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概要
With over 10 years of experience in the customer care industry, I have developed expertise in Customer care, Quality Assurance, call center operations, conducting outbound surveys, On demand project handling and Reporting and administration-related tasks.
I possess excellent communication and interpersonal skills and have a proven track record of leading successful teams. As a Lean Six Sigma Green Belt certified professional and ISO knowledge, I have a strong focus on process improvement and optimization. I am proficient in Microsoft Excel, Word, and PowerPoint, and I have experience in data analysis, reporting, and presentation. I am a highly motivated and skilled professional with a proven track record of success in the customer care industry. With my experience, skills, and certifications, I am confident in my ability to add value to any organization needing a Quality Assurance, operations and reporting / analysis expert.
项目
工作经历
Assistant Manager M-TAG ops
Manage helpline and Motorway operations including, scheduling and performance monitoring, to enhance efficiency and customer satisfaction on both sides.
Conduct training sessions to empower team members with the skills needed to handle customer effectively related to MTAG
Implement quality assurance measures to uphold service excellence and identify areas for improvement.
Primarily tasked with managing cash reconciliation, verifying new MTAG registrations, overseeing roster management, conducting reporting and analysis (RnA), coordinating Motorway Operations, supervising Helpline Operations, and tracking daily performance reports.
Generate comprehensive reports on helpline performance metrics to inform strategic decision-making.
Develop and maintain standard operating procedures to streamline helpline processes and ensure consistency in service delivery.
Stay updated on industry trends and best practices to continually improve helpline operations and customer service.
Implement innovative technologies and tools to enhance helpline efficiency and customer experience.
Quality Assurance Supervisor
Maintains current and accurate records of all relevant communications, audits, corrective action plans, and effectiveness monitoring
To Distributes the Team division sheet among all the evaluators in the start of every month.
Reevaluation of calls.
To Provides Monthly reports including, QE(s) Quality report, CC Quality report, Call of fame, Q.E’s incentive report, Calibration Report & Call
reversion report to the QA manager on monthly basis.
Quality Assurance Executive (QAE)
To Listen monitor and evaluate transactions according to quality assurance policies and KPI’s
Evaluates the transaction evaluation as per assigned task.
Attends calibration session to minimize the variation of the transaction monitoring
Customer Service Representative, Inbound Call Center
Making outbound calls to a customer, which includes telemarketing/sales calls and customerservice/satisfaction
Providing customers with product and service information
Up sell products and services
