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

Master Of Business Administration (Mba)

Bachelor Of Arts (B.A.), Economics