Handling customers call and providing accurate information to customer
Complaint handling to solve in timely manner and meet customer satisfaction
Website correspondence for customer enquiries and escalate case to assigned person
Social media monitoring (Facebook), escalate complaint to assigned person and motivate them to take promptly action to solve problem or unsatisfied customer
Produce call center performance reports by collecting, analyzing and summarizing data
Support manager to provide the ad-hoc report or requirement when request by other department or management
Support ad hoc activities upon request, exploring opportunities to add value to job accomplishments.
กรกฎาคม 2554 ถึง มิถุนายน 2556
Telesales & Sales Supervisor (CRM)
Bangkok Dusit Medical Service Plc. (BDMS)
ซ.ศูนย์วิจัย ถ.เพชรบุรี กทม.
สำหรับสมาชิกเท่านั้น
Outbound call to prospect data from various sources in stance for event or external list
Responsible for handling enquiries, concerns and complaints when referred by telemarketing.
Implement day-to-day operations in order to achieve the overall corporate objectives
Assist Sales Manager in leading, directing and motivating a team of telemarketing
Ensuring team members meet service levels and other KPIs
Monitoring, tracking and analyzing sales performance
Responsible for providing feedback to telemarketing staff and guiding them on how to increase productivity.
Conduct ongoing training and coaching team in order to meet quality requirements.
Produce daily and weekly team sales reports
To carry out any other duties which may be required from time to time by Sale Manager
Review and Renewal the current policies conditions and try to approach customer to renew contract and/ or purchase more coverage and/or generate more premium.
Motivation, training and coaching staff
Monitoring transactions of agent to ensure compliance to Quality standards.
Monitoring and reporting the staff and project performance
Assist to check Data errors
Assist management for planning of daily activities for Agents.
Produce daily and weekly team reports. Manage and expand operations by telephone
ตุลาคม 2549 ถึง มิถุนายน 2554
Lead Management Executive (Call Center, Outbound) of Mazda Sales (Thailand) Co., Ltd.
WUNDERMAN, Bangkok
Siam Tower
สำหรับสมาชิกเท่านั้น
Prospecting management to support direct marketing activities and achieve target
Outbound call to prospect data from various sources in stance for website, social media, event or external list from marketing
Lead qualified prior distribute potential data to dealer and result follow up
Conduct customer survey by phone and approach for re-purchase from existing customer
Build up relationship with dealer assigned to get best cooperation and support
Take lead to plan resources and target to meet objective of each project
Supervise team by planning, assign task and encourage team member to achieve daily target and support as required
Preparing weekly summary, Monthly report of team performance and result of each campaign including feedback to present to Manager
Script development for team and sometime for sales person as requested
Support Sales and Marketing team for national event as Motor show twice a year
(Prospect data collection, data entry, sales process, outbound to hot prospect and
Report of all performance to Manager on daily basis)
Support marketing campaign and activities as required such as Lucky Draw handling, inviting customer/ prospect to concert or event
ประวัติการฝึกอบรม
มกราคม 2546 ถึง มกราคม 2546
ธนาคารธนชาต
พัฒนาบุคคลิกภาพและเทคนิคการขาย
ไม่ได้ระบุ
M Call Center Master
Telephone & Service Skill
ไม่ได้ระบุ
Vickk Training
Leadership Development for Supervisors and Managers
ความสามารถ
ความสามารถทางภาษา
พูด (ดีมาก) อ่าน (ดีมาก) เขียน (ดีมาก)
พูด (พอใช้) อ่าน (พอใช้) เขียน (พอใช้)
ไทย 30 คำ/นาที อังกฤษ 30 คำ/นาที
รถยนต์ ,รถจักรยานยนต์ ,
รถยนต์ ,รถจักรยานยนต์ ,
COMKPUTER & TYPING SKILLS
Computer: Microsoft Word, Excel, Power point, Access, Internet
โครงการ / ผลงาน / เกียรติประวัติ / บุคคลอ้างอิง
Total 16 years experience in Customer Service, 13 years in direct marketing and Call center environments,
7 years in CRM
- 10 years experiences for Call Center handling of both inbound and outbound activities
- 10 years experiences in supervisory and managerial level to control team and subordinators, Strong leadership to drive team to achieve goal or expectation.
- 10 years experiences in Database Management, CRM
- 9 years experiences in Tele marketing supervisory and lead management
- 3 years experiences in Bank, Customer Service
- Experienced in customer complaint handling to increase customer satisfaction level for Automotive business
- Good Knowledge in Automotive business regarding sales, marketing and customer relations
- Projects led include manpower resources planning, methodology concept development, customer satisfaction, task deliverable, campaign results tracking and measurement
Core Competencies
CRM activities management and analyzing skills
Call Center Management and Supervisory
Database Management (Customer and Prospect)
Customer Service managing skills
Direct marketing experience, Lead management
Call Center environment (inbound & outbound) including Tele-marketing
Call Center environment (inbound & outbound) including Tele-marketing
Strengths
1. Highly Organized, Flexibility and productivity with high willpower, self-motivation
2. Positive thinking and attitude to make it happen, Opened mind and quickly adaptable to different environments.
3. Strong leadership, Skillful in team supervising and controlling
4. Friendly, outgoing and excellent interpersonal with all level
5. Can work under pressure
6. Knowledge in Automotive business