SummaryIdentify customer needs and help customers use specific features. Analyze and report product malfunctions (by testing different scenarios or impersonating users). Update our internal databases with information about technical issues and useful discussions with customers. Monitor customer complaints and reach out to provide assistanceExperienceArmstrong Fluid Technology as Team Leader - March 16, 2006 thru March 04, 2019LN a new ERP actively participated in CRP’s for launching the fully automated ERP. Got an appreciation “Performance recognition award” in Nov 7, 2017Traveled to Dubai (2018 AUG (1Month) and NOV (2 Months) to Armstrong unit to train ERP to the REPSAim to achieve “best in class” customer support and satisfaction. Responsible for the following functions: ACE support, order entry and application supportEnter purchase order data into ERP (BaaN & LN) database in order to generate Order Acknowledgement, ensuring all orders are entered by end of business hours each dayLead a team of Customer Service AgentsResponsible for meeting with the team members regularly and conducting 1:1s for performance and career development purposes.Carry out supervisory responsibilities in accordance with organization’s policies and procedures. Duties include but are not limited to: interviewing, training, motivating and coaching employees; fostering effective employee career growth and succession planning; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.Promote a positive team environment. Demonstrates effective communication and cooperation amongst management and peers to manage team workload and morale.Conducts performance improvement efforts by coaching, using metrics to identify needs, and implementing short and long term action plans to guide progress.