Global Enterprise Service Center (GESC) Senior Advisor
vodafone
Total years of experience :7 years, 2 Months
• Receive and record all calls from multinational companies’ Service Desks dealing directly with simple requests and complaints.
• Maintain ownership and control of all incidents making sure that none are ''lost'' and co-ordinate resolutions.
• Contact Customers to progress reports and act as an intermediary between Customers, and the various sections within Vodafone to resolve operational problems maintaining set standards of service.
• Manage ongoing relationship with Local Service Managers, Global Service Managers & Global account managers and provide support to ensure the smooth running of the customers accounts.
• Receive, dispatch and monitor all customer Service requests and ensure order fulfillment according to SLA (Service Level Agreement).
• Participate in the design and development of efficient customer processes.
Some additional work:
Global Enterprise Service Center (GESC) Real Time Management and Escalation Specialist
• Monitor and report on the agents handling time.
• Report on all GESC teams’ performance issues to supervisors and operation managers.
• Review the case history of the escalation received.
• Determine if the escalation is valid or not according to the case assessment and the escalation definition (GESC customer is not satisfied with the resolution or the ticket has breached the defined SLA).
• Prepare analysis on cases.
Process improvement Projects
• Developed a new way of distributing cases among Advisors.
• Developed a new process for handling certain tickets for a certain account which made handling those tickets more organized.
• Developed training material for new comers.
• Worked on improving handling tickets for new accounts.
• Act as a frontline interface with customers of Vodafone companies worldwide.
• Responding to customers over the phone and resolving their inquiries.
• The main purpose is to facilitate and provide a Vodafone global customer service standard.
• Own and manage the client relationship: resolving calls efficiently and effectively.
Some additional work:
Assist the Training Team in the New Zealand Call Center Account to develop training materials that would improve the performance of the Customer Service Representatives
• Assist in conducting audits of various training programs and recommend any corrective action.
• Assist in researching, organizing, and conducting training programs and seminars
• Assist in drawing up the annual Training plan.
• Assist in writing material for new training programs; review, evaluate, and modify existing and proposed programs; recommend appropriate changes.
• Assist in administrating and evaluating training program qualification
• Assess the training needs of clients and then guide them through the most appropriate training method
• Evaluate training effectiveness to ensure that the training employees receive, helps the organization meet its strategic business goals and achieve results.
• Assist in preparing and distributing training tools
- Preparing Training materials
- Responsible for all training procedures and tasks
- Coordinate training courses
- Responsible for training tutor hotel reservation and logistics.