SKILLS AND CAPABILITIES
- Provide Weekly KPI Action Plan to the cluster to Manage daily and
weekly performance.
- Inspect Supervisor task through weekly TRIAD and Shadow sessions
to ensure daily task are delivered and proper coaching sessions following the 7
steps of successful education.
- Applying 7 steps of Successful Education in every coaching session
with the agents, Quartile Management, KPI Analysis and people management.
- Proficient with DOS, Windows XP PRO, XP Home Edition, and Windows
Vista, Windows 7, Windows 8, MAC OS X, MAC OS 9 and 8 and MAC OS 10.4 Tiger,
Leopard, Mountain Lion.
- Wireless Networking Devices Configuration (Gaming Adapters, Range
Expanders, Access Points, Ethernet Bridge and etc.)
- Print Server Setup/Configuration and Wireless Video
Camera/Internet Camera.
- Modems(ADSL and Cable) and Router Configurations, Voice over IP
(VOIP) Configurations
- Strong Knowledge in Systems Administrations Tools and Software
Applications.
- Knowledge in current technology.
Troubleshooting:
Hardware
and software troubleshooting.
Knowledge
on basic and advanced Networking products, Proficient in PC
troubleshooting and networking.
Networking
devices (routers, hubs, switches, etc.)
Printers
(hardware and software)
PC
Configurations, troubleshooting and maintenance.
Management Skills:
- Managed 5 Supervisor’s and 50 account experts in hitting client
specific targets.
Supervised
a team of 8 members performing duties for CSAT, Sales, AHT, productivity
and adherence.
Delegated
suggestions and duties to other tea-----------mbers regarding opportunities for
improvement in work-related tasks and processes - Resolution Team.
Creation
of documents for implemented processes
Background
in Business Management and Basic Accounting.
Customer Service Skills:
Delivered
excellent customer service while working with clients on a daily basis for
various new and on-going technical concerns, Sales and Customer Service.
Sales Experience:
Extended Service Program – Sales team for
out-of-warranty Linksys devices.
Supportrix – Sales team for technical
assistance on different brands and wide variety of networking devices.
Self-employed – Sold RTW goods and foods
to friends and colleagues
Owned online shop boutique – Sold Nike,
Adidas, Jordan Brand basketball shoes and apparel
10 years of sales experience from 2006 to
2016
Co-owner of food business from August
2014 to October 2015
Teaching Skills:
51Talk – Teaches kids, Professionals and
retirees in learning English language for basic, intermediate and advanced
level.
VIP Talk – Teaches kids, Professionals
and retirees in learning English language for basic, intermediate and
advanced level.
Pal Fish - Teaches kids, Professionals
and retirees in learning English language for basic, intermediate and
advanced level. • Face Talk - Teaches kids, Professionals and retirees in
learning English language for basic, intermediate and advanced level.
Rare Job - Teaches kids, Professionals
and retirees in learning English language for basic, intermediate and
advanced level.
Others:
- Installation,
troubleshooting and operation of different Windows Operating System:
Win9X,
- Windows ME, Windows 2000 Professional, Windows 2000 Server and Windows XP
(Professional
and Home Edition), Windows Vista, Windows 7, Windows 8 and Windows 10.1
- Microsoft
Office applications: (Installation, operation and troubleshooting) MS-Word,
MS-Excel, MS-PowerPoint and Microsoft Access.
- Programming
Software: Cobol, Turbo Pascal, Turbo C, C++, Java, J++, Fox pro, Visual Fox pro 5.0
and 6.0, Visual Basic.
