Customer service/Helpdesk support cum Project coordinator
EastNets
Total years of experience :12 years, 8 Months
• Serves as a Project manager for standard orders to ensure proper coordination with different departments and timely delivery of order
• Handles requests, queries and issues on both email and phone calls from internal and external customers
• Log support cases to Microsoft Dynamic CRM system and serves as a first level support for application/network issues encountered by customers
• Responsible to escalate on timely manner on persisting issues to ensure SLA is met
• Responsible for monitoring and follow-up of cases until resolution
• Conduct Customer Surveys for both implementations and support cases
• Handles complaint management and serves as a coordinator between internal departments and customers to ensure timely response
• Provides weekly and monthly summary reporting on activities
• Knowledgeable in Implementing IT and specialized in skill implementation of modules in sales, distributions, server management system and handling project management across various industry sectors.
• Instrumental in implementing cost effective processes, through business intelligence, training, customer relationship management.
• Identify and assess the technical pre-requisites of customer needs and risks
• Facilitating communications and working with technical team, business owners, and account managers
• Compile the software/hardware development plan
• Assess project iteration and prepare for the proposal
• Received, compile the signed contract, Initiate the project and start ups activities
• Define monitoring and control process of a project
• Follow-up, organization, planning documentation skills
• Formulate deadlines
• Deliver training when required
• Manage the project until successfully deliver
• Provides a sign off email/ service report as part of the Project task completion
• Dealing with the prospective client through UAE boundaries
• Learning about their recruitment needs and help them to source the right candidate
• Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service or to make a referrals
• Handled and resolved customer complaints and queries
• Answer telephone calls from potential customers who have been solicited through advertisements
• Creating daily calling/production reports on time basis
• Maintains and update the contacts, accounts and orders
• Schedule appointments for sales representatives to meet with prospective customers or for customers to attend sales presentations
• Performed multi-tasking activities and menial tasks as the need arises
Randomly conducted pre and post shift meeting with supervisors and their team to discuss ways of improving Quality Metrics and Sales Ratio of each agent
Conducted QA test and coaching sessions to the agents.
Validated Sales transaction on a daily basis ensuring that each sales complies to the Principal’s set of Valid Sales Quality Standards
In-charge of setting Quality Standard for After Sales Support Service (Customer Care) campaigns
Liaised with Team Supervisors and other Operations Officer to identify strengths, areas of improvement, change in the QA standards
Liaised with U.S. based principal for any matter relating to Quality Standard of the campaign
Prepared summary of daily, weekly and monthly statistics report (Valid Sales Report & QA Metrics Report) of each campaign directed to the Operations Manager.
Assisted operations managers in managing the sales operation as a whole
Performed multi-tasking activities and menial tasks as the need arises
Handled Lead Generation and Technical support campaign
Responded to complaints with immediate and effective solution
Escalates issues, technical or non-technical to immediate supervisor should situation calls for special attention
Achieved and exceeded daily Quality Metrics
Responsible for organizing stock and equipment, ordering supplies, and overseeing maintenance, cleanliness and security of the outlet
Assisted the manager in people management such as recruiting new staff, training and developing existing staff, motivating and encouraging staff to help achieve targets, coordinating staff scheduling and rotations;
Ensured that standards of hygiene are maintained and that the outlet is complying with relevant health and safety regulations;
Ensured that high standards of customer service are observed at all times;
Handled and resolved customer complaints and queries
Implemented and instilled in the staff, company policies, procedures, ethics, etc.
Assisted in devising marketing promotional campaigns;
Prepared reports and other performance analysis documentation
Reported to and attended regular meetings with area managers or head office representatives
Inspects Selling area, ensuring that everything is in proper condition before opening and in closing of store
Assist Store manager in managing inventory by tracking stock report and ordering of goods to meet customer requirement and maximize profit.
Ensured that standards of hygiene are maintained and that the outlet is complying with relevant health and safety regulations; FIFO is recommended
Maintains accurate department record to ensure documentation of activities and sales are available for the store manager
Improve management and utilization of warehouse space as part of your integrated solution.
Supports up-to five levels of user-defined Locator segments, such as Aisle, Bay, Row, Position, and Bin.
The system lets you further organize Locators into Zones. Directed put away, picking and replenishment rules can apply to the entire warehouse or to a user-defined set of one or more Zones
Automate the movement of goods within the warehouse, optimizing valuable inventory, warehouse space and labor resources.
Directed replenishment tasks, such as replenishing forward Locators when inventory levels fall below the restocking point, are automatically generated from your rules.
Replenishment rules account for unit of measure conversions and capacity differences between stocking and destination Locators.
2nd Placer Best in Design Project in AMACU