Project Manager, VA, Customer Support, Photoshop Enthusiast
Quezon City, PH
specializes in creating cost-effective solutions thru MS Excel, a pro in data entry, research, administrative work, customer service and technical support
Area Covered: Worldwide
Workmore...specializes in creating cost-effective solutions thru MS Excel, a pro in data entry, research, administrative work, customer service and technical support
Area Covered: Worldwide
Summary: call center operations management,
Job Title: Project Manager
Description: - Responsible for the management of an IT Service Delivery team of 40 people
- Ensures the definition of service level agreements (SLAS) related to contracted services.
- Manages the IT Service Delivery team, taking responsibility for service desk, desktop support and application support.
- Builds services relationships with clients.
- Oversees system processes and methodologies specified
- Provides reports to an agreed schedule (or on request), including management and account performance reports.
- Attends client service review meetings; areas covered will include performance reports, service improvements, quality and processes.
Job Title: Senior Team Lead
Company: Siemens Business Services
Description: - Performs daily team lead functions like call monitoring, coaching, mentoring and feedback; is responsible for delivery of the defined customer experience in every call.
- Manages and prioritizes the support queue and assigns calls to appropriate technician.
- Provides direct support to clients where appropriate.
- Provides level 2 & 3 troubleshooting and support in a time efficient manner.
- Plans strategies geared to providing fast and effective resolutions to clients' problems and issues.
- Follows-up on closed calls to ensure customer satisfaction.
- Proactively and cooperatively participates in the interdepartmental management team.
- Maintains up-to-date certifications on all solutions provided
- Ensures that support technicians maintain current certifications on all solutions provided
- Provides regular supervision to support technicians and assist technicians in preparing and monitoring departmental and personal goals.
- Ensures optimum performance of group function. Recommends and implements techniques to improve productivity, increase efficiencies, cut costs, take advantage of opportunities, and maintains state-of-the-art practices.
Job Title: Level 2 Technical Support Representative
Company: Etelecare Global Solutions
Description: - Oversees a team of Level 1 technicians who take in technical support calls from Dell desktop and notebook end-users; ensures that technical resolutions are provided to clients; monitors quality of calls by doing regular live call barges; does coaching/mentoring for the team's continuous improvement; conducts training and provides regular training modules both for operating systems and hardware; does regular knowledge checks to ensure that technical representatives are fully-equipped when taking calls
- Creates and formulates action plans to improve team's performance, increase team stats and meet target metrics
- Reviews hardware dispatches; escalates and coordinates with Level 3 technicians for escalated issues; handles escalation calls -whether technical-related or for customer satisfaction
- Reports directly to Team Leader; keeps a record of the team's stats for quarterly appraisal, and for mentoring and coaching purposes
Summary: Project Management,
Degree: BS Computer Science
Field of Study: Computer Studies
University / College: AMA Computer University