日本と海外をつなぐクラウドソーシング

HGS

Team Leader

2013/04～ 2016/01

* Manages a team that provides customer support through email, social media and phone
* Manages emails through web-based system called HelpSpot to ensure that the team meets service level service agreements, especially, turn-around time
* In charge of responding to all client communication
* Meets with clients weekly to discuss team performance and discuss future plans and/or updates
* Assists agents with challenging queries/issues, sometimes taking over the ticket through supervisory call
* Ensures all agents continue to hit team goals/client-set metrics
* Manages team’s schedule
* Manages team’s funds

HGS

Team Leader

2013/04～ 2015/08

* Manages a team that provide customer service and technical support through email and social media (Facebook, Twitter, Youtube and community page)
* Ensures all queries or concerns are answered by managing them through a web-based system called Lithium Social Web (LSW)
* Ensures all agents continue to hit team goals/client-set metrics
* Constantly communicates with the clients to ensure more sensitive or difficult issues are handled appropriately
* Forwards or escalates concerns to proper department for further resolution
* Meets with the clients weekly to review performance and discuss future plans and/or updates
* Manages team’s schedule

HGS

Team Leader

2008/12～ 2013/04

* Manages team that provides customer service and technical support through phone
* Ensures all agents meet client-set targets/metrics through performance management. Process includes, but not limited to, coaching and counselling, training and mentoring
* Attends weekly meeting with clients to discuss low survey and poor customer satisfaction and how to improve them

HGS

Product Specifics Trainer (Temporary Assignment)

2007/07～ 2007/10

* Conducts product specifics training to new-hires
* Acts as temporary Team Leader for the batch for at least a month by ensuring that they meet client-set targets for newbies

Hinduja Global Solutions

Quality Analyst

2007/01～ 2008/12

* Evaluates and ensures calls are properly handled with the use of the evaluation tool provided by the client
* Provides in-depth analysis of the quality call and keeps a record of it
* Communicates analysis with agent and ensures that all feedback are delivered
* Reports agent behavior and progress to agents’ Team Leader

Customer Contact Center

Customer Service Representative

2004/10～ 2007/09

* Answers customer queries through phone; mostly technical in nature
* Ensures all information gathered and all steps done during the call are entered accurately on customer service management tool provided by the client