IT Customer Support
APAR Technologies
Total des années d'expérience :25 years, 2 Mois
Provided exceptional customer service through prompt and courteous responses via various channels.
Ensured timely and confidential handling of inquiries to meet service level agreements.
Supported and monitored Customer Engineers (CEs) activities in a designated region.
Maintained ownership and control of work orders in the Call Centre.
Proactively allocated incoming work orders within assigned territories.
Collaborated with other departments to address customer inquiries and escalate concerns.
Escalated complex queries to leadership for resolution.
Achieved company performance standards on productivity, quality, and attendance.
Provided exceptional customer service to HILTON Japanese VIP customers as the primary contact for inbound calls.
Addressed inquiries about products and services, process payments, and handle general account maintenance.
Maintained strict confidentiality of customer account information and ensure timely follow-up on customer queries.
Identified clients with specific needs and escalate concerns to the relevant department.
Proactively upsold new products or services.
Met company performance standards on productivity, quality, and attendance to uphold HILTON's exceptional service standard.
Led global finance process implementation and policy improvement initiatives, ensuring compliance with NFCM/local requirements.
Owned regular reporting, including NFCM, IA, FC&CR follow-up, and RUNBOOK system monitoring.
Collaborated with Operations & Optimization team and Divisional Finance on operational issues and performance metrics reporting to upper management.
Engaged with key stakeholders for effective communication and alignment in financial processes.
Identified and reported potential violations, ensuring adherence to ethical business practices.
Prepared and supported FSC and Divisional Finance for audits, tracking action items for resolution.
Provided coaching to enhance organizational compliance and risk management skills.
Managed assigned cycles and controls, including testing and remediation, and conduct in-depth analysis of high-risk processes.
Responsible for SOX audit.
Analyzed and defined business processes, translating strategic goals into requirements.
Managed billing procedures for various managed service programs, including coordination and reconciliation of invoicing.
Coordinated cross-organization communication and problem resolution related to billing and reporting.
Provided financial and operational information for forecasting, P&L management, and tracking.
Maintained services SKU portfolio and handle SKU creation, cost/price adjustments, and tax considerations.
Consolidated revenue and prepare summary reports, while enhancing invoicing and payment procedures.
Designed and implemented new processes and improvements to streamline financial operations.
Responsible for SOX and CSA audits.
Improved Data extraction and Pricing Process with Microsoft Excel macro programming.
Introduced and Implemented new Process for Japan Region.
Trained new members on Pricing Analysis.
Provided transaction pricing analysis and supported sales team in pricing strategies.
Ensured compliance with pricing controls and provided financial guidance.
Participated in Country Pricing compliance reviews.
Managed Hardware pricing database and provided Hardware Product Costs.
Conducted final checking/review on Contract Documents.
Supported India team with Japanese translation/interpretation.
Provided Reports for Asia Pacific Team.
Assigned to Public Phone Department.
Oversaw payphone assembly project with Malaysia Telco
Planned Payphone implementation process
Conducted Presentations/Training on new Products to potential customers( ex: IRAN Telco )
Handled customer support, provided Technical support & Problem Solving training
Managed Payphone management system
Conducted site visits/inspections to resolve arising problems
Designed repair requirements & Documentation Control
Designed Jigs (Tools), provided training, and technical support to team member
Served as President of Sports & Recreation Club
Assigned to Micro Computer Development Group (Programming).
Led software design for 6CD changer mini compo project using C language and Machine language.
Conducted R&D for audio-video products (mini compo & VCD).
Designed testing jigs for product development.
Conducted Quality Improvement Studies and Troubleshooting.