Kevin Niluag

PERFORMANCE REPORTING AND ANALYTICS
Performance Scorecards:Design and develop visually appealing scorecards that track individual and team performance across key metrics such as call quality, average handle time (AHT), and customer satisfaction scores (CSAT).
Analyze scorecard data to identify high-performing agents and teams, recognizing achievements and sharing best practices across the organization.
Utilize scorecard insights to create personalized coaching plans for agents, addressing specific performance gaps and fostering continuous improvement.
Monthly Incentive Files:Develop and maintain clear criteria for performance incentives, linking them directly to the metrics tracked in scorecards.
Aggregate performance data on a monthly basis to calculate incentives accurately, ensuring timely distribution of rewards to eligible agents.
Create reports summarizing monthly performance against incentive criteria, highlighting achievements and areas for improvement.

• DATA PREPARATION AND BUSINESS REVIEWS
  Business Review Reports (WBR, MBR, QBR, YBR):Aggregate data from various sources to create a holistic view of performance, conducting in-depth analysis to identify trends and anomalies.
  Create visually compelling reports using data visualization tools, tailoring presentations for specific audiences.
  Coordinate with various teams to gather input and validate data for accuracy before business reviews.
  Ad-hoc Dashboards and Visualizations:Design and build custom dashboards in response to specific inquiries from account Directors and Operations Managers.
  Implement features that allow stakeholders to filter data by date ranges, providing tailored insights.
  Provide training sessions for users on how to interpret dashboards effectively.
• AUTOMATED INVOICING AND BILLING OPTIMIZATION
  Automated Data Collection:Develop automated workflows that pull relevant billing data from multiple data sources, ensuring all information is accurately captured.
  Dynamic Invoice Generation:Design templates that automatically populate with necessary billing information and configure them to accommodate variable rates and project-specific requirements.
  Error Reduction and Compliance:Establish validation checks to flag discrepancies in billing data and implement compliance protocols.
  Automated Delivery and Tracking:Set up workflows to generate, format, and send invoices to clients automatically.
  Ongoing System Optimization:Regularly review and update the invoicing automation to address changes in billing structures and incorporate feedback.
• WORKFORCE MANAGEMENT
  Scheduling:Develop and manage shift schedules for agents, ensuring optimal coverage during peak hours.
  Forecasting:Analyze historical data to forecast call volumes and generate insights for staffing decisions.
  Intraday Management:Monitor call volumes and agent adherence, reallocating resources as needed.
  Capacity Planning:Conduct capacity planning to identify the optimal number of agents required based on demand scenarios.
  Shrinkage and Adherence Tracking:Track shrinkage and monitor adherence to schedules to maintain productivity.
  Real-Time and Historical Data Analysis:Provide real-time insights for workforce optimization and generate reports on agent performance.
• DASHBOARD AND REPORTS CREATION
  Custom Dashboard Development:Design dashboards from scratch, providing senior management with real-time insights into KPIs.
  Ad-hoc Reporting:Develop ad-hoc reports to respond to specific requests from account Directors and Operations Managers.
  Performance Scorecard Automation:Create automated scorecards for agents and team leads using various tools.
  Visual Reporting for Business Reviews:Build visually engaging reports for business reviews, presenting data clearly and effectively.
  Tool Utilization for Enhanced Data Automation:Utilize advanced functions in reporting and automation, ensuring data consistency and accuracy.
• STRATEGIC PLANNING AND COLLABORATION
  Cross-Functional Team Engagement:Actively participate in strategic planning meetings with high-ranking management, contributing insights based on data analysis.
  Data-Driven Decision Support:Prepare detailed reports and presentations that outline performance trends and assist in decision-making.
  Performance Metrics Development:Assist in developing KPIs that align with organizational objectives.
  Strategic Initiative Monitoring:Track progress of strategic initiatives, preparing status reports for senior management.
  Risk Assessment and Mitigation:Analyze potential risks associated with strategic decisions and collaborate on contingency plans.
  Facilitation of Strategic Workshops:Support the organization of workshops to foster collaboration among senior leadership.
  Continuous Improvement Initiatives:Advocate for data-driven continuous improvement initiatives to enhance operational efficiency.

