Training and Development Backup Officer
EXTENSYA
مجموع سنوات الخبرة :1 years, 0 أشهر
EXTENSYA - Training and Development Backup Officer
(Feb 2012 to Present Day)
Duties: • Baseline Training Sessions: ➢ Corporate Induction
➢ Customer Service Representative Essential Skills Session
➢ Information Security Session
➢ Simulating Actual Business Processes
➢ Different Country Inductions
➢ Regulating and Overseeing Training Sessions
➢ Role Plays
• Line of Business Training.
• Refresher sessions on different line of business processes to current agents.
• Knowledge assessment of current agent through online tests and quizzes.
• Gathering information and feedback from current agents on some of the line of business processes through unbiased and real-time questioners.
• Update the agents on any updates regarding their knowledge through refresher sessions and shift briefs.
• Daily gathering of updates from the knowledgebase.
• Floor support for the contact management center knowledge wise and in other aspects.
EXTENSYA - Customer Service Representative
(Jun 2011 - Feb 2012)
Duties: • Contact businesses and private individuals by telephone in order to solicit sales for products and services.
• Explain products or services and prices, and answer questions from customers.
• Obtain customer information such as name, address, and payment method, and enter orders into computers.
• Record names, addresses, purchases, and reactions of prospects contacted.
• Adjust sales scripts to better target the needs and interests of specific individuals.
• Resolving customer requests, questions and complaints and frequently requiring analysis of situations to determine best use of the company's resources in resolving each individual concern.
• Dealing with costumer's needs and servings them with the best highest quality services available.
• Handle and resolve customer complaints.
• Obtain and evaluate all relevant information to handle inquiries and complaints.
• Manage customers' accounts.
• Record details of inquiries, comments and complaints.
• Turning the customer negative experience into a positive one.
SKILLS
Personal Characteristics
• Work efficiently under pressure.
• Capacity to work both independently and as a team member.
• Positive attitude towards team members.
• Encourages outstanding team morale and maintains highest ethical standards.
• Good communication skills gained from giving presentations at seminars, chair meetings, giving training sessions and dealing with customers tactfully and diplomatically.
• Working on team projects during my work career has involved different roles which have
developed negotiation and persuasion skills.
PACKAGES
MS Office Suit
Platforms: XP/Vista/7
Programming Languages: C++, C#, ASP.NET, Processing, WEKA, and Oracle 10g
Concepts: Management, Maintenance, Customer Support, Knowledge-base ontology.
Bachelors in Computer Information Systems and Minor in Management Information Sytems.