Having a team of 25 agents.
Managing staff attendance and timekeeping in the department.
Ensuring calls are answered in an appropriate manner.
Making sure all incoming calls are answered within set time limits.
Coming up with ‘on the spot’ solutions to customer complaints.
Effectively managing customer services agents.
Identifying employee skill gaps.
Driving campaign forward.
Dealing with complex customer complaints or enquiries.
Holding regular team meetings.
Delivering first class customer service to customers.
Staff absence monitoring.
Holding regular meetings with Senior Managers on the performance of the team.
Compiling statistics and then compiling reports for senior managers.
Randomly monitoring calls to make sure that they are being dealt with in a professional manner.
Identifying areas that need to be improved within the call center and agents.
Creating action plans for under-performing employees.
Making sure that all pre-written scripts are followed and that all conversations follow strict company guidelines.

• Experience in level 1, Corporate and Consumer IT support, gained in a multi-site IT operations environment.
• Day to day operation of high volume of calls
Interaction with Australia and New Zealand (ANZ) local team in all aspects of the operation, business and overall direction, Interaction with Lenovo directly when situation warranted.
• Interaction with Australia and New Zealand (ANZ) customers in all aspects of troubleshooting, problem analyzing, and hardware warranty and out of warranty repairs of Lenovo ThinkPad and IdeaPad Laptops.
• Proven experience of configuring and administrating servers, workstations/laptops and associated software.
• Familiarity and expert knowledge using RCMS , PIMS, Focal Point, ScAgent, Lotus Notes, PD, Avaya, LRB, E-Service, E-Trac, RMA, ESS, RTO, tools.
• Develops/maintains support document for use by all levels of support personnel as well as end-user documentation.
• Completes helpdesk-related projects as assigned.
• Some shift work may be required and weekend work is needed for projects.
Performs other duties as assigned.

SingTel (Malaysia)

ABAY/ (L&D) - Learning & Development -MIO GE

• Worked as member of Assurance & Recovery Team (2nd Level).
• Monitor escalations made to different stake holders & chase them for resolution.
• Provide timely support on CCO triggered escalation where customer is unhappy due to SingTel\'s Policies and Procedures.
• Provide resolution to customers who rate Poor Very/Poor in SMS Poll Survey/CE Survey.
• Perform safety net via Speech Analytics from negative keywords to call customer and provide them resolution.
• Handling Level 2 Escalations & Manage disputed / Unhappy Customers.
• Handle Supervisor/Manager Call Backs.
• Proactively Investigate service lapses & escalate to stake holders for necessary actions.
• Provide instant assistance to Level 1 officers in unresolved cases.
• Perform necessary coaching to staff where there is opportunity.
• Educate staff on SOPs and Products as SME ( Subject Matter Expert)
• Monitor traffic/Work force in absence of Managers.
• Strive to achieve Customer Experience Target i.e. 70% and SMS Excellent rate i.e. 60%
• Prepare statistics of Customer Experience Survey for Operations


Customer Support Officer

• Provide Customer Support to our clients in Singapore in regards to home line Broadband internet, Fiber internet and TV Services .
• Co-ordinate with other departments to resolve issues within the departments.
• Resolving complaints of the customer by interacting with relevant departments.
• Get instant solution with the assistance of (Consumer Ops and Service & Quality Department)
• Conversing with all sorts of customer pertaining to their products availing with SingTel Telecommunications Limited.
• Assisting

Client Support Officer, Team Supervisor

• Providing support to the clients for company’s custom made software called Agent and support Via Web site, Also work with development team to deployment for software Agent 2.0 and Agent 3.0 according to client’s needs to make it more user friendly
• Providing support to clients for Olympus hand held device downloading installing and updating the software for few listed models.
• Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively
• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.
• Have an appropriate judgment in upward communication regarding department or employee concerns
Recognizing growth opportunities, future oriented, building team skill sets, positive attitude, organized, proactive and a team player.
• Define team structure, workflow, tools, and system requirements, innovative
Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
• Assist manager with daily operations include the development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.

• Answering Calls from all over states regarding Dell laptops and desktop computer.
• Assist caller with all type of questions they have about the product, price plans machine type model specification.
• Covert the callers to customers by selling the product, Maintain to be the top performer in the team.
• Lead by setting a good example (role model) - behavior consistent with words as well as coach and help develop team members.
• Maintain healthy group dynamics, intervene when necessary to aid the group in resolving issues and assure that the team members have the necessary education and training to effectively participate on the team. Encourage creativity, risk-taking, and constant improvement.