Senior Operations Maintenance Coordinator
FARNEK Facility Management
Total years of experience :18 years, 9 Months
•Handling more than 500 Contract Clients and maintaining prestigious villas in Dubai.
•Schedule field technicians and supervisor visit to Clients property.
•Organize Team jobs on day to day basis. Arranging and monitoring team assignments.
•Communicate to Clients via phone, sms and email for status and updates of their request in the system. Update the request in the system for other departments information and records.
•Ensure that Clients assets are well maintained and taking care off by providing right maintenance schedule of the assests in the properties.
•Create and submit documents such as quotations to clients, LPO (Local Purchase Order), MPR (Material Purchase Request) for work related that require material replacement.
•Communicate with suppliers and procurement department regarding material related issue.
•Educate Clients regarding to their maintenance service contracts. Suggest and provide options for better maintenance of the property and assests.
•Analyzing and finding appropriate solutions for hard to solve issues.
•Handling client complaints. Escalate, coordinate with other department and monitoring the complaints till completion.
•Coordinating with different department such as sales, call center, finance and other service department regarding to customer’s inquiries or request.
•Organizing and conducting tean meetings. Updating Team Leaders regarding new process, policies and procedures.
•Create process flow for operations and call center department for better and efficiency of the service.
•Provide support and assistance to call center agents and other coordinators.
•Create reports and submit to Operations Manager and COO
•Handling 20 front line agents. Monitoring their calls to ensure that each call are properly handle.
•Handing clients order status issues, chronic complaints and unresolve purchase order issue.
•Provide assistance and coaching opportunity to each individual front line agent to enchance their skills and for the improvement of their stats.
•Provide trainings and hand-outs to front line agents as guide on their every day task
•Ensure that the company policies and procedures are implemented and followed by the team.
•Motivate and set goals to the team. Organize post or pre-shift meeting to the team to ensure that monthly goals are achieve.
•Attending supervisor calls and escalation calls. Provide solution to the issue by finding the root cause and analyzing the issue.
•Update the customer via phone or email till the completion of the order.
•Schedule technician visit for installation and activation of the product.
•Support front line agents of the account to meet the target of the center.
•Coordinating with various departments regarding to customer’s inquiries and issues.
•Provide daily, monthly and quaterly stats reports of the team to the Operations Manager.
•Answering calls.
•Assist customers regarding software installation.
•Troubleshooting desktop and laptop hardware and software issues over the phone.
•Provide product information to the customer.
•Create and process RMA for warranty products.
•Upselling brand products and services.
•Educate customers regarding to products and services.
•Reporting to Team Leader.
•Adhering to company’s policies and procedures
Tertiary: FAR EASTERN UNIVERSITY MANILA PHILIPPINES Course: BS Mathemaics, Major in Computer Science Year: 1996-2001
Secondary: ST. JUDE COLLEGE, MANILA PHILIPPINES Course: High School Diploma Year: 1992-1996