Executive Customer Service - Call Center
intertec Group WLL
Total years of experience :21 years, 7 Months
Handling external/internal customer concerns & enquiries via call, email
and chat systems for all brands and departments of the organisation.
Work closely with the service manager/Technical Supervisor to ensure
synergy in all processes and liaise with service & maintenance teams to
accomplish goals & targets assigned.
Reporting to management on Observations & Analytics of Customer
Feedback and suggest procedures of improving customer experience.
Assist the service team on KPI’s & SLA achievement on a daily basis.
Provided strategic consulting in all aspects related to training for organization-wide initiatives and projects. Participated in the design, development and implementation of training programs of a broad organizational scope.
# Plans, designs, develops, and delivers sustainable strategic training and instructional programs, using instructor-led, web-based, and/or multimedia training methods and formats.
# Evaluated effectiveness of training and development programs, utilizing appropriate data collection instruments and procedures.
# Engaged with C-Level executives to analyze and understand industry variables and articulate roles on coaching and training.
# Conducted frequent learning & mentoring strategies for all levels of learners at organizations.
# Administered training programs in accordance with business needs, regulatory requirements, and Quality Management System.
# Participated in effective training delivery including analysis, implementation, testing and documentation.
# Over 250 hrs. of training on Leadership, Customer Enhancement, Productivity & Sales Development.
# Presented and provided individual client consultations in context with overall intervention strategy as needed.
# Key initiator of new business development, targeting medium to large scale business accounts for strategic penetration.
As the head of FranklinCovey Public Programs in Sri Lanka and Maldives, was responsible in overlooking all aspects related to implementing, marketing and finalizing public events scheduled by FranklinCovey. This includes planning, budgeting, sales & promoting. Supported by a highly talented team, was able to meet the mandatory targets for each and every event.
# Conducting training need analysis of clients, signifying the most suitable program according to the challenges faced by the organization.
# Corresponding with the product team to act as a bridge between product and the sales team.
# Preparing training/webinar calendars and managing course-ware and other admin support required.
# Promoting the company and the respective products as the preferred brand in the training & consulting industry.
# MIS/Report Generation - Revenue Analyzers, Performance Reports, Comparison Reports, Data Validation Reports
# Webinar, Showcase and Campaign Management.
# Managing logistical support for training programs & events.
# Preparing, updating and compiling cost of training's & events.
Attached to the Customer Care team at “Nokia Care”, and was responsible in handling customer concerns related to the after sales service of the “Nokia” Brand. Adhered to strict customer quality
policies, with the goal to deliver exceptional customer experience on challenges confronted by the customer to their satisfaction.
# Well versed in problem solving techniques for service-oriented facility.
# Ensured that all customers receive ‘best in class’ sales and operational customer service, and be the voice of the vertical in the organization
# Being an active member of the team who focused on team work and coordination with various departments of the organization.
Whilst heading a team of highly talented financial professionals catering to corporate & niche market clientele, leadership was my key role to create an effective team.
# Overlooked and supported all functions related to achieving service level agreements of the department.
# Coordinated and negotiated with principles to streamline smooth functioning in operations.
Was assigned to value payments department of the Global Resourcing Centre in Colombo, the main responsibilities being to ensure process related expertise be shared with team members and to deliver new process changes as and when received.
# Served as a point of resource to team members to any challenges that may occur on day to day process duties.
# Supported to increase team performance by ensure clear and absorbing learning interventions.
# Well versed in back office BPO operations related to process training & talent performance evaluation.
Commenced career in Customer Service at Sri Lanka’s pioneer internet service provider, as a trainee and subsequently was promoted to
executive within a short period of time. Key duties in this capacity was:
# Assisting walking customer on all concerns related to emailing and internet solutions provided by the organization.
# Mainly assigned to the front desk operations of the customer care division.
# Obtained knowledge in internet, emailing and network troubleshooting.