Global Project Coordinator
HSBC
Total years of experience :10 years, 6 Months
- Lead the production team to provide the required service to their assigned line of business and ensuring the achievement of agreed specifications, service levels and timelines.
- Ensure team adherence to department guidelines, compliance regulations, policies and procedures through constant communication and regular implementation/monitoring of initiatives including but not limited to coaching, training, employee development and process review.
- Regularly monitoring project requirements, planning and managing production in close collaboration with other managers.
- Monitor and improve production metrics through analysis of reports and execution/application of process improvement initiatives to ensure stakeholder satisfaction.
- Support a performance-driven environment by driving the team to consistently deliver work of high quality by providing reports, feedback on delivery, output and quality.
- Analyze and use staff reports to assess production workflow, achievement of timelines and delivery output to determine trends and reinforce or correct as necessary.
- Manage operational and technical issues encountered, and work with Quality members to ensure correction and prevention.
- Consistently seek to achieve and raise the set quality benchmark.
- Implement identified corrective and preventive action items.
- Effectively manage stakeholder communication through professional and timely responses to questions, concerns and escalations.
- Liaise with work stream/technical subject matter experts on matters of delivery, whenever necessary.
- Technical Focal point for Microsoft (stakeholder) to resolve any emerging issues, or escalations.
- SPOC of Knowledge, process and policy for internal departments (Training - Quality Monitoring - Operations).
- Prepare reports for upper management and stakeholder including analysis highlighting the root cause of issues and recommended prevention actions.
- Report to Microsoft (stakeholder) any emerging technical issues, and Voice of Customer (VOC) through weekly conference calls.
- Provide new ideas to improve product, customer satisfaction, quality of service and reduce cost.
- Provide ongoing training sessions for all support agents based on the monthly report analysis.
- Create monthly skill verification tests to evaluate the staff.
- Provide daily briefing sessions to all staff highlighting any updates and/or emerging issues.
- Maintain ISO documents, and update them as needed.
- Deliver service and support to end-users using and operating automated call distribution phone software.
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
- Diagnose and resolve technical hardware and software issues involving internet connectivity.
- Research required information using available resources.
- Follow standard processes and procedures.
- Identify and escalate priority issues per Client specifications.
- Accurately process and record call transactions using a computer and designated tracking software.
- Follow up and make scheduled call backs to customers where necessary.
- installing and configuring computer hardware, software, systems, networks, printers and scanners
- monitoring and maintaining computer systems and networks
- troubleshooting system and network problems and diagnosing and solving hardware or software faults
- providing support, including procedural documentation and relevant reports
- testing and evaluating new technology
- Answer inbound client calls, reply to their inquiries and resolve any issues.
Foreign Public Relations 01/08/2004 01/02/2005 Decorist
Maintenance Technician 07/07/2002 01/10/2002 TM Integrated
Network Technical Support 01/07/1997 01/06/1998 Connect Internet Cafe
Post Studies
Major: Business Administration University: Modern Academy Graduation Project: IT & its relation to large firms.