日本と海外をつなぐクラウドソーシング

Axiom International

Data Analyst

2018/10～

Zoho Expert / Zoho Desk/ Zoho Analytics/Zoho Creator Automation Developer/API’s

• Setup and Manage CRM
• Manage Lead Generation, Outbound Emails, Outbound Calls of Sales Representatives, Dashboards, Potential Pipeline Reports, Predictive Analysis, Activities Reports, and Others
• Generate Daily, Weekly, Monthly, Quarterly and Yearly Report Such as Sales Representative Performance.
• Report Automation/Workflow Automation
• Email Trigger Automation Notification
• Invoice Set up
• CRM Modifications and Process Modelling.

National Cash Registers (NCR)

Software Development Team Manager

2016/10～ 2018/10

• Proactively initiated quality assurance policies and procedures to significantly reduce errors.
• Apply strong leadership talents toward interviewing job applicants, training new hires, and establishing and maintaining a cohesive work climate among a team of five programmers.
• Delegate and prioritize workflow for programmers, troubleshoot and resolve technical issues, and diligently maintain the company's response tracking database.
• Constantly review and provide data analysis per our client’s request.
• Strategize and supervise a 12-month clean-up effort to resolve several application issues which also included regulatory and policy enhancements. This effort led to improve operational efficiencies, problem resolution, and improved application performance.
• Evaluate employee performance on projects and formally award individuals for outstanding performances.

SYKES Asia Incorporated, Cebu, Philippines

Technical Support Representative:

2011/01～ 2016/03

• Provide technical troubleshooting steps, and expertise in customer handling for Smart Phones.
• Work closely with supervisors to deliver service level goals.
• Provide a high level technical response to the customers of our clients
• Ensure that cases and callbacks are logged in accordance with the Data Quality guidelines
• Contribute to special team projects that involve skills enhancement
• Upsell new gadgets/models to existing customers.

• Provide technical support expertise in Internet connection and setups.
• Provide high-level technical responses to the customers of our clients.
• Ensure that cases and callbacks are logged in accordance with the Data Quality guidelines
• Contribute to special team projects that involve skills enhancement
• Upsell higher speed and additional services to new and old customers.

• Manage escalation calls from Technical Support Representatives.
• Conduct technical coaching and feedback with the agent.
• Conduct short training classes, refreshers, and assessments to ensure that current process handling is in line with updated resolutions.
• Monitor the accuracy of troubleshooting procedures.
• Set up Softphones, Avaya, Office Applications, Skype, Dropbox, Google Drive and any other software use in a call center industry.