Theodora Egede Email & Phone Number

Perth, Western Australia, Australia

•Work as part of the helpdesk team providing first-level support to clients (private users and audiologists) processing requests, problems and complaints received over via phone, email, chat, and social media.• Answer questions about product suitability, HSP & DVA claims, warranties, terms of sale, promotions and troubleshoot technical issues with all Nuheara products.• Document, categorize, track and process incidents in line with Nuheara’s procedures and processes.• Lead escalations through to Level 2 technical specialist where a resolution could not be achieved on my end and follow up open and outstanding customer enquiries until resolution per the impact and urgency.• Develop and update FAQs and product troubleshooting steps for Nuheara’s support page.• Conduct product demonstrations online and in person to Nuheara clients (private users and audiologists).• Contribute to team effort by meeting personal and team KPI’s.• Assist with placement of orders, refunds, or exchanges.• Prepare product or service reports by collecting and analysing customer information.

Perth, Western Australia, Australia

• Identify new leads/appointments for the day (in scheduled status), send appointment reminder SMS toall clients before assigning the leads to sales team.• Ensure that all jobs are attended by the tradesman/installer/contractor with the correct skill set tocomplete the job.• Provide on the go admin support to field sales and install teams as required (which includes speaking to clients to resolve concerns or complaints, speaking to suppliers or adding more resources to get jobscompleted).• Ensuring that quality leads are assigned to most experienced salesman closest to the site by using theinhouse van GSP tracking webpage.• Keeping up with various types of jobs and the amount of time required to get them completed, this is to ensure that all onsite staff are kept on schedule and are given adequate support when there are unforeseen delays.• Fit in emergency appointments and resolve scheduling conflicts that may arise.• Ensuring that jobs are at all times placed on the correct status to ensure that revenue is not lost and most importantly clients are not left waiting.• Liaising with contractors and suppliers to ensure that parts are delivered on time for installation.• Ensuring that all unused parts are returned to suppliers and cost credited back to the business.• Submitting notice of intention (NOI) and certificate of compliance (COC) for all major and minorplumbing works completed and leak allowances to water Corp.• Resource allocation, which includes daytime and afterhours staff rostering.• Perform administrative duties which includes creating and maintaining various registers, check lists andweekly reports to track compliance notices logged to the DMIRS, leak allowance logged to water Corp,reviews and feedbacks, sales, number of leads, lead quality and jobs won/lost.• Ensuring that all onsite staff have an up-to-date license and send them reminders when they are up forrenewal.

Perth, Western Australia, Australia

•Handling bookings and enquiries via phone, email and chat and keeping clear and thorough record ofcustomer records and interactions in the booking systems.• Receiving, recording and actioning all customer feedback and complaints.• Processing FPOS payments/refunds and itemized invoices for customers.• Mail out gift cards to clients who meet the requirements dictated by ongoing promotions.• Preparing cause of damage reports for clients pursing insurance claims.• Create and update SOPs and train both new and existing office and field staff.• Complete daily and weekly reports.• Take the afterhours phone home (when rostered for it)• Chase overdue payments and close off jobs once collected.• Update all payment registers – payment plan, chase ups, debt collection and weekly chase up report.• Prepare and mail out demand letters to clients with overdue accounts.

Kuala Lumpur, Malaysia

•Configure and manage systems like Seibel, Oracle, CMS, Salesforce and ClickSoftware dispatch tool for business stakeholders. •Increase the capacity and efficiency of all systems by automating tasks that do not need manual intervention and simplifying existing processes across the business regionally.•Establish an efficient support mechanism to address daily system relation escalations from all stakeholders and ensure proper resolution as per defined SLA.•Liaise with all system developers whether regional or global to ensure that all system enhancements are validated and tested to match in-house quality procedures, standards and specifications.•Leading and managing initiatives and projects in the areas of datamigration, master data management, data clean up, data governance and quality. Responsible for providing data definitions, establishing quality expectations and ensuring compliance to those expectations.•Assist in deploying complementary tools and solutions to strengthen system performance and operation efficiency. •Identify the required list of systems for upgrade/change communication and facilitate training/demonstrations for all impacted users and stakeholders when required.•Collaborate with all function stakeholders to proactively identify all system issues, process gaps and end-user pain points to implement and drive solutions. Define and structure all SOPs then drive implementation and monitor to ensure adherence. •Drive continuous improvement on all related processes, work instructions and procedures to ensure ongoing standardization and simplification.• Act as primary contact for any business projects or initiatives impacting the system and all its upstream or downstream applications to ensure everything is aligned to business visions and strategies.

