Helpdesk Coordinator
Canon Emirates LLC
Total years of experience :10 years, 1 Months
Achievements:
• Promoted from Encoder to Helpdesk Coordinator due to efficiency
• Cleared the backlogs for all the Emirates and Maintained all the job reports up to date
• Manage the tasks for the 7 emirates for 5 months
• Improved the process of extracting report for the Post Service Survey
Responsibilities
• • Helped Streamline repair processes and update procedures for support action consistency
• Explained technical information in clear terms to non-technical individuals to promote better understanding
• Followed up with clients to ensure optimal customer satisfaction following support engagement and problems resolution
• Documented all transactions and support interactions in system for future reference and addition to a knowledge base
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks to reduce lag time and improve overall speed of service resolutions
Achievements
• Attain 108% versus 87M Peak Season Target (September to December)
• Second highest attainment for business volume and third-highest attainment for Service fee.
• Reach 100% 70M Off-Peak Target (January to August)
Responsibilities
• Provided primary customer support to internal and external customers in fast-paced environment
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Update the progress of all the opportunities in CRM (SalesForce) and prepare pipeline updates for the weekly and monthly meetings with the Sales Director.
• Performed general office duties, including answering multi-line phones, greeting visitors and Managed office inventories
• Offered departmental administrative support and Handle sensitive information in a confidential manner
• Coached new employees on administrative procedures, company policies and performance standards