Connecting and Upgrading mobile services
Managing and implementation adds, move & changes
to mobile services
Providing advice to customer on mobile value-added
services, such as International Roaming
Problem-solving connectivity issues with corporate
services, including liaison with the Carrier, VoicePlus
Account Manager and Customers
Training with Carrier and VoicePlus team
Providing support on Call, chat and email at the sametime

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of customer care email responses.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.

• Supports and maintains POS system computers (servers, desktops, cash registers, laptops and tablets).
● Supports and maintains POS related devices, like POS printers, scanners, cash drawers and EFTPOS terminals.
● Supports and maintains all scanning equipment, including handheld scanners and wireless access points.
● Supports, trains, sets up, and troubleshoots users company-wide

● Maintaining good relationships with existing clients.
● Traveling to meetings, holding in-office meetings and facilitating work between different departments.
● Internet research, professional networking connections and referrals to identify and reach out to potential clients.
● To communicate with potential clients through conference calls, emails and in-person meetings for the purpose of fully explaining how their organization
can benefit the client’s business as well as addressing any hesitations which the client may have.
● Tracking business leads
● Creating required documents
● Reporting to the CEO of the company

● Scheduling Meetings with the Project Manager for the outsourcing projects.
● Giving trainings to the outsourcing centers.
● Dealing with the Project Coordinator of each outsourcing center.
● Filtering the right outsourcing prospect companies.
● Post training sessions / Reinforcement sessions to the offshore teams.
● Making sure the output Sales are consistent from all outsourcing centers
● Maintaining 80% Quality of Sales to Acceptance ratio.
● Making sure the entire outsourcing system is running fluently.

● Reported to the CEO of the company.
● The client had different tasks which had to be completed with a strict timeline.
● Making follow up calls to the existing customers.
● Making sure customer satisfaction is maintained.
● Guiding customers on the new add-on services e.g. Free Subscription, Protection Plan.
● Helping out customers solve their day to day issues and their payment issues as well.

● Making outbound calls for Home improvement
● Contacting old US home owners and pitching them different types of home improvements.
● Setting up call backs for Local Agents and later started with live transfers as well.
● Maintained a very good conversion ratio on the project.
● Consistent performer.

● Worked on the Injury Claim project as a Part-Time Agent.
● This was an Appointment based project.
● Main task was to make outbound calls and when the customer is interested, transferred call to the supervisor.
● Made calls through a manual dialler and consistently made high number of calls on daily basis.
● The bonuses were dispersed on Closed Sales.