To seek a challenging position in a dynamic and reputable organization where I can utilize my technical, managerial and interpersonal skills, be a part of a promising and successful team, and gain knowledge from diverse field experiences.
Supervision of the team members for ensuring management of workload within given time and ensuring efficiency with accuracy.
Training new agents , developing traning material , ensuring the agents fully understand the product and troubleshooting steps before they start entertaining customer.
Troubleshooting different issues faced by our customers and retailers which are not resolved by technical support team.
Interaction with technical support agents NOC team and Development to pass on crucial information related to service issues.
Follow up with customers who have been committed a call back by support team.
Recommendations of the measures mandatory for ensuring compliance, implementation of corrective measures required to maintain customer satisfaction up to the mark.
Preparation of issue summary on regular basis and report to management.
Answering support team/customers inquiries/queries as required.
Coordination with Sales department and sharing customers’ feedback regarding the impact of company’s promotional campaigns and giving recommendations regarding any possible modifications if required.
Handing frustrated customers in case their issue was not fixed by the technical support agent.
Providing office services by implementing administrative systems, procedures, and policies; monitoring administrative projects; maintaining suggestion program.
Maintaining administrative workflow by studying methods; implementing cost reductions; developing reports and procedures.
Creating and revising systems and procedures by analyzing operating practices; studying utilization of micro-computer and software technologies; evaluating personnel and technological requirements; implementing changes.
Developing administrative staff by providing information, educational opportunities, and coaching.
Resolving administrative problems by analyzing information; identifying and communication solutions.
Maintaining rapport with contractors , managers, and employees by arranging continuing contacts; researching and developing new services and methods; setting priorities; resolving problem in different situations.
Maintaining continuity of work operations by documenting and communicating needed actions to management; discovering irregularities; determining continuing needs.
Guiding employee actions by researching, developing, writing, and updating administrative policies, procedures, methods, and guidelines; communicating developments to management.
Completing administrative projects by identifying and implementing new technology and resources; redesigning systems; recommending re-deployment of designated resources.
Accomplish department and organization mission by completing related results as needed.
Contacting residential customers by telephone to sign up for services,
Delivering sales pitch according to company guidelines and developing new sales techniques, persuade potential customers to purchase Telecom services.
Explaining service switching process and terms and condition .
Helping fellow team members to meet sales targets.
Making call backs on behalf of my team members to complete sales or verify data.
Maintaining APR and managing team in absence of my team Lead.
Training new agents and making sure accurate their product knowledge is updated .
Adjust sales scripts to better target the needs and interests of specific individuals.
Explain technical product or service information to customers.
Obtain customer information such as name, address, and payment method, and enter orders into online portal.
Making call backs on behalf of my team members to complete sales or verify data.
Maintaining APR and managing team in absence of my team Lead.
Training new agents and making sure accurate their product knowledge is updated .
Adjust sales scripts to better target the needs and interests of specific individuals.