Kuala Lumpur, Malaysia

•Monitor and review all service products, support staff cases, calls, chats and emails for accuracy of service performance and handling standards.•Ensure that support staffs are delivering a high level of performance with no system issue or lack of system and service knowledge.•Record evaluations for utilizing departmental system and service quality monitoring.•Provide training and occasional coaching, feedback to staffs on service performance based on recorded live data.•Provide supervisors, duty managers with systems and service performance of support staffs.•Assist with customers and user satisfaction program (CSAT) by working with the administrators on the delivery of the surveys and evaluating feedbacks received from the survey systems.•Prepare and analyze quality reports for the management board review, participate in the design of performance monitoring applications.•Analyze customer and client listening programs to identify the required needs for the right expectations. Provide actionable data to various internal support groups as needed.•Coordinate and facilitate call calibration sessions for staffs, training and provide coaching sessions when required. Design and provide reports to demonstrate findings that can facilitate improvement in business operations.

•Provide end-to-end mid-range to high level support for all technical issues presented by private end users and cooperate clients about Lenovo ThinkStation, ThinkCenter, All in one PCs, ThinkPad and IdeaPad notebooks, gaming machines, tablets, dock stations and other computer accessories.•Diagnose and debug PC hardware, BIOS, OS, device drivers, firmware, network connections and application software.•Identify faulty hardware parts for replacement and provide new part replacement support. Help clients with software installation/updates, PC performance tune up and browser optimization.•Manage complaints and feedbacks from end users, retailers and other channel partners. Capture all relevant customer information and feed it into the CRM. Proficiently cross/upsell products and services based on customer’s need. •Maintain updated knowledge of company products and services to better provide customer support and service solutions.

Kuala Lumpur, Malaysia

•Provide technical support to SingTel’s (Singapore Telecommunications Limited) clients with the following products; ADSL and Fibre Optic broadband service, IPTV and satellite TV, VoIP Phone, Email service support, Network and PC security software (VPN and Antivirus), Cloud servers and CCTV surveillance systems.•Perform line checks, detecting faults and reconfiguration of internet and VoIP settings.•Analyze, detect and fix faults on Set top box, modems and analog/DECT phones. •Record and monitor client’s network and perform maintenance checks on the server systems.•Monitor networks traffics and online profiles to ensure the smooth running and delivery of the highest quality network service.•Help check settings and reconfigure of client cloud storage servers.•Perform checks on Clients DNS, firewalls, VPN and proxies.•Help clients with wireless configurations and recommend proper wireless channel or wireless AP for strong signals distributions.•Help with email setup via email clients and check email configuration settings through the email server system.•Ensure updates of security system software and run background checks.•Help setup and test security surveillance system and check configuration of settings on networks.•Identify performance improvement areas and share best practices with all technical support staffs. Assist with crisis management by designing and conducting training sessions to manage complex issues. •Reorganize existing problem diagnostic processes to ensure efficient and effective service delivery to users and customers. •Collect, organize and analyze system activity data from sub stations to identify affected end-users during an outage.

Kuala Lumpur, Malaysia

• Conduct in-depth market research and identifying business opportunities from targeted fortune 1000 Asia-pacific companies in various industry sectors, gathering market and customer information.• Selling business conferences and training events over the phone to senior level decision makers from the above mentioned companies.• Maintaining and developing relationships with existing and potential customers via telephone and emails.• Working proactively as a team-player in order to deliver and accomplish the goals of the assigned projects.