Dynamic Office Manager with 2 years of experience in supporting day-to-day operational functions to provide smooth-running business. Dependable in assisting various office staff and customers with eagerness and attentiveness. Professional and well-grounded with superior clerical skills and customer service expertise. Successful at satisfying customer needs while meeting and exceeding business objectives. Smoothly handles all types of administrative tasks, including coordinating mail, records and travel arrangements. Motivated to apply experience and abilities to enhance operations. Eager to learn new skills, highly organized, punctual with team-oriented mentality,
As a Tier 2 Technical Support staff, we provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus, troubleshooting email issues and coordinating with hotel engineers/ staff for updates. Support are provided by clearly communicating technical solutions in a user-friendly, professional manner. Main tasks include the following:
● Gather customer's information and determine the issue by evaluating and analyzing the symptoms;
● Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, and more;
● Research required information using available resources;
● Follow standard processes and procedures;
● Identify and escalate priority issues per Client specifications;
● Follow up and make scheduled call backs to customers where necessary;
● Coordinate with hotel Engineers, Network Administrators and Front Desk for information sharing whenever outages come up or resolution of issues are needed
Quality Assurance Analysts are responsible for setting the quality standards for incoming and outgoing calls. Standards set include, but are not limited to, how the call is answered, how well the agent engaged the customer, how well the agent used available resources, whether or not the customer's issue was resolved and how the agent closed the call. Another points covered includes how to stick to the telephone script, branding the call, taking ownership of the call, avoiding dead airtime and closing the call.
As a QA Analyst, we use a checklist to determine if the agent handles the call according to QA standards and guidelines. Based on the results of the checklist, the agent is assigned an overall score for the call and is then notified of his score. We also provide consistent monitoring and coaching to ensure the quality of every single customer interaction. Staff support is provided through interventions such as refresher and action plans to improve performance, always with the aim of improving the customer experience. To maintain good standing, we discuss agents' performance in a weekly/ monthly basis and create a project plan for rolling-out quality program.
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