Customer service assistant

Specialist –Social Media Level 7, Band-B

•	Act as back-up and assist the Assistant Managers – Social Media in the Operational Management.
•	To monitor the Community, enforce community standards and usage guidelines and interact with users in order to assess and meet their needs. 
•	To achieve the secondary goals of the community such as traffic growth, increase brand awareness, increase customer expertise, free customer feedback acquisition and increased customer loyalty.
•	Proficiency in a multi-system environment blend of Microsoft Dynamics and Consumer Care Platform (CCP).
•	Daily hands on Zendesk operations. 
•	Monitor the user-generated posts of the message boards using customer oriented application SYSOMOS.
•	Generate, edit, publish and share daily content (Original text, images, video or HTML) that builds meaningful connections and encourages community members to take action. 
•	Be responsive to members’ suggestions and request, and answer members’ questions or direct them to where they can find answers. 
•	Strong skills in troubleshooting smartphones and demonstrate awareness in latest changes in the smartphone/tablet.
•	Answer customer on functional understanding in new technology, networking and mobile devices including hardware and software. 
•	Provide subtle positive reinforcement to productive users. 
•	Build and execute social media (Facebook) strategy through competitive research, platform determination, bench-marking, messaging and audience identification. 
•	Continuously improve by capturing and analyzing the appropriate social data/metrics, insights and best practices and then acting on the information. 
•	Support the management team in the creation of management reports to agreed time scales.

Specialist -Quality and Customer Experience Level 7, Band-B

•	Quality monitoring and feedback sessions for the executives
•	Frequently uses of SAP to perform the whole quality maintained process. 
•	CRM application (Terminal Customer Request Management System) has been monitored and used to store and process data.
•	Collate and document quality monitoring results, analyze and recommend opportunities for continuous improvement on a monthly basis or whenever required.
•	Assist total quality management (TQM) by translating quality monitoring results and analysis into accurate and timely reports, towards identifying opportunities for quality improvement. 
•	Multi-tasking and working around scheduled datelines within a constantly changing and dynamic environment.
•	Prioritizing executive daily tasks and responsibilities according to set datelines and requirements.
•	Assist the Manager to determine quality improvements, including improvements/changes to training, coaching needs, process improvements or disciplinary actions.
•	Need to summarize excellent case from the agent service and share with team members to improve the service skills.

  Executive Technical Support

•	Entertain customer by solving their issue regarding hardware and software maintenance on Lenovo PC, desktops and tablets.
•	Handle all kinds of issues related to Windows OS installation, updates and other essential applications.
•	Troubleshoot on various computer hardware such as motherboard, processor, chipset, RAM, hard drive, LCD panels and so on.
•	Operate CRM software (SAP) to manipulate all the data and customer information. 
•	Guide customer on different Lenovo tools, application and products to ease of handling the machine. 

Executive Technical Support

•	Provide technical support to the customer pertaining different network. 
•	Focus on FTTH (Fiber to the home) connection over the network.
•	Analyze the overall internet line status through network channel known as SMART.
•	Solve issue related to broadband (Wired & Wireless), miotv and miophone.
•	Troubleshooting and maintenance of computer network.
•	Educate customer about different Email platform like Microsoft Outlook, Windows Live Mail, Mozilla Thunderbird and solve any issue pertaining email setup, error in sending or receiving message, size allocation and email configuration. 
•	Help customer to register, download and setup McAfee antivirus. 
•	Diagnose, troubleshoot and solve hardware & software related problems for desktop computers, laptops, notebooks etc. Over the network.
•	Handling complains and enquires regarding technical aspects.
•	Maintain several software (Intranet) within the organization.
•	Ensure customer satisfaction.
•	Keep liaison with the core office of Singtel regarding all kinds of customer related issue.
•	Provide backup maintenance for the customers if required.

Assistant Manager /Senior Web Developer

•	Lead software team to understand business requirements, plan, design and complete the task.
•	Maintain strong communication with the senior management as well as client side. 
•	Frequently monitor project development and report to the management. 
•	Perform quality control over the team's work.
•	Arrange training for the overall software team about strategy and approach.
•	Present demo to the management after completion of the said application/software.
•	Developed webpage using PHP/MySQL, Drupal, Photoshop, and jQuery.
•	Used Hypertext Markup Language (HTML) to create web pages and web applications along with Cascading Style Sheets 3 (CSS3) and JavaScript. 
•	Applied Bootstrap to develop responsive design of websites and web applications.
•	Used Content Management System (CMS) such as Wordpress, E-Commerce and Woocommerce to publish content on the web.
•	Using PHP framework “Codeigniter” to apply common tasks like Security, Form Validation, Database Configurations and Database Queries.
•	Applied MySQL to add, access and managing content in a Database.

Junior Officer

•	Provide services to the customer of different nationalities.
•	Remittance send to all over the world with around 180 correspondent banks.
•	Best practice of different services i.e., Xpress Money, Western Union etc.
•	Maintain accounting software in branch level.
•	Handle complains and inquiries regarding transactions.
•	Well interaction with foreign exchange department.
•	Service Champion in Dubai region.

Crew Member

•	Provide standard service to the customers.
•	Reconciliation of cash tills.
•	Maintenance of machines.
•	Carry-out roasters for crew members.
•	Maintain liaison with Technical Department.

Software Developer (Internship)

•	Design, develop and implement systems that keep all necessary information regarding roaming partners of Grameenphone.
•	Generate reports based on management queries.
•	Provide reports for the employees and administrator of roaming department.
•	Supporting the servers for the roaming partners of GP for sharing information and different types of decision.
•	Used Java Servlet, Apache Server, Microsoft Access and Dreamweaver.

Completed Post Graduate on Management Studies. 

Completed Bachelor in Computer Science with minor in Management Information System.