OPERATIONAL SUPPORT AND TOOL DEVELOPMENT

• Operational Tools/Template Creation:
  Needs Assessment:Conduct thorough assessments to identify operational challenges and opportunities for efficiency improvements.
  Collaborate with stakeholders to understand their needs and gather requirements for the tools/templates.
  Tool Design and Development:Develop user-friendly templates and tools using advanced Google Sheets formulas to facilitate data entry, analysis, and reporting.
  Create templates that are visually appealing and intuitive, ensuring ease of use for all team members.
  Automation and Efficiency:Implement automated functions within the tools to reduce manual data entry and minimize errors, enhancing overall productivity.
  Utilize advanced scripting techniques to automate repetitive tasks, streamlining workflows and saving time.
  Customizable Features:Design templates with customizable features that allow users to tailor the tools to their specific needs, such as adjustable parameters and dynamic reporting capabilities.
  Incorporate data validation rules to ensure data integrity and consistency across all entries.
  Integration with Existing Systems:Ensure that the operational tools can integrate seamlessly with existing systems and databases to pull and push data as needed, enhancing overall functionality.
  Collaborate with IT or other relevant departments to ensure compatibility and support for tool deployment.
  
• Process Documentation and Handbook Creation:
  Comprehensive Process Handbooks:Create detailed handbooks that outline the purpose, scope, and functionality of each operational tool developed.
  Include step-by-step instructions for using the tools, ensuring that users can easily understand and apply the processes.
  Visual Aids and Flowcharts:Incorporate visual aids such as screenshots, flowcharts, and diagrams to illustrate complex processes, enhancing user comprehension.
  Use these visuals to highlight key steps, decision points, and the overall workflow associated with each tool.
  Best Practices and Tips:Document best practices and tips for using the tools effectively, sharing insights gained from experience to improve user outcomes.
  Provide troubleshooting guidance for common issues users may encounter while utilizing the tools.
  Version Control and Updates:Implement version control for each handbook, ensuring that updates are clearly documented and that users have access to the most current information.
  Schedule regular reviews of process documentation to incorporate feedback and make necessary adjustments based on evolving operational needs.
  Training and Support:Facilitate training sessions for team members and users on the processes documented in the handbooks, ensuring that everyone is proficient in utilizing the tools.
  Provide ongoing support to users, answering questions and addressing concerns related to the operational tools and processes.
  

ARTIST PAYROLL PROCESSING
Payroll Management:
Data Collection and Verification:Gather all necessary data related to artist earnings, including hours worked, performance metrics, and event participation.
Verify the accuracy of data collected, ensuring that all entries are correct and complete before processing payroll.
Payroll Calculation:Calculate artist earnings based on agreed-upon rates, bonuses, and incentives, ensuring compliance with contractual agreements.
Ensure deductions for taxes, fees, and other withholdings are accurately applied, maintaining compliance with relevant regulations.
Payment Processing:Initiate timely payments to artists through designated financial systems, ensuring funds are transferred securely and promptly.
Monitor payment transactions to confirm successful deposits and resolve any issues that may arise during the payment process.
Record Keeping:Maintain detailed records of all payroll transactions, including payment dates, amounts, and any adjustments made.
Create and manage a comprehensive ledger that tracks earnings, cash outs, and outstanding payments, providing transparency for both artists and management.
Reporting:Generate payroll reports summarizing artist earnings and payments, providing insights into overall payroll expenditures and budget allocation.
Share payroll reports with management and relevant stakeholders to facilitate financial planning and decision-making.
Communication:Serve as the primary point of contact for artists regarding payroll inquiries, addressing concerns related to payments, discrepancies, or other issues.
Provide clear communication to artists regarding payment schedules, earnings summaries, and any changes to payroll procedures.

EVENT WINNER IDENTIFICATION AND PRIZE DISTRIBUTION
Winner Selection:Utilize advanced queries in MySQL Workbench to identify weekly event winners based on performance metrics.
Ensure the selection process is fair and transparent, maintaining integrity within the event structure.
Prize Processing:Handle the processing and distribution of weekly winner prizes, ensuring prompt delivery and proper communication with winners.

