IT Customer Support
APAR Technologies
Total years of experience :25 years, 1 Months
●Delivered outstanding customer service by quickly and effectively addressing customer concerns via multiple communication channels. Acted as the primary interface for customers, delivering quick and courteous email and inbound call responses.
●Ensured prompt and confidential handling of customer inquiries and optimized resource utilization to consistently meet service level agreements and contractual obligations.
●Supported and monitored the activities of Customer Engineers (CEs) within a particular geographic region or territory by planning, prioritizing, assigning, and monitoring open work orders.
●Maintained ownership and control over work orders routed to the Call Centre, ensuring all outstanding work orders were monitored and controlled within specific geographical areas as assigned.
●Demonstrated proactive planning skills in allocating incoming work orders within a specific geographic territory or customer responsibility.
●Fostered strong collaboration with other departments to assist with customer inquiries effectively, identified clients with specific needs, and escalated their concerns to the appropriate specialist.
●Escalated complex or complicated queries to the leadership team for timely resolution.
●Achieved company performance standards on productivity, quality, and attendance.
●Serve HILTON Japanese VIP customers with exceptional customer service experience while serving as the principal point of contact for inbound calls.
●Respond to inquiries regarding products and services, process payments, and perform general account maintenance.
●Maintained strict confidentiality of customer account information while completing all necessary follow-up work related to customer queries on time by communicating with relevant departments as needed.
●Identify clients with specific needs and forward their concerns to the appropriate department resource.
●Proactively up-sell new products or services to clients.
●Consistently meet company performance standards on productivity, quality, and attendance per HILTONs exceptional service standard.
●Lead the implementation of global finance processes and critical policy improvement initiatives by implementing the best practices to ensure compliance with NFCM/local requirements and oversee related work.
●Take ownership of regular reporting, including status updates on NFCM, Internal Audit (IA), Financial Controls & Corporate Responsibility (FC&CR) follow-up, and the RUNBOOK system by proactively monitoring and tracking NFCM Harmonizes progress and promptly identifying and addressing internal control risks.
●Collaborate with the Operations & Optimization team and Divisional Finance to address operational issues and regular reporting on agreed performance metrics to upper management.
●Collaborate with key stakeholders, including CFOs, IA, External Audit, and Corporate Financial Controls (CFC), to ensure effective communication and alignment in financial processes.
●Detect and report potential violations and comply with ethical business practices.
●Prepare and support Finance Service Centre (FSC) and Divisional Finance for audits, defining and tracking action items for proper and timely resolution.
●Provide coaching and support to enhance the organizations compliance and risk management skills.
●Manage assigned cycles and controls, including conducting walkthroughs, testing, and remediation. Conduct in-depth analysis of high-risk processes, activities, and areas as agreed with internal stakeholders.
●Analyse and define current and future business processes by developing solutions that address stakeholder issues and objectives. Document business process requirements throughout the project life cycle and assist stakeholders in translating strategic goals into business requirements.
●Manages the billing procedures for customers and partners for Dells various managed service programmes, including coordinating and reconciling invoicing receipts from Dells service partners.
●Coordinates cross-organization communication and problem resolution related to billing and reporting requirements.
●Provides financial and operational information to support managed services forecasting, P&L management, and revenue and expense tracking.
●Maintains the services SKU portfolio, including SKU creation, cost/price adjustments, and tax considerations.
●Consolidates revenue and prepares summary reports while enhancing customer invoicing and partner payment procedures. Designs and implements new processes and process improvements to streamline financial operations.
●In charge of SOX and CSA audits.
●Enhance the accuracy and efficiency of data extraction and pricing procedures.
●Creating and implementing innovative processes for the Japanese market requires a deep understanding of the local market and its unique needs and preferences by conducting market research and analysis to gain insights into consumer behaviour, purchasing habits, and preferences.
●Provide pricing analysis training to on boarded team members and help the sales team develop pricing strategies for newly released products and services.
●Optimize pricing strategies to improve profitability and customer satisfaction with close collaboration with pricing and finance teams, research, and keeping up to date with industry trends.
●Ensure compliance with pricing controls and provide financial guidance to the sales team to achieve planned gross margins.
●Take part in reviews of countries compliance with pricing regulations, manage the pricing database for hardware and supply prices for various pieces of hardware.
●Conduct final reviews on contract documents before handing them to customers.
●Support the India team by translating/interpreting Japanese terms.
●Provide reports for the Asia Pacific team.
Telecommunication industry
Audio product Manufacturing