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BIONOTE

  • I am a lecturer in Prince of Songkla University, Pattani Campus, Thailand.

EXPERIENCE

  • Prince of Songkla University
    • Social Sciences
    • Lecturer
    • Present

  • SELLBYTEL GROUP
    • Apple
    • Apple – Trainer and Quality Analyst
    • February 2014 to March 2015

    -Conduct New Agent Training for all sub-teams in Apple which are Sales, Service, Just Ask and Chat -Provide trends analysis, give regular reporting on team metrics, and produce executive level reporting for the purpose of assessment and CSR/team improvement -Support the operation quality model and the defined quality assurance processes -Contribute to the delivery of quality reviews and quality enhancement activity -Participate in Regional standardization syncs and calibration activities for both CSAT and quality -Provide day-to-day support to the Team Leaders to resolve questions and issues related to quality -Participate in weekly updates and monthly business reviews

  • IBM Malaysia Sdn Bhd
    • Quality and Training
    • Quality and Training Team Lead
    • September 2011 to February 2014

    -Monitoring of consistent adherence to Quality Monitoring procedures by all team members in center. -Provide one-to-one coaching for call center staffs. -Coordinates and facilitates call calibration sessions among Team Leaders and Quality Assurance Team. -Prepare and analyze quality monitoring data vs. customer satisfaction measures to relevant managers. -Prepares all Call Quality related reports timely, including standard and ad-hoc requests. -Performs trending analysis, compile and track performance at team and individual level. -Provides actionable feedback to various internal support groups when required -Participates in review and design of quality monitoring formats and standards.

EDUCATION

  • Multimedia University
    • Master of Business Administration (MBA)
    • October 2011 to April 2014

  • Petronas University of Technology
    • Bachelor of Technology (Honours) Information and Communication Technology
    • July 2003 to August 2008

LINKS

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