COMMUNICATION AND ENGAGEMENT WITH ARTISTS
Earnings and Cash Out Communication:Maintain a weekly ledger to track earnings and cash outs, ensuring artists are informed about their financial status.
Send weekly and monthly emails to artists, providing updates on earnings, cash outs, and important announcements.
Escalation Management:Address artist escalations related to payments and other issues promptly and effectively, maintaining positive relationships and trust.

DATA ANALYSIS AND REPORTING
Utilization of Analytical Tools:
Data Extraction and Preparation:Extract relevant data from various sources such as MySQL databases, Google Sheets, and other data repositories to ensure a comprehensive dataset for analysis.
Clean and preprocess the data to eliminate inconsistencies, fill in missing values, and format the data correctly for analysis.
In-depth Analysis:Conduct thorough analyses of artist performance metrics, financial data, and operational statistics to identify trends, patterns, and anomalies.
Use statistical methods and data visualization techniques to derive actionable insights that inform business decisions and strategies.
Dashboard Creation:Design and develop dynamic dashboards using Power BI and Google Data Studio that provide real-time insights into key performance indicators (KPIs) and other relevant metrics.
Ensure dashboards are user-friendly and visually appealing, incorporating charts, graphs, and other visual aids to facilitate data interpretation.
Performance Reporting:Generate comprehensive reports that summarize analysis findings, highlighting critical insights regarding artist performance, payroll efficiency, and overall operational effectiveness.
Prepare periodic reports (weekly, monthly, quarterly) for senior management, detailing trends, projections, and recommendations based on analysis results.
Ad-Hoc Reporting:Respond to ad-hoc reporting requests from management and other stakeholders by quickly analyzing specific data points or metrics as needed.
Utilize advanced Excel functions and other analytical tools to produce tailored reports that meet specific business inquiries or operational needs.
Data-Driven Decision Making:Collaborate with management and other departments to provide insights derived from data analysis, supporting strategic decision-making processes.
Present findings and recommendations clearly and effectively, using data visualizations to communicate complex information in an easily understandable manner.
Continuous Improvement:Stay abreast of industry trends and best practices in data analytics, incorporating new techniques and methodologies to enhance reporting and analysis capabilities.
Solicit feedback from stakeholders on reports and dashboards to continuously improve the relevance, clarity, and utility of the information provided.

REPORT DEVELOPMENT AND MAINTENANCE

• Regular and Ad-Hoc Reporting:Develop comprehensive regular reports that track key performance indicators (KPIs) and operational metrics critical to business performance.
  Create ad-hoc reports based on specific stakeholder requests, ensuring the reports address the unique needs of different departments.
  Ensure reports are accurate, relevant, and presented in a clear and concise format to facilitate understanding and decision-making.
• Timely Delivery:Implement a structured timeline for report preparation and distribution to guarantee timely delivery to stakeholders.
  Monitor report deadlines and proactively communicate with relevant departments to ensure all necessary data is collected and processed promptly.
  

OPERATIONAL SUPPORT / WORKFORCE MANAGEMENT

• Scheduling and Resource Allocation:Assist in developing efficient schedules for team members, aligning resources with operational demands and peak activity periods.
  Analyze resource allocation to ensure optimal staffing levels that meet business needs while maintaining budgetary constraints.
• Incentive Calculation:Develop and implement processes for calculating monthly and quarterly incentives based on performance metrics and established criteria.
  Ensure accuracy in incentive calculations by verifying data integrity and consistency across reporting periods.
  Communicate incentive structures and calculations clearly to employees to promote transparency and understanding.
• Process Improvement Identification:Conduct regular assessments of current operational processes to identify inefficiencies or bottlenecks.
  Propose and implement enhancements to workflows, aiming to streamline operations and improve overall efficiency.
• Performance Monitoring:Monitor employee performance metrics to ensure adherence to schedules and identify areas for improvement.
  Utilize data analysis to forecast staffing needs based on historical trends and projected workloads.
  

