Lhea Samson Email & Phone Number

Philippines

• Makes day-to-day decisions that impact the team to ensure adequate support/service is delivered to its customers• Manages customer relationships by driving activities such as monitoring of incident tickets until resolution, providing updates to customers as appropriate• Manage customer relationships with Customers and attend scheduled customer meetings.• Manages customer notifications, customer escalations, and incident management, including trend analysis and reporting• Ensures effective and efficient delivery of technical support which meet or exceed SLAs through defined quality standards and drives continuous service improvement based upon quality metrics and customer feedback• Provides oversight and/or delivery of administrative functions including hiring, on-boarding, training, performance management, career planning, reporting among others

Philippines

• Oversee day-to-day operation within the team; monitor team performance and report on metrics; discover training needs and provide coaching• Advocate a customer service culture in the team• Ensure team compliance with policies and procedures• Regularly assist and ensure that high levels of internal controls are maintained within the team by performing daily review of data input• Manage workflows, making sure tasks are handled in the appropriate manner and ensuring targets are met or exceeded• Provide back up for other roles in the team to ensure a high level of customer service can be achieved at all times• Work with staff to set objectives and review performance• Contribute to the ongoing improvement of services by analyzing existing processes, identifying opportunities to improve work practices and implement as appropriate• Meet regularly with Operations Manager, and provide monthly reports on section activity• Communicating the company’s purpose, core values, vision to the front employees• Recognize high performance and reward accomplishments; encourage creativity and risk-taking; suggest and organize team building activities

Master Of Business Administration (Mba)

Bachelor Of Arts (B.A.), Economics