Sheeva Reveche-Greiner Email & Phone Number

Koblenz Area, Germany

• Supporting 15 markets (25 countries) in customer service-related concern. This includes aspects affecting their daily business such as system issues, technical (bike-related) questions and support for escalation cases.• Providing training and onboarding support for new markets and organizing third party OEM technical trainings• Developing and optimizing processes to ease the exchange of information between the company HQ and the markets• Managing the daily communication of updates, launches, release and incident reports from the company HQ to the international markets. • Data Analysis of market performance (contact service level)• Interdepartmental communication to resolve specific issues raised by the markets• Organizing meetings and reviews with the company HQ and international participants.• Maintenance of information stored in the network, including the user access maintenance• Communicating with the third-party OEM and monitoring their performance. Information gathered is relevant for the R&D and Product development.

Koblenz Area, Germany

• Resolving customers' concerns over different channels - e-Mail, chat and phone. Focused onInternational customers (English speakers)• Providing assistance to the back office in communicating with English speaking customers - including escalated cases, NATO/Military customers and customs related concerns• Providing assistance to fellow agents with regards to handling English speaking customers including escalated cases• Translating articles and clippings for the knowledge database articles

Koblenz Area, Germany

Administrative Tasks• Maintaining records and documents (digital and hard copies) for management reports and inventories of supplies needed• Preparing monthly reports regarding machine status, receipt of packages and institute orders• Coordinating with the University Administration regarding billing reports and monthly updates • Calculating charges for jobs performed and maintaining billing logs • Receiving orders from customers (Student and Institute Orders) and accomplishing assigned tasks following specified work standards• Answering telephone inquiries and emails regarding price and services offered and immediate requests from the central office (Hannover)Technical• Running high volume copy machines (including binding and finishing work)• Machine maintenance - Ensuring convenience copiers are working properly, checking for quality via daily inspections and performing first level troubleshooting• Reporting system and machine problems to the technical department and following up on assigned troubleshooting ticket to ensure that the machines will be functional the soonest possible date

Ncr - National Capital Region, Philippines

• Evaluating customer service agent’s performance based on the quality metrics provided by the client (Pinnacle - NICE Perform)• Identifying gaps on both technical (proper troubleshooting steps provided on Digital Migration, Internet and Phone concerns) and customer service skills of different LOBs• Providing recommendations, coaching points and solutions to identified gaps• Analysis of data produced in the evaluation of the assigned group/LOB• Participating in Internal and External Calibration sessions and weekly meetings with Department Heads and Client.

Ncr - National Capital Region, Philippines

Primary Responsibilities: Quality Assurance• Handling a team of Quality Analysts for US Financial, Australian Telecom and US Sales Accounts, monitoring the performance to guarantee the delivery of the appointed targets• Designing/Modifying Quality Score Sheets in line with the clients’ guidelines and analyzing QA and Compliance scores and reporting findings and recommendations to the Operations for immediate action• Coordinating with the clients to ensure that the quality metrics are met by the whole account• Providing support to the QA team with regards to decision making, agent counseling and coaching• Training new agents on the Quality Guidelines and tools essential for the client in keeping track of agent’s compliance• Evaluating the overall quality performance of the account and making necessary corrections on either the current processes or the behaviors of the front liners• Facilitating internal and external calibration sessions.Secondary Responsibilities: Performance Excellence• Creating processes for Operations, Quality and Training in line with the goals that are set for the specific timeline• Analyzing the processes of other departments/accounts and providing proposals on the changes necessary for the efficiency of the department/account. • Overseeing the implementation of new process and coordinating with all the leaders of the department/account to ease the transition from the old process to the new.

Bahrain

Primary Responsibilities: Training• Providing training and assessment in Business Administration, Office Administration, Management, Human Resources and English Language following the EAL UK standard unit of competencies• Designing modules, performance assessment and NVQ certification assessment• Registered A1 Assessor for Business Administration Level 2 (Reg no. T186999DOQ) • Coordinating with the Department Managers in scheduling and organizing On-the-job training/industrial exposure of trainees, NVQ assessment planning and overall performance reporting of each trainee• Preparing the training schedule of the Instructors aligned with the number of trainees and the courses offered for the batch• Developing training processes in line with the individual training needs of the NVQ candidates• Guiding Assessor Candidates (new Business Administration Instructors) in their assessment units and portfolio preparation for their NVQ Certification• Coordinating with the IT Department for the office equipment needed for the certificationSecondary Responsibilities: Administrative Tasks• Orienting new Business Administration Instructors on their duties and responsibilities• Coordinating with the Awali Club Managers for the refreshments and transportation of the trainees, maintenance of the Awali Training Hall and conducting Safety and Security Orientation to new batches also maintaining an inventory of supplies for the Awali Training Hall• Coordinating with the Training Department’s Office Administrators for the resources needed for the facilitation of the trainees’ graduation.

Ncr - National Capital Region, Philippines

Quality Assurance Responsibilities• Handling 2 Quality Assurance Supervisors and 18 Quality Assurance Specialists from two technical accounts (Networking Devices and Computer Parts)• Facilitating internal and external calibration sessions• Managing the QA performance of each account by analyzing gaps and providing actionable items• Developing and implementing new processes to tailor fit the requirements of the client• Implementing sharing of best practices of each account and standardization of QA processes and coaching techniques• Incorporating statistical analysis in each report submitted internally and to the client.Training and Development Responsibilities• Handling 6 Training Supervisors and 10 Technical Trainers• Pioneered a Technical Research and Development team responsible for researching current technology on related fields of each account for updates and proposal for product and support tools development• Coordinating with the client for regular TTT and updates session• Monitoring current training processes and aligning them with the results of the TNA conducted by the Training Supervisors• Design training modules for the outliers training based on the results of the QA Analysis.

Ncr - National Capital Region, Philippines

• Handling 4 Operations Supervisors and 60 technical Support Representatives of one technical account (D-Link Networks US), monitoring and assessing the performance• Managing the PM shift with regards to staff attendance, client reporting, shift statistics and issue resolutions.

Ncr - National Capital Region, Philippines

• Handling 2 Technical Trainers and 2 Quality Assurance Specialists of one technical account, monitoring and assessing their performance• Providing extensive training in network troubleshooting and soft skills (communication skills, English language, Accent neutralization and Quality Assurance Guidelines)• Auditing agent's calls (live and recorded) and identifying AFIs for coaching• Delivering reports to the client on a weekly basis for calibration and compiling scores for further analysis• Developed QA processes later used for the ramp up.

Ncr - National Capital Region, Philippines

• Handling a team of 10 Chat Support/Remote Assistance agents, monitoring agent's performance and coaching them on their AFIs• Presenting daily, weekly and monthly reports on agent's performance based on Operations’ metrics• Motivating agents on good performance especially sales and other profit oriented policies• Answering escalated chat session and providing feedback to the agent to correct errors and future reference and guiding technical support agents on troubleshooting steps and policies.

Ncr - National Capital Region, Philippines

• Providing phone support for technical issues with OEM (US consumers), for networking issues and PC troubleshooting issues.