Vicky Domingo Email & Phone Number

Bristol, Gb

Bristol, England, United Kingdom

Bristol, England, United Kingdom

Handling inbound calls to fix account or technical queries, proactively reaching out to our customers to check in with them, or discussing the benefits of Dojo to retain our customers.

Manila

Pasay

· Manage the operations floor on a day-to-day basis covering approximately 20-30 team members including junior leadership role.· Coordinate with the site manager for space planning and IT support.· Manage relationships with agencies and onsite HR to find qualified Associates under strict deadlines.· Partner with the Ops Manager and Data Specialists to receive workflow priorities and appropriate training materials.· Coordinate with the Learning and Development team to continuously improve training materials and training structures.· Manage both on-site and remote team members as necessary to meet headcount demands.· Communicate effectively in English· Adapt quickly to changing specifications and workflows.· Build weekly work schedules, balancing tasks as per the current demand.· Build daily and weekly status reports from metrics databases for communication to stakeholders.· Track metrics around quality and productivity· Performance management

Pasay City

As a database builder Team lead it is my duty to ensure productivity , performance both individual and team based, identify areas of opportunities to help maximize business potentials and process flow and help maintain a good working environment for everyone. I manage a team of 15 individuals.Our task is to find delegates that maybe our potential client and ensure we get their updated details . Management Events operates in various European and Asian countries. We aim to help businesses find the best solutions for their needs and their growth.

5Ecom Building Harbour Drive Moa Complex Pasay City

Coach team members to improve performance and meet set performance metrics which deliver an exceptional customer experience which ensures customer advocacy Manage performance variation. Provide consistent and sustainable performance reviews to achieve minimum performance standards, deploy best practice and ensure delivery against productivity and customer performance targets; Communicate with and engage team members to ensure they understand their personal contribution to the business and so they are aware of all relevant updates and information to assist them in their roles; Build capability by identifying, nurturing and sourcing talent (active participation in succession planning activities); When necessary, take escalated customer issues to ensure customer satisfaction and avoid customer dissatisfaction and complaints; Demonstrate subject matter expertise in the function performed by the team and the tools, systems and processes used to deliver that function; Ensure that team members are adhering to schedule to enable customer demand to be met; Ensure adherence to all standard company policies including audits/credits, HS&E, EEO, security and leave planning; Ensure a safe and fair work environment in accordance with Telstra Policies and processes; Contribute to the units Business Plan and deliver on associated business initiatives as required; Manage change in processes, service accountability and new initiatives through the team.

Has a basic understanding of how Small Business customers operate. Has a view of calls in the queue. Always practices the customer language (English) in the Advocacy Operations Floor. Take demand/call from customers. Listen to customer's demand /call and understand from customer's point of view the issue and determine what matters to customer. Respond to initial demand accordingly and manage emotional state appropriately by empathizing. Ask relevant probing and follow-up questions to better understand issue. Conduct initial verification for security purposes appropriately. Navigate through multiple systems to source relevant information and provide informative options to customers. Continue to ask relevant probing questions to provide customers with informed choices. Analyse and review customers account in our Telstra systems to help conceive solutions and anticipate future needs of customer based on patterns of usage, the services they have, and recommend suitable plans/products. Exhaust all resources to provide customer with best options (e.g. Knowhow, Intranet & SME Support). Evaluate the complexity of queries/complaints guided by the Complaint Management Process, and escalate calls to appropriate channels where own limits of authority or technical expertise are exceeded Ensure appropriate handover to person receiving the escalation. Upon evaluating the complexity, if we need to hand off to other Telstra areas, ensure it is ALWAYS warm voice transfer and that we hand off 100% clean. Apply appropriate procedures (e.g. Provision/Modification of connections and temporary internet connection, issuing of credits) to initiate response to customer requests/disputes, within limits of authority. Assist in processing plan/account modification and disconnection and suspension requests. Prepare and document accurate and relevant information of correspondence made during the call (e.g. note taking in relevant

Associate'S Degree, Bachelor Of Science In Information Technology

Activities and Societies: Dean's Lister for 1 year Academically recognized

High School

Activities and Societies: Member of Student council for 1 year as Auditor One of the top performers in the class Active member of school.