Anthony Alphonse Email & Phone Number

• To manage the lecturers/industry educators at various locations in and out of the country and ensure that processes and procedures comply with quality standards.• To act as the Internal Verifier (BTEC Level 3 and 4 Contact Centre Management, Pearson, UK) and ensure that all assignments are distributed collected, graded and grades recorded accordingly • To liaise and coordinate with the External Verifier(EV) on annual Pearson Assured Audit and preparation of documents for BTEC Verification Visits• To evaluate the effectiveness of industry educators during their teaching processes relating to contact centre management, customer service , service management and leadership modules• To play an active role in designing and developing new modules/lessons as well as modifying /updating existing ones.• To deliver in corporate and vocational training on areas such contact centre management, customer service, stress management, managing difficult customers and leadership

• Delivery of presentations in the form of lectures, tutorials and laboratory training to students on Customer Service and Contact Centre Management – Level 4 BTEC , Pearson,UK, • Assist in the program development process such as preparation of TNA, Pre/Post training audits as well as evaluation of the current course materials.• Act as an information source provider by looking at training needs and additional information required in the improvisation of the current course content and for any new course developed for future requirements.• Assist in teamwork activities to provide new input for the development of new programs that can enhance the productivity and quality of the current faculty members

• Act as a line manager for a team of up to twenty (20) executives and to ensure that both operational targets and service levels are achieved• Management of team KPI’S such as AHT, Utilisation, Quizzes and Customer Satisfaction Survey.• Preparation of reports of performance of staff members and analysis ( done on a daily basis )• Work in close liaison with clients from the Nokia English speaking countries i.e. Australia, New Zealand, Singapore and Malaysia.• Managing customer complaints and recommending actions plans for changes in methods of operations to better reflect customer’s expectations• Management and recommendation of the improvement of policies and procedures concerning the project • Floor management of entire operations i.e. to coordinate and manage operation of the Nokia Careline that includes maintaining good service levels and ensuring high quality service standards done while on active duty• Provide inputs to the clients on critical areas of improvements as well as information pertaining to the progress of new products and the feedback from customers on their usage • Conduct monthly presentations of progress of performance of the English speaking countries and the areas of focus include top selling models based on call volume, happy calls survey results, analysis of complaint report and sharing of new ideas and development areas.• Conducting interviews for new hires for the purpose of selection for the Nokia Careline as well as other projects within the organization• Undertake any administration associated with payroll, performance related bonus, staff annual leave/MC applications, expenses claims and amendments to staff rosters • Participating in monthly Quality Calibration meetings for the purpose of improving quality control of the voice speaking agents

• Handle Head Office and Internal Customer Escalations on Nokia Policies and Procedure• Handle Escalations through to Resolution• Provide Escalation Report to TM and relevant Nokia contact point• Act as point of reference and assist staff with enquiries i.e. product expect and adviser on matters pertaining to policies and procedures governing the four English countries• Assume Assistant Manager’s responsibilities whenever the need arises ( roles and responsibilities are shown above ) • Management of Happy Calls i.e. gathering data and results of survey conducted across nokia service partners• Ensure Operational Processes & Procedures are adhered to• Call Monitoring/Buddying • Identify areas for service and procedural improvement and make recommendations to the Team Manager

• Take incoming telephone enquiries , complaints and questions from customers • Gather relevant information relating to the customer’s concern and wherever possible, using the agreed procedures, to attempt to resolve any query or concern in the course of the phone call• Make any ad-hoc outgoing calls to customers as required to resolve an outstanding query• Participate fully in the team, taking part in regular team meetings, buzz sessions,• Provide feedback and ideas to colleagues and to the Assistant Manager• Escalate any queries or unresolved issues which cannot be completed within the agreed procedures• Undertake any administration tasks delegated by the Assistant Manager• Work on agreed productivity and quality standards (log-on time, talk time, customer satisfaction monitors, wrap time)

Kuala Lumpur, Malaysia

Lecturing students at the certificate , diploma and higher diploma levels in the following areas:1. Human Resource Management 2. Economics – Micro / Macro3. Management 4. Organisational Behaviour5. Marketing6. Strategic Management

Master Of Business Administration - Mba

B.A. Hons (U.K.), Business Administration And Management, General