Yaganes Peter Email & Phone Number

Kuala Lumpur, My

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Kuala Lumpur, Malaysia

Kuala Lumpur, Malaysia

1. Customer Value RealizationPrimary responsibility is understanding the customer’s business, their KPIs and the business roadmap and becoming a trusted advisor to assist them in maximizing their email marketing potential including challenging customers to think in new and creative ways that enable them to maximize value.Proactively Identify risks to the customer achieving their stated business goals and work with them to come up with solutions.2.Customer Champion and AdvocateBe the voice of the customer: Ensure customers’ needs and challenges are communicated and understood by Executives and functional teams.Drive resolution of problems or critical issues for assigned customers by aligning appropriate resources and bringing it to the attention of the Customer Success Leadership.Anticipate future customer needs and proactively come up with a strategy to ensure their needs are met. 3.Health MonitoringMonitor Customer Health regularly in CS platformMeet with customers on a regular basis to proactively understand issues that might be coming up Create a Customer Success Plan that tracks milestones and measure progress against the same4.Adoption and Customer RetentionShare customer feedback with CS leadership and Product for future product developmentGather case studies and identify customer references.5.Talent Management: Training and Development of the team. Mentoring on the job for live customer scenarios as well as training in core business skills that will help them drive more value.6.Revenue Management: Share weekly tracking and analytics for key KPIs – Growth, Retention and Cross Sell/Upsell.CS Opportunity: Create/Identify, Track and Convert. Create and maintain a healthy pipeline of customer.Managing Churn7.Creating the Right CultureEngage team members and instill the right values in them. Ensure the team members (if they are in different countries) to meet them often and connect as professional and people!

Kuala Lumpur, Malaysia

1. Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.2.Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.3.Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.4.Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.5.Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.6.Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.7.Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.8.Accomplishes information systems and organization mission by completing related results as needed.

Bangsar South

1.Head of Customer Service Department overseeing every aspect of inbound and outbound operations.2.Managing the daily operations of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations.3.Carrying out needs assessments, performance reviews and cost/benefit analyses;setting and meeting performance targets for speed, efficiency, sales and quality;ensuring all relevant communications, records and data are updated and recorded;advising clients on products and services available;4.Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;5.Maintaining up-to-date knowledge of industry developments and involvement in networks.6.Monitoring random calls to improve quality, minimize errors and track operative performance.7.Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff.8.Reviewing the performance of staff, identifying training needs and planning training sessions.9.Recording statistics, user rates and the performance levels of the center and preparing reports;handling the most complex customer complaints or inquiries.10. Organizing staffing, including shift patterns and the number of staff required to meet demand.11.Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.12.Preparing daily,weekly monthly report in regards to day to day operation.

Solaris Dutamas

1. To manage the performance of services to clients and ensure that service levels (SLA) are achieved in line with contracts and to ensure that customer expectations are met or exceeded.2. Central Ownership of Issues and Service Requests.3. Customer Incident and Escalation Management.4. Customer Relationship Management and Service Reviews.5. To Manage Third Party Suppliers.6. To Manage Incident Levels.7. To enhance Processes and Working Practices.8. Management of Service Desk incident Logging System.9. Service Desk Knowledge Management Hub.10. Focusing on Leadership and Line Management.11. Management duties and responsibilities.

Cyberjaya

1. Preparing daily, weekly, monthly reports on Agents calls, ticket logged by agents, Pending tickets, in progress status and resolved tickets. Answering calls in regards to fault and enquiries of the users.2. Managing the User Account of AS400 I System, Lotus Notes ID, Windows ID.3. To ensure open tickets does not breach SLA.4. Log tickets on users request on the remedy tool5. Security Administrator for AS400 I System. Documentation of AS400 program.6. Preparing training materials for agent and conducting in house training.7. Assisting the agents in handling escalation issues and cases.8. Attending Video Conference with AMWAY HQ Service Desk (ADA, US) to discuss on improvising the Service Desk to meet the Global Standard.

Ttdi

1. Worked in a team comprising of 20 staffs and 1 Assistant Manager2. Handle user’s account management.3. Assist user which is based internally or externally at Nokia premises (Globally).4. Creating, Editing, Extending SAP account for users.5. Adding user to the distribution group list for email receiving purpose.6. Solve user’s issues with regards to their SAP Accounts.7. Associate with SAP HR, SAP BW and SAP P20 accounts.8. Provide authorization of user’s ID on SAP Accounts.9. Managing and Creating Secured ID, HTTP account, Domain account (NEE &NOE), Lotus Notes Account.10. Providing systems access rights to Nokia users that are based externally out of Nokia premises.11. Log tickets on users request on the remedy tool.12. Handle account migration in the case of users is traveling to different Nokia premises internally or externally.13. Handle SAP escalation.14. Answer inquiries and issues that are received via email.

Kuala Lumpur

1. Take incoming telephone inquiries, problems, complaints relating to a range of specific Australian clients product or services with the objective of resolving the customer’s issue as quickly as possible.2. Log inquiries, Faults on related products or services that are supported.3. Follow up with cases day to day basis, not to breach the contractual agreement on estimated resolution time and date of specific faults.4. Answer inquiries that are received via email.5. Work as a part of a team of up to 20 service officers and a Assistant Manager.6. Using appropriate listening skills, questioning skills, and empathy skills to gather the relevant information relating to the customer's concern.7. Wherever possible, using the agreed procedures to attempt to resolve any queries or concern in the course of the phone calls.8. Make any ad-hoc outgoing calls to customers as required to resolve an outstanding query.9. Recognize the importance of the calls logged by clients and supporting whilst ensuring the client’s needs and requirement are attended.