日本と海外をつなぐクラウドソーシング

Fujitsu

Team Manager

2017/03～

To keep focus on the KPI and SLA for the Total account
Work with a French, English, Portuguese, German and Spanish support team in Braga.
I also work on the alignment to ensure globalization of the supports in Malaysia.
all agents to ensure a high quality level of work by providing performance one to one meeting.
I also participate to the operation meeting between Fujitsu and Total
Weekly meeting, attendance and update of the tools for the agents salary.
I request the access for the new comers. I do their onboarding training.
Recruit the new agents and welcome them in the company.

Teleperformance

Team Manager

2016/06～ 2016/12

To keep focus on the KPI for the business,
Monitor and provide coaching with
all agents to ensure a high quality level
Weekly meeting, attendance and update of the tools for the agents salary.

Kelly

Night Supervisor,

2014/03～ 2014/09

ZenimaxOnline for 6 Month contract for the Elder Scroll Online Game Launch.
Prime role as a supervisor was to offer world class customer support.
Have my team to drive Customer Satisfaction.
Improve Customer CSAT launch goal 85%
Improve Customer Resolution (FCR) Launch goal 85%
My tasks were
Real-Time Support, Coaching and Feedback
Supporting agents on the floor, one on one coaching sessions, and other agent CSAT/FCR development activities. Real-Time Support Includes:
Real-Time Contact Monitoring
Floor Walking
Answering questions related to contact flow
Nexxphase Supervisor Dashboard Monitoring
1st point of contact for all agent impacting issues
Supervisor understands escalation paths needed for resolution for all agent impacting items
Coaching and Feedback Includes:
Individual agent coaching opportunities defined per BBPO process
Overall Customer-Impacting metric coaching for individuals
Meeting:
Participating in departmental meetings to stay current on new working practices
Additional Administrative
Requests and General admin tasks

CPL SuccessFactors a SAP company

Customer Support Manager

2013/04～ 2014/03

GalwayThe Customer Support Manager role is a
client-facing resource for enterprise-level accounts delivering support account management. The role encompasses on-going support/guidance, business strategy and transformation advice, and overall account portfolio management and oversight. As a customer advocate, the Customer Support Manager is the client’s Primary Point of Contact responsible for orchestrating all support activity within SuccessFactors to deliver a superior client experience. This role focuses on on-going relationship-building and proactive support management activities, promoting overall customer satisfaction, product adoption and renewals. The role manages diverse, high profile and/or key accounts

Houghton Mifflin Harcourt

Project Manager coordinator

2012/09～ 2013/03

Project Manager, HMH, Dublin 2, Ireland Project Manager
Coordinator for the Widgets creation, work under pressure with Creative Designers, Learning Designers, QA(NIIT), Vendors (Rosetta), Widget Designers, Editors, History Channel and Apple, for the publication of 13 iBooks. For the High school Education in America.
The Responsibilities: • Work within a functional team to provide administrative support to specific projects, across multiple project teams. • Focus will be on file input management, vendor engagement, and documentation standardization around inputs reporting • Apply a structured Project Management approach to their deliverable and follow standard procedures. • Work with the project manager to verify, define, plan and sign off scope before moving forward. • Take ownership of assigned activities and/or elements of work in a specific project. • Working with external 3rd parties on their activities to ensure successful delivery. • Develop and control work schedule and time management to ensure on time and accurate delivery • Report risks and issues that may occur, and use relevant escalation tools and processes to manage these risks to closure. • Manage all the communications, planning and information for their assigned activities • Liaise between internal functional departments to collate,
document, store and report into project management on the results to support critical decision making on the project. • Organizing Meetings, taking of Minutes, sending out agendas

CPL, Hewlett Packard

Team Leader

2011/09～ 2012/09

 Delivery of Technical Support team service level components, quality and productivity targets & indicators.
 People Management, including all HR related issues, as well as staff development.
 Operational Management: Managing the floor, adherence to schedule.
 Ownership and problem resolution.
 Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
 Training and development of staff.
 Motivation, leadership of a team of agents
 Conducting 1 to 1’s, team meetings and individual performance appraisal.
 Contribute to the initial hiring and selection process
 Compiling reports on team’s performance and customer feedback.
 Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address and work to develop these.
 Offers solutions and suggestions for process and product improvement to management.
 Develop ideas and solutions on any matters relating to improving revenue generation & customer satisfaction and present to senior management.
 SLA and KPI agreement and reporting.
 Roadmap meeting participation with Customer.

Manpower, IBM

Project Delivery Team Agent

2004/04～ 2011/03

01/2011- 03/ 2011 Project Delivery Team Agent, IBM, Greenock, Scotland
Strong management and analyzing skills; quality improvement; updating training materials; in charge of Quality Control reports
07/2011- 08/ 2011 Project Delivery Team Agent, IBM, Greenock, Scotland
Strong management and analyzing skills; quality improvement; updating training materials; in charge of Quality Control reports
12/ 2010- 01/2011 Shift Leader for Out Of Hours Infoprint Queue Management Team, EMEA, Greenock, Scotland
Providing half an hour reports for Infoprint Queue (for EMEA, Canada and USA); working with escalation figures and IT issues; taking care of behavioral employee issues
03/ 2010- 12/ 2010 Team Leader, Xerox, Greenock, Scotland
In charge of Xerox ASR Project: taking care of European pilot projects; creation of processes for reporting and other daily task issues and its implementation for the team in Manilla
03/ 2004- 11/ 2008 Subject Matter Expert/ Lead Entry Agent, IBM, Greenock, Scotland
Close cooperation with managers, team leaders, EMEA team and CEEMA; in charge of development of personal, business and technical skills; in charge of training for new agents; taking care of sponsor’s weekly reports; making sure the new tool GPP BP Registrations used by IMB is properly registered
Mission: In charge of Linux Project: in charge of international Software Pipeline; member of a team that investigates usage of Linux software; working with customer surveys; evaluation of collected quality data, in charge of errors and report making for IBM Senior Vice President (SW, USA) as well as error updating for EMEA, USA and Asian Pacific
Mission: Manpower Recruitment for IBM, Africa: dealing with request from Africa
Mission: XEROX: Creation of French language test, making candidate assessments
Customer support Xerox, answering 170 calls a day to take customer consumables orders and follow on their orders.
Mission: In partnership with D&B team; creating French company family tree by legal information usage, in contact with their headquarters; data update: especially Dews system