The document contains details of Vikneswary Raveen Ran including her personal information, qualifications, work experience as a Senior Service Desk Analyst and Customer Service Professional, skills, courses attended, and references. Vikneswary has over 5 years of experience in customer service and IT support roles, currently working as a Senior Service Desk Analyst at Xchanging Malaysia where she manages incident tickets and acts as a supervisor for an LTE project. She is seeking a salary of RM4000 per month and has experience working in team environments and handling customer issues.
How to improve call center quality and performance - InfographicPointel Inc
Improving call center quality and performance means looking at the way each employee handles calls. The employee must treat each customer with respect and take all the appropriate steps in order to ensure that the call is handled correctly. Poor quality can upset customers and reduce your profit.
This presentation provides a practical view into call centre quality assurance procedures.
It suggest certain actions to be undertaken to ensure a effiecient implementation of the practices
How to improve call center quality and performance - InfographicPointel Inc
Improving call center quality and performance means looking at the way each employee handles calls. The employee must treat each customer with respect and take all the appropriate steps in order to ensure that the call is handled correctly. Poor quality can upset customers and reduce your profit.
This presentation provides a practical view into call centre quality assurance procedures.
It suggest certain actions to be undertaken to ensure a effiecient implementation of the practices
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Folien zu unserem Vortrag "Zur Identifikation von Frames in großen Medien-Korpora. Ein methodischer Vorschlag und seine Exemplifikation anhand der Klimaberichterstattung" im Rahmen der DGuK-Jahrestagung 2013 in Mainz.
Abstract: Das Framing-Konzept gehört zum Kernbestand der Kommunikationswissenschaft. Es dient dazu, in (Medien-)Texten latente Bedeutungsstrukturen aufzudecken. Gängige Verfahren sind meist auf vorgegebene inhaltsanalytische Kategorien und/oder Interpretationen der Forscher angewiesen und bleiben bislang auf kleinere und mittelgroße Textkorpora beschränkt. Sie können daher die Möglichkeiten, die in der zunehmenden Verfügbarkeit elektronischer Volltextarchive oder des Internets als Datenquelle angelegt sind, nur begrenzt nutzen. Der hier präsentierte methodische Vorschlag soll ein erster Schritt auf dem Weg dahin sein, Frames auch in größeren Medien-Korpora identifizieren zu können. Mittels Faktorenanalysen arbeiten wir latente Bedeutungsstrukturen aus einem umfangreichen Printmedien-Korpus zu deutscher und US-Klimaberichterstattung heraus. Abschließend diskutieren wir Potenziale und Begrenzungen des Verfahrens.
1. VIKNESWARYRAVEENRAN
Personal Details
Gender Female
Age 27
NRIC No 880508-14-5330
Nationality Malaysian
Race Indian
Contact Details
Address:
C 06 09 PPR Batu Muda
Off Jalan Ipoh 51100 Kuala Lumpur.
Contact No : +60 16 7116 248
Email : viknesh8820@gmail.com
Highest Qualification
Qualification : Diploma in Management
Field of Study : Business Management
Institute : Kolej PTPL @ Sentral Kuala Lumpur
CGPA : 2.48 /4.00
Graduation Date : 2013
Career Summary
Have continuously and consistently learn, acquired and utilized management tools and
best practices to contribute to the organizations efficiency and effectiveness.
Described by supervisors and peers as a resourceful, accountable, result and action oriented,
honest and ethical, follow through on commitments, creative and champions change.
2. Employment Background
1) Company : Xchanging Malaysia
Position Title : Senior Service Desk Analyst
Specialization : Telecommunication
Duration : Dec 2012 - Present
Responsibilities
Key user for Main Management Tools such as OTRS, ITSM and BMC REMEDY CLIENT.
Manage the incoming and outgoing call and emails for customer related issue.
Processing customer IDs desktop and laptop support and performing bulk uploads to
create customer IDs.
Provide L1 and L2 support and liaise with support teamfromIT operations and
Monitoring teamand maintain clear communication channel with the client.
Produce reporting, communication and communicate planned/unplanned downtime
broadcast to defined recipients.
Handle MOE (1 Bestari Net and YTL Communication projects)schools issue and liaise
with direct vendor for network update.
BMC Remedy Client
- Case Manager for Helpdesk Ticket’s, monitor the HD tickets using client’s tool to
ensure meeting our client’s SLA by coordinating with assigned engineers in various
levels.
- Conduct meetings with the team on a monthly basis to update the team’s
performance and KPI performance sharing.
- Keep track on the case progress to ensure the SLA’s are met.
- Escalate pending issue to higher level and initiate management escalation if
required.
- Monitor the ESFR KPI Performance on regular basis. Identify the weaknesses from
our side and take steps to control them immediately.
- Acts as a focal point and primary resource to the Helpdesk team to capture and
keep track of all incident/ticket information from the Helpdesk systemin order to
help determine, maintain, analyze, identify and monitor problem of management
issues.
- User ID creation, deletion and license management.
OTRS and ITSM
- Prepare daily, weekly, monthly KPI Performance Report.
- Prepare general management report upon request from the managers.
3. Achievements:
Recognition certificate for valuable contributions as a member in Operations Centre
by Xchanging Malaysia.
