Coordinator
Speak English Language Institute
Total years of experience :11 years, 1 Months
• Contact prospect customers - individuals and corporate - and follow-up with leads
• Answer and reply to inquiries through different communication channels
• Identify and close new sales opportunities based on customer's needs and requirements
• Provide excellent customer service to students, assisting them with course selection, registration or any other issues related to the institute's activities
• Manage the schedule and administrative tasks related to group and private classes
• Organize workshops and social events for students
• Maintain accurate administrative, sales and customer record and office inventory
• Planned marketing operations and programs to ensure bottom-line success
• Collaborating with team members to give exceptional service throughout the entire enrollment and purchasing experience.
• Graphic designing for advertisements on social medias, newsletters, posters, flyers and emails.
• Video editing for marketing.
• Data entry and data management in Vend and Salesforce (CRM)
• Constantly updates the company’s contact and mailing lists
• Sends email campaigns to potential leads and/or previous clients.
• Creates daily reports
• Troubleshoots a variety of technical issues.
• Determines and supports the implementation of business processes within teams of technical support agents handling NBN (National Broadband Network) Account. Possesses a strong business knowledge and experience, management skills, effective communication, leadership and decision making skills.
• Supervises two teams of 20 members each and oversees the execution of the processes by ensuring that no steps were skipped or jargons used without full explanation so it can be understood by clients.
• Receives escalated calls from subordinates. Pacify complaining customers by sympathizing and explaining related business processes and offering best solutions.
• Supervises workers who are engaged in support processes and maintains quality control standards and on-going quality control objectives.
• Makes outbound calls and assures the customers that the issue is being handled well while it is still on progress.
• Offers extra services regarding advance support in case customer wants to be assisted on an out of scope support.
• Installing hardware and software systems.
• Maintaining or repairing equipment.
• Troubleshooting a variety of computer issues.
• Handled a high influx of inbound calls from Australia to provide effective and timely resolution for a range of customers with technical problems related to NBN internet connection and network issues with a goal to achieve a high level of customer satisfaction and advocacy.
• Provides high level customer service by performing investigation, fixing technical issues and complaints relating to quality of the network.
• Responsible for providing guidance through corrective procedures to customers in order to diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV (Internet Protocol Television), VOIP (Voice Over Internet Protocol)and more.
• Delivers service and support to end-users using and operating automated call distribution phone software, via remote connection.
• Process orders for replacements of damaged equipment’s in order to fix the customer’s issue.
• Makes critical decisions in various types of escalation, and determines the need of dispatching a
technician to the customers' premises.
• Maintains records, logs, and the life cycle of work requests.
• Identifies opportunities to up sell product/services such as insurance and extra network device.
• Completed 480 hours of apprenticeship program as Quality Assurance Intern of GRID team (Goodware Resource and Information Database), a team that collects clean applications from the web and then filters
before uploading in the database for a certain application of Trend Micro. Compile security incidents and create daily reports;
• Specifically maintaining the database of TMAC (Trend Micro Application Control) by daily checking
the information updates and collects good applications to be added in the database of the specific antivirus software application to increase its security using VMware.
• Provide instruction to Chinese students on a variety of subjects using a distance-learning format. Responsible of teaching, guiding and assisting the students in learning Basic English communication and pronunciation skills.
Essential Coursework related to Professional Experience: The BS IS program prepares individuals for all potential career positions in the Information Systems field. These include: Systems Analysis and Design, Computer Networking and Health Care Informatics.
Essential Coursework related to Professional Experience: Topics covered in these programs include operating systems, networking computers, troubleshooting and maintaining a PC, memory systems, data storage devices and security.