Krizia Karen Pomar Email & Phone Number

Philippines

• Creation of process documentation or workflows for service operations (Visio/Lucid/Chart/Smart Draw)
• Work with customer journey mapping, identifying customer pain points, meeting with cross-functional stakeholders to address identified opportunities
• Current state mapping of existing processes and addressing the gaps identified by proposing new process improvements
• Collect and document business requirements for project and process improvement
• Facilitate process workflow modeling in order to collaborate on process improvements, automation capabilities, and clearly defined end-to-end use cases
• Work with cross-functional departments for the creation of new processes, document existing processes, and identify opportunities for improvements

Philippines

• Facilitate classes for employee competency development
• Review course curricula and provide feedback for continuous improvement
• Ensure Training Quality Guidelines/Processes are followed
• Provide the necessary documentation for all classes facilitated
• Work with the L&D to catalyze improvement with regard to employee personal and professional competency development, and its execution & application
• Verify training effectiveness through observations; conduct audits to validate the effectiveness of training and track post-training results

Philippines

 Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert). Assists in driving metrics of the team Monitor closure of service levels regularly. Ensure prompt escalations to Team Captain. Supervise the team in the absence of the Team Captain. Monitor performance and quality scores of the team.

Philippines

 Provide network assessment and configuration for VoIP system. Identify SIP ALG, Double NAT, DPI, Jitter, and Packet Loss that causes voice traffic issues or audio loss issues.  Configure the customer's network device for Access Control List, VLAN, and Firewall Control.

Philippines

 Provide an advanced technical assistance  Platform and Product troubleshooting  App and integration Provisioning and phone setup  Receive and handle escalations  Provide updates to customers for resolution Coordinate with other higher department

Philippines

 Providing Technical Assistance and Product Knowledge Providing Customer Satisfaction Resolving Technical Issues in a timely manner Providing Quality of Service

Philippines

 Providing Technical Assistance and Product Knowledge Providing Customer Satisfaction Resolving Technical Issues in a timely manner Providing Quality of Service