Promoted as Senior Service Desk Analyst.
Conducted Training for Internal staff and New Joiner for Remedy and OTRS ticketing
tools.
Has conducted various training programmes that have delivered tangible benefits to
the organisation and customers.
Appointed As a Supervisor for LTEProject
Provide supervisory support and guidance to the team.
Responsible for the team’s day-to-day operational activities.
Monitor that all SLA performance and KPIs are met.
Ability to analyses,provide explanation and mitigation plans if KPIs are not met.
Follow up with 2nd level resolvers when there is a major outage.
Give direction to the agents when there is a call surge.
Plan roster / scheduling to ensure optimal support to customers.
Analyze statisticalinformation pertaining to teamperformance and make
recommendations for improvement.
Responsible for ensuring operationalprocesses are updated and implemented.
Assist the Service Desk Manager on process and service improvements.
Ability in generating/ creating Service Desk reports from BMC Remedy and ITSM to
Incident Management Reports for analysis.
Conduct sharing sessions to communicate issues and changes to team.
Conduct investigations on feedbacks received.
Conduct regular call assessments and ticket reviews for quality improvement.
Mentor/ coach agents.
Manage staff morale.
4. 2) Company : Srg Asia Pacific
Position Title : Customer Service Professional
Specialization : Customer Service
Duration : Nov 2009 – Dec 2012
Responsibilities
Handle Maxis Prepaid, Broadband, Postpaid and Bill Charges inbound and outbound
calls, keep track with relevant departments for feedback.
Work closely with the technical teamas well with the Vendor for Troubleshooting.
Enquiries Huawei Modems and all type devices.
Achievement
Appointed As a Team Leader Assistant
Set work priorities for each teammember, monitor progress, and meet with members on
needed basis to discuss performance issues, handling cases and as back-end to clear cases in
queue as well. Establish and monitor schedules, vacation schedules and teamwork coverage
issues.Serve as spokesperson / liaison with Contact Centre Manager concerning teamissues.
Set, monitor and facilitate improvement in departmental and /or specific teamor individual
KPIs and communicate as appropriate.
Skills
Computer Literacy (Scale 1 – 5)
Microsoft Office 5
Reporting Skills 5
BMC Remedy 5
ITSM 5
OTRS 5
• Microsoft Excel 4
• Microsoft Power Point 4
5. Text Resume / Additional Info
Excellent ability to adapt to changing work environments and employee rotation
programs
Excellent communication skills, developed through experience in customer service
Knowledge of handling group facilitation activities in order to bring team workers
together
Able to work under pressure and fast learner
Able to gets along with superior and colleagues
Listening skills and able to handling conflict
Respond well to change
Able to work independently as well as a team player
Able to cooperate with all level in the organization
Able to handle problem solving
Able to work independently as well as a teamplayer.
Knowledge of handling group facilitation activities in order to bring team workers
together.
Encouraging attitude with a strong capability of inspiring trust.
Interest/Hobbies
Reading books/articles, jungle tracking and travelling.
Language
(Proficiency: 0=Poor, 5=Excellent)
Language Spoken Written
English 5 5
Bahasa Malaysia 5 5
6. Courses Attended
1. SERVICE DESK COURSE – LEAQA™ - The real SKILL for Service Desk Analyst
2. SOFTWARE ESTIMATION TECHNIQUES
Estimation approaches
Methods & Techniques
Problem handling
Risk Management
Future improvements on delay of project
3. INCIDENT MANAGEMENT WORKSHOP
• The Real Definition of Incident
• Purpose of Incident Management in IT Departments
• Key Steps Involved In Incident Resolution Process
• How to Prioritize Incidents
• Effective Ways to Escalate Unresolved Incidents
• The Role of Service Desk in Incident Management
• How to Manage a Crisis Situation
• What Should Be Communicated While Dealing With Incidents
4. ITIL INTRODUCTION E-COURSE
Introduction to ITIL Foundation Certification
Introduction to ITIL Service Management
Introduction to ITIL Service Strategy
Introduction to ITIL Service Design
Introduction to ITIL Service Transition
Introduction to ITIL Service Operation
ITIL Continual Service Improvement (CSI)
5. INTERCONNECTING CISCO NETWORKING DEVICES ACCELERATED (CCNAX)
Building a Simple Network
Establishing Internet Connectivity
Managing Network Device Security
Introducing IPv6
Building a Medium-Sized Network
Troubleshooting Basic Connectivity
Wide Area Networks
Implementing an EIGRP-Based Solution
7. Job Preference
Current earning : RM 3200
Expected Monthly Salary : RM 4000
Willing to Travel : Yes
Willing to Relocate : Yes
Possess Own Transport : Yes
Availability : 1 month
References
Mr. Parameswaran A/L Kumareson
Human Resource Manager
SRG Asia Pacific Sdn Bhd
Contact Number: 60122245007
Email: parames@srgasia.com.my
Mr. Calvin Lo Wei Xiang
Broadband Team Leader
SRG Asia Pacific Sdn Bhd
Contact Number: 6012-5868219
Email: calvin@srgasia.com.my
Mr. Andy Ng
Operation Manager
Xchanging Asia Sdn.Bhd
Email: andy.ng@asia.xchanging.com
Contact Number: 6012-2039582