日本と海外をつなぐクラウドソーシング

SITEL GROUP

TEAM LEAD

2019/09～ 2020/01

Directly manages a team of 12 agents whose performances are being monitored through weekly call monitoring.
Drives the team to meet account specific KPIs by providing action plans through weekly coaching for performance improvement.
Manages retention of agents and minimizes team attrition
Closely collaborating with Operations Team and Support Group to ensure agents are providing Customer Service that meets Client expectations.

SITEL GROUP

LEARNING SPECIALIST/TRAINER

2017/01～ 2019/08

Delivers end-to-end training for new hires. Promotes a safe and fun environment that boosts morale of trainees for optimal transfer of knowledge.
Develop training materials that targets specific training needs using Adult Learning and Active Learning Facilitation principles and methodologies.
Identify and addresses learning gaps and provide tailor fit solutions using different methodologies such as ILT-led sessions, online courses, assessments and certifications to equip both new hires and tenured agents.
Participates in the administration of Training Needs Analysis which includes creating a training plan and designing training materials.
Ensures training materials are updated based on client.
Prepare training completion reports to measure training effectiveness and data analysis for business reviews.

SITEL GROUP

CUSTOMER SERVICE REPRESENTATIVE

2015/01～ 2016/12

Handling inquiries over the phone and in emails about membership accounts such as but not limited to updating details and password reset.
Process initial retro missing points claims and initiating the escalation process when needed. This includes follow-ups and providing a logical resolution in a timely manner.
Researches and investigates customer complaints with efficiency and good judgement to deliver sound and rational responses.
Provides excellent customer service by maximizing all available tools, reference materials and resources to execute First Call Resolution whenever necessary.
Documents all customer inquiries, issues, transactions and resolutions provided, if applicable, to create a positive customer experience on a long-term basis.