Danial Kumar Email & Phone Number

Cyberjaya, Selangor, Malaysia

Responsible in handling FastRetailing account, consist of Japan, Mandarin, English language support and also Service request management.To Supervise and monitor the daily SLA and ensure the target is met on the month end.Performing Ticket quality management.Responsible in arranging/reviewing team schedule.Provide training to new joiner for English support team.Weekly meeting with client, to discuss on the team performance and improvement plan.Ticket follow up management, to ensure all the tickets are assigned to agents and follow up are done with the user to ensure issue is fixed without delay.Perform DSAT analysis on weekly basis. Analyze and provide feedback on customer’s dissatisfaction tickets.DELEX meeting- monthly meeting to discuss on agent’s call and ticket quality performance also on how to improve the performance.Assisting Asia Pacific, Australia, US region Fast Retailing clients on IT relates technical issues.One of the PIC for Asia, Australia, and US for Inflight & product changes for client and DXC.AWS monitoring and setup.CSI meeting with client.Achievement:Received employee award thrice.Received client recognition award for best performance.Travelled to Budapest for Knowledge training to GSD-HU teamTraveled to Japan DXC/FR tor improvement and Automation discussion/implementation.Achieving SLA, CSAT and FLR without failingDirect/Key person to engage with the client for any communication.

To supervise the team and ensure the daily and monthly target is met.To handle inbound and outbound calls and to solve customers’ problem.Perform call quality monitoring, this is to ensure we deliver the best quality to the customers.

Diploma Of Education, Business Administration And Management, General

Certificate Of Undergraduate Studies, Business Administration And Management, General