مارفين Basa

• E-Commerce and Contact Center Sales monitoring and reporting
• After sales technical support and service tracking
• Complaints management reporting
• Customer registration and data management
• Technical and Sales Support
• Customer support with Product and Technical queries over the phone
• Generate, monitor and prepare Ecomm, Inbound/Outboun Sales and Technical reports
• Monitor and Update Ecomm stocks

- Check and resolve failed orders and installation issues
- Failed orders and installation issues reporting
- Incident creation
- Order completion monitoring and reporting
- Aging order cancellations
- Tele calling - verification & booking appointment
- On-site support for field team for technical issues

- Ensure that customer details, relevant images and documents are 100% accurate.
- Conduct effective contact point verifications as per the laid down guidelines and processes in the CPV policy, within the agreed turnaround time in order to minimalize and prevent Card/Retail asset, Credit/Fraud losses to thr bank.
- Suggest policy/procedural changes or recommend process improvements, system improvements (related to CPV) when identified, if any in order to enhance the process.

- Handles inbound and outbound calls regarding customers technical and billing inquiries.
- Provides customer with information on current packages and promotions. Ensure 100% quality and customer satisfaction rating.
- Administrative tasks which includes reports and follow ups.

- Communicate with clients via email, telemarketing and scheduled appointments
- Present training courses offered by the company
- To actively secure bookings for the courses signed up by the clients
- To identify and secure new customers and business opportunities
- To work with other Business Development staff to maximize the business potential of the company
- Scheduling of meetings and setting of agenda and venue.

- Creating and filing of Quotations, Invoices, Delivery Notes and Purchase Orders
- Record and update Sales Database
- Compile and maintain records of business transactions and other activities Encoding employee data in the system and filing of hard copies
- Review and update furniture stocks sheet
- Administrative tasks which include reports and data analysis using MS Office applications (WORD, EXCEL, POWERPOINT).
- Respond to calls and emails.
- Scheduling of meetings and setting of agenda and venue.

- Responsible in handling 20 AVPs (Supervisors) and Over 500 CSRs for the project.
- Responsible for motivating employees and team members to meet company's goals and customer satisfaction.
- Responsible for client interactions regarding, incentives, goals and reports. Attend Meetings with clients and deliver reports required on a daily basis. Analyze trends and ensure that deliverables, coaching sessions and goals are being met by all supervisors every day.
- Oversees the Recruitment team and its process to ensure that the company hires only the best fit for the program.
- Oversees the Training Department.
- Helps create training agendas and modules to ensure 100% readiness of the training class prior to being sent to production floor.

- Responsible for handling 17 Technical Associates and supervising their work successfully
- Handled escalated queries and issues and provided solutions and feedback for improvement and development
- Responsible for motivating employees, and team members to meet company's goals and customer satisfaction.

- Responsible for handling a team of 20 employees, and supervising their work successfully.
- Handled all team members' problems and queries successfully and provided solutions to their problems
- Provided technical/billing support to the team members
- Responsible for motivating employees and team members to meet company's goals and customer satisfaction
- Received documents on a daily basis and re-organized it for analysis as per the SOP (standard operating procedure).
- Contacted customers/agents to remove any discrepancy in the received documents Resolved customers' billing/technical issues over the phone Routing of Letters to correct queues for processing

- Took inbound calls for providing service and product information
- Provided callers with information on programming packages and promotions
- Resolved customers' billing/technical issues over the phone