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概要
I possess 7+ years’ of work experience in a multinational company; Mobilink Telecom. I have worked in the functions of Customer Services, Quality Assurance, Statistical Data Analysis & Reporting, Training & Development, Digitalization & UAT, and Process Documentation & planning as a team member and a team leader as well.
Currently, I am looking for a job opportunity in a prestigious group, where I can participate in organization’s growth along with higher management by the use of my skills and abilities.
项目
工作经历
Team Leader of CSRT/CFL Management - Quality Assurance Team
• Managing Mystery Shopping & Mystery Calling project with Marketing team for customer care domain
• Implementing Customer Satisfaction Survey (C-SAT) to gauge overall experience of customer with our touch points (Business Center & Franchise)
• Collection, validation & theoretically analysis of NPS-CFL data to check out the root cause(s) of customer dissatisfaction/irritant(s)
• Statistically analysis of data to find out the frequency and mode of the problem(s)
• Conduct research to find out the ways to improve our services for exceed customer expectations
• Help to develop way forward to smooth implementation and execution of process(s) to improve
• Managing daily, weekly, monthly and quarterly reports for management to give them view of our service level and customer expectations
• Inner and outer department coordination for day to day tasks
Honors & Awards:
2 Surprise Performance Awards
Team Leader Customer Satisfaction Research Team
• Implemented Net Promoter Score (NPS) & Closed Feedback Loop (CFL) For All Channels
• Coordinated with external vendors Bain & Co. for development of CFL systems in the role of CFL Outbound Trainer and quality evaluator
• Developed CFL application and data formulation with development team
• Designed and implemented CFL survey Questionnaire for outbound call center team
• Arranged CFL workshops with outbound staff for collecting feedback for CFL and on understanding of Inner & outer loop in CFL
• Conduct training sessions of outbound staff for the quality of data collection
Customer Satisfaction Surveys:
• Managed Customer care touch points service level reports through satisfaction surveys based upon customer walk in nationwide by using MS Excel on advance level & Basic SQL
• Automated all CSS reports for management to save time
• Maintained process documents for all satisfaction surveys to help understanding complete process life-cycle
• Analyze performance trends and create necessary reports to gauge effectiveness
• Participated in revamping project of customer satisfaction surveys for Contact Center, Customer Care and Franchise
• Inter/outer departmental coordination assisting in achieving team targets
• Prepared weekly, quarterly and yearly reports of team performance
• Managing and motivating team to ensure Quality standards and efficiency
Honors & Awards:
Surprise Performance Award
Quietly Effective Behavior
Quality Assurance Officer
• Evaluated out-bound calls to ensure quality services will be provided to customers
• Identified TNAs based upon the performance reports
• Conducted training/refreshers of outbound team to improve quality
• Managed weekly, monthly, quarterly and yearly target achievements on different KPIs
Honors & Awards:
Innovative Problem Solving
Annual Employee Award-Silent Warrior
Research Officer
• Conducted customer satisfaction surveys nationwide via outbound calls for contact center, customer care, franchise and club
Honors & Awards:
3 Quality Work Awards
On Spot Recognition Award for consecutive good performance month over month
Winner of the competition “Customer Handling Techniques”
