Service Desk
Ibex Global
Total years of experience :10 years, 3 Months
As a Service Desk, I provided a more broad and user-centered approach to the client and served as the organizational point of contact for all IT and systems requirements. Part of my job is to facilitate the integration of business processes into the service management infrastructure. I actively monitored and responded to incidents as well as user questions to address the client's issue. I conducted thorough analyses of the complaints, initiated actions to provide a viable resolution, performed the necessary corrective actions and communicated these actions to the client ensuring that the client is satisfied with the outcome. I maintained open lines of communication with the service management disciplines to discuss the appropriate actions to prevent future reoccurrence of the issue. I ensured 100% accountability in evaluating the corrective measures taken and monitored the progression which has greatly helped to prevent the reoccurrence of the same problem. Communicating with the client was vital to reassure them that their complaints will be acted upon immediately. This effort has made it easy for service recovery - restoring the confidence of the client. I made sure that other service management disciplines will be able to communicate with the user community by providing an interface for other activities such as customer change requests, third parties (e.g. maintenance contracts), and software licensing.
As A CSR, I also serve as an organizational resource for complaint resolution. I provide easy access to communication to customers to voice out their concerns. I respond and resolve customer complaints and concerns as well as reconcile contradictory requirements to efficiently prepare recommendations for resolution. Customer Complaints are resolved 100% of the time.
As a Team Manager, I had full responsibility to perform as a Top to Middle Tier operational employee, Floor Support, Performance Coach and other related positions in the event of short staff or absences. I facilitated and performed sound organizational management duties such as designating and instructing staff on general work priorities, managing employees’ day to day schedule and recognizing the different functions and motivations of employees and groups
As a DTV SME, I ensured constant monitoring of agent performance, strengths, and weaknesses in call handling and developed the skills of agents to achieve the goals and objectives of the program per the KPIs and/or metrics set by the client and the company. I managed the implementation of a consolidated data metrics to track the development, evaluation and execution of program goals
I collaborated with organizational personnel to promote teamwork, open communication and better work coordination to successfully execute the projects and to achieve organization objectives. I provided oversight for the operational team effectiveness to maximize the performance scores of the employees and/or agent groups that I managed
I addressed customer inquiries regarding our company’s products and services. I was the Frontline Marketing Assistant for new customers.
I worked with organizational personnel in developing program directives and methods for enhancing quality
I performed administrative duties to ensure scoring sheets, sign sheets, productivity reports are completed. I executed regular reporting duties in reference to Performance Reports
Development Plan, Coaching Logs and other related reports. I strategized action plans for development and documented them for proper sign off and implementation based on agreed areas of opportunities. I regularly conducted and directed pre-or post-shift huddles in cooperation with the Team Managers to cascade and confirm understanding on client and company-initiated communication pieces, to include but not limited to, memorandum, quick study resources, training materials and distribution of work-related materials
I planned and implemented daily, weekly and monthly incentive schemes to drive the right operational behaviours. I prepared learner development files and monitored performance progress. I worked collaboratively with Team Managers (TM), Operations Leaders and Client counterparts in monitoring and improving low performing agents, and other activities towards attaining the goal.