there phone unit.
Duties Included:
• Subject Matter Expert - assist my colleague to handle customer inquiry. Give new ideas on how to help the customer in their inquiry.
In this position I was responsible for retaining US based customer to stay in our client’s product and promotes long distance plan.
In this position I was responsible for giving the customer correct and accurate information regarding their billing status. Answer their inquiry regarding phone features.
In this position i was responsible to promotes and sell long distance services to US based market. Posts up sales to meet individual and team quota. Awarded as top 17
Agent for the month of May 2004 earning 70 net sales for the month.