Uha Godisela

Worked with Multiple Projects - Sharepoint and ExxonMobil
• Perform Call/Chat/Ticket monitoring and provide trend data. Use quality-monitoring
metrics to compile and track performance
• Monitoring wide range of Call/Chat/Ticket (DSAT, Reopen, Cancelled, Repeat, Escalation
and Regular)
• Participate in design of quality standards, metrics and improvement areas
• Prepare Weekly/monthly quality reports and device enhancement areas for team
• Conduct Training Sessions / Process knowledge test
• Carrying out Root Cause Analysis and provide Support for Escalation management
• Engage in Client management and setting Expectations
• Provide Feedback and Track progress