Jabez John
Responsable service gestion des incidents
37 years old
Driving License
Tralee (Co. Kerry) Ireland
Student
Available
Passionné par la position opérationnelle basée sur le client dans une organisation progressive et dynamique dans le secteur des affaires et des opérations managériales.
Escalation Specialist (Microsoft)
Datacom Southeast Asia
January 2010
to December 2012
- Responsable du programme de fidélisation Microsoft. Support des utilisateurs de licenses Microsoft, MSDN, Dreamspark, abonnés TechNet...
Detailed Description
- Act as the-point-of contact as Microsoft representative and adhere to established work group or team
- Taking email inquiries, complaints and questions from customers related to billing, technical & change of products issues using appropriate listening skills, questioning skills and empathy skills
- Keeping accurate call logs regarding the solution applied to the customer’s problem
- Create a positive customer experience through providing an efficient and quality solution to customer enquiries/ problem
- Customer phone escalations and improvement in Call Handling efficiency
- Escalate any queries or unresolved issues, which cannot be completed within the agreed procedures
- Work on agreed productivity and quality standards (log-on time, talk time, customer satisfaction monitors and etc)
- Responsible for developing, coaching and profiling agents to excel in technical troubleshooting skill’s
- Set own goals to achieve to assist in overall achievement of Key Performance Indicators KPIs
- Supervise volume licensing agents – 35 agents
- Prepare reports on the escalations and complaints received by weekly and monthly.
- Receives and reviews all RM escalations
- Identifies all other information required from the complaints/issues and send back to submitters for completion, prior to escalations to RMTs, as appropriate
- Assign issues to Response Management Team (SME)
- Act as back-up for Team managers in times for long absence from work as a result of sickness, annual vacation leaves, offsite trainings and meetings.
