日本と海外をつなぐクラウドソーシング

Kimetrica Ltd

Helpdesk supervisor

2013/01～

Managing Kimetrica’s Helpdesk ticketing system
 Ensuring tracking of all received tickets and follow-up on the same
 Training users on system use and roll-out of new technologies
 Generating and marinating Helpdesk reports at regular intervals
 Creating user manuals and guidance notes where necessary
 Ensuring prompt feedback to clients and resolution of forwarded issues

Techno Brain BPO ITES

Team Leader/Quality Analyst Head/Business Development Executive

2010/10～ 2012/12

Business Development Executive as well as Assistant to Director- Sales and marketing as well as introduction of new clients to the company. Involved with daily reporting of new client leads as well as future business plans. Market survey and analysis of various trends in business and possible solutions that can be provided to clients to improve performance and deliverables. Scheduling and appointment setting of client meetings and demo dates.
ASK.COM UK Agent and then promoted to Quality Checker and then to a Quality Analyst- Management of a team of 40 and making sure quality as well as customer satisfaction are maintained.
 Call Centre Representative – Handled an international (Canada) call campaign for a few months where we handled client calls and made sure we solved any issues they were experiencing.
 Project execution in Ghana for 3 months: Techno Brain BPO assigned me a project in conjunction with World Vision International to go into the community to interview and hire unemployed youth and train them to come up to par. After that I also trained the resources on the project and instilled people skills, professional skills and communication skills
 New office launch in Uganda: Techno Brain BPO also sent me to Uganda to facilitate the opening of a new office. The process model was similar to the one I applied in Ghana.
 Team Lead/Supervisor: Handling agents’ queries and resolving their issues in terms of project knowledge and processing. Documentation of project details, client communication and point of contact.
Project System Contact: Responsible for updating the client website and communication of any feedback from the online system. Handling QA system on the online portal and generating reports on the same.