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

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

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

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

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

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.