Officer Group Customer Service
M. H. Alshaya Company
Total des années d'expérience :9 years, 9 Mois
Core Responsibilities:
- Administration of applications used by Contact Center team such as BMC Remedy, ININ & Oracle Service Cloud.
- Creation of Survey on Survey Module, MS Forms, Oracle Service Cloud, publish and retrieve raw data.
- Extraction of raw data from various forms and applications used by contact center.
- Cleansing of data and merging them with other related forms (from BMC Remedy, Genesis ININ).
- Creation of joins and thus combining data to make dashboards (on MS excel and SAP BI).
- Briefing higher management on completion of reports.
- Taking feedback from Management and amending the dashboards making it easy to view.
- Checking the reports and comparing with the raw data received for cross checking.
- Coordinate between the vendor and the stake holders to implement various system requirements.
- Set deadlines for inhouse tasks / projects, monitor status, and summarize their progress to stake holders.
- Managing migration activities and system downtime by coordinating between different teams.
- Troubleshoot issues related to the system and communicate with vendor by raising Service Requests.
- Provide technical support to agents.
- Perform / monitor backup activities as and when required.
Soft Skills:
- Managing multiple projects at a time
- Understand the requirements and expectations of management related to reporting
- Realizing expectations of end users while collecting their requirements
- Genuinely communicate with stake holders and end users managing their expectations
- ‘Customer First’ approach
- Following business process and capturing required data for system processing
- Activating procedures for data processing
- Checking and maintaining data integrity
- Streamlining of queries and procedures in SQL
- Automation of daily tasks using Excel - Macros and MS-Batch.
- Stock-take activities for stores & warehouses
- Post stock-take procedures including system inventory adjustments
- Maintaining accurate sales and stock data in the system.
- Providing sales data, stock movement and inventory reports to all stakeholders, on a daily/weekly/monthly basis.
- Database backup and cleanup.
M.Sc. - I.T. Mumbai University (Usha Pravin Gandhi College)
B.Sc. - I.T. Mumbai University (Usha Pravin Gandhi College)
Higher Secondary Certificate (Mithibai College)
Central Board of Secondary Education (Indian community school, Kuwait)