日本と海外をつなぐクラウドソーシング

Tata Consulting Services

Assistant Manager

2013/02～

 Helped the program achieve CSAT target and continuously improve the numbers.
 Ensure timely login of staff as per the roster and share best practices for top performers with the rest of the team.
 Ensure operational targets and quality parameters are achieved as per unit / process specifications.
 Maintain and monitor staff availability and leave schedules are in compliance with business specifications.
 Coach bottom performers and enhance their performance to meet the process benchmark.
 Provide feedback regarding non-compliance and quality analysis findings.
 Ensure timely availability of infrastructure facilities, system access, and overall readiness required to perform the job
 Implement initiatives for fostering increased intra-team engagement and enhanced team dynamics.
 Respond to queries and provide prompt solutions and ensure closure of the issue.
 Maintain daily productivity matrices and ensure to meet the set targets and conduct daily team briefs.
 Ensure compliance & guidelines are followed with zero tolerance.
 Conduct regular performance reviews and provide feedback for development.

Transcom Asia

Team Leader

2008/02～ 2013/02

 Top Team lead for 6 consecutive months and POC for the campaign.
 Consistent top team and highest customer satisfaction and quality assurance scores for more than 6 consecutive months.
 Top Team Lead and has the highest score in the employee satisfaction survey.
 Support, motivate, and develop technical support and sales representatives
 First-line of campaign specific information and a campaign expert.
 Meet campaign objectives/targets and ensure all reasonable attempts have been made to achieve goals and communicate issues.
 Communicate client campaign objective expectations to all individuals on my team and campaign.
 Review Schedule Adherence daily to ensure company targets are met and payroll anomalies avoided.
 Ensure that all scheduled FTEs are present and identify all absences, tardiness, and AWOLs and manage immediately.

Teleperformance

Team Leader

2007/09～ 2008/02

 Pioneered the account to compete with other sites.
 Coaches and counsels CSRs about their performances and offer sound recommendation to improve results.
 Formulates analytical study of both qualitative and quantitative results of project.
 Conducts additional trainings to all agents to further improve performance and accomplishes hourly and daily report.
 Listen to live conversations of agents and evaluates then under their stewardship for possible career advancement.
 Responds to escalated and unresolved calls from less experienced agents.
 Highest Customer Satisfaction and Quality Assurance scores and Top Team Lead.
 Review schedule adherence daily to ensure company targets are met and payroll anomalies avoided.

Convergys Corporation

Quality Specialist

2005/04～ 2007/09

 Monitor Technical Support Representatives and grade their calls base on a set of guidelines.
 Give feedback and coach agents on each and every call that was monitored.
 Take escalated calls and help customers with technical issues on their internet connection.
 Train agents on updates from clients or quality needs basing on the performance of the site.
 Come up with processes to help agents handle their calls more efficiently and ensure customer satisfaction.
 Identify and implement programs that are focused on customer satisfaction designed to sustain quality improvement.
 Facilitate and support quality initiatives using customer satisfaction measures, techniques and metrics.
 Analyse client and account needs, develop and recommend solutions.
 Responsible for the quality and CSAT metrics of the program and help achieve its goals for quality and CSAT targets.
 Spear-headed trainings for customer service excellence and client upgrade trainings on new processes and system update.
 Helped the program identify and dispute some markdowns from the client by doing deep dive analysis.

RMH Teleservices

Customer Service Representative

2004/01～

Assist customers with any issues about their phone subscription like billing, adding and removing features and services and troubleshooting. Upsell phone features like caller ID and other services. Updating customer records when necessary.

Sykes Asia

Customer Service Representative

2003/06～ 2004/02

Assist customers with any issues about their phone subscription like billing, adding and removing features and services and troubleshooting. Upsell phone features like caller ID and other services. Updating customer records when necessary.