: Knowledge in Microsoft office application (MS Word, Excel, PowerPoint)

                                : Basic Knowledge in Adobe Photoshop

                                : Avaya and Cisco CMS – Call Monitoring System

                                : CDV tools (IMS GUI, BACC GUI, ORDER PATH)

                                : Oracle user

               Designation   : Operations Team Supervisor

               Role               : To oversee the day-to-day operation

                                     : To provide hourly performance update to the client.

                                     : Audit and oversee the performance of the team managers and make sure that tasks and reports are carried out efficiently and effectively

                                     : Oversee the performance on agent level and address poor performance.

                                     : Provide weekly progress report on the performance of the team managers and agents under the cluster.

                                     : Coordinate and update other departments (Training, HR, Payroll) on-behalf of team managers and agent.

                                     : Handle special tasks as needed by the operation and directly provide updates to the Operations Director.

                                     : To provide necessary on boarding to new hire agents and team managers.

                                     : Responsible for supervising activities of assigned Operation team to ensure quality performance, in-depth product knowledge,

                                       and adequate staffing in order to exceed the client’s goals and objectives

                                     : Ensure the availability of staff to answer procedure and product related questions in a timely and accurate manner,

                                       to accurately maintain staffing efficiency

                                     : Attend client calls and business call reviews

                                     : Prepare and conduct timely performance appraisals of direct reports

                                     : Coach, train, and develop subordinates to achieve quality performance

                                     : Participate in monthly sessions with production employees to gauge morale and make recommendations to management

                                     : Proactively oversee the activities involved in quality resolution of client or team problems or concerns

                                     : Provide feedback to supervisor regarding recurring problems and recommend improvements

                                     : Continuously improve the level of overall service.

               Designation   : Technical Support Representative

               Role               : Received calls from customers with cable, modem and phone service issues concerning cable boxes/modem/phone activation

                                       and troubleshooting that includes reactivation of equipment and rate code corrections provisioned on customer’s account.

                                     : Processed kit orders for self-installation and/or professional installation and set customer’s expectation about the product,

                                       service and their corresponding fees.

                                     : Assist customers with billing and product inquiries

               Designation   : Communication Staff

               Roles             : Receive calls from customer who would like to inquire doctor specialization, clinic schedule and room designation.

                                     : Organize office and department schedules.

                                     : Connect customer calls to patient rooms and clinic. Train new hire employees.