COLLABORATION AND INTEGRATION

• Cross-Departmental Collaboration:Work closely with various departments to understand their reporting needs and ensure alignment of reporting tools with operational goals.
  Facilitate open communication between departments to foster collaboration and encourage sharing of insights and best practices.
• Seamless Integration of Reporting Tools:Ensure that reporting tools are effectively integrated with existing systems to streamline data collection and reporting processes.
  Collaborate with IT and data teams to troubleshoot any technical issues related to reporting tools, ensuring consistent performance and usability.
  

COMPLIANCE AND TRAINING

• Compliance Maintenance:Stay informed of relevant company policies and industry standards to ensure all reporting practices comply with regulations.
  Conduct periodic reviews of reporting processes to maintain compliance and implement changes as necessary.
• Training and Support:Provide training sessions for team members on the use of reporting tools, ensuring they are equipped to generate and interpret reports independently.
  Offer ongoing support to team members, addressing any questions or issues related to reporting tools and processes.
  

DATA ANALYSIS AND TECHNICAL PROFICIENCY

• Data Analysis:Utilize analytical skills to interpret data trends, providing insights that inform strategic decision-making and operational improvements.
  Employ advanced analytical techniques in tools like Excel and SQL to conduct in-depth analyses, generating meaningful reports that drive business performance.
• Tableau Dashboard Development:Design and develop interactive dashboards in Tableau to visualize complex data sets, enabling stakeholders to quickly understand and interpret key metrics.
  Utilize Tableau’s features, such as filters, parameters, and calculated fields, to enhance user experience and provide tailored views of the data.
  Ensure dashboards are user-friendly and effectively communicate insights, enabling stakeholders to make data-driven decisions efficiently.
  Regularly update and maintain dashboards based on user feedback and changing business requirements, ensuring they remain relevant and useful.
  

PROACTIVE IMPROVEMENT APPROACH

• Continuous Improvement:Adopt a proactive approach in identifying opportunities for enhancing operational processes, reporting methodologies, and data analysis practices.
  Solicit feedback from stakeholders and team members to identify areas for improvement, implementing changes to optimize workflows and reporting outcomes.
• Contribution to Organizational Success:Align individual goals and initiatives with the overall objectives of Wyndham Destinations, ensuring efforts contribute to the company's success.
  Regularly assess personal performance and seek professional development opportunities to enhance skills and capabilities, contributing to the team's and organization’s growth.
  

DATA COLLECTION AND REPORTING OVERSIGHT

• Collection and Analysis of Data:Oversee the systematic collection of data from various sources to ensure comprehensive coverage of performance metrics.
  Analyze data trends and patterns to inform reporting processes and highlight key insights.
• Timely Reporting:Ensure the timely dissemination of reports to relevant stakeholders, adhering to established deadlines and standards.
  Maintain accountability for the accuracy and reliability of reported data, ensuring it meets organizational requirements.
  

REPORT DEVELOPMENT AND MAINTENANCE

• Regular Reporting on Key Performance Indicators (KPIs):Develop and maintain regular reports focusing on critical KPIs, including call volume, average handle time, first call resolution, and customer satisfaction.
  Utilize advanced analytical techniques to derive meaningful insights from KPI data, supporting strategic decision-making.
• Ad Hoc Report Creation:Create customized reports as requested by management, addressing specific business questions and operational needs.
  Present findings from ad hoc reports to senior management, offering actionable recommendations based on data analysis.
  

TEAM SUPERVISION AND SUPPORT

• Supervision of Reporting Analysts:Supervise and support a team of reporting analysts, fostering a collaborative and high-performance work environment.
  Provide ongoing training and development opportunities to enhance the team's skills in data analysis and reporting techniques.
• Performance Management:Conduct regular performance evaluations for reporting analysts, offering constructive feedback and guidance to support professional growth.
  

PROCESS IMPROVEMENT AND EFFICIENCY ENHANCEMENT

• Identification of Improvement Opportunities:Analyze existing reporting processes to identify inefficiencies and areas for improvement based on data insights.
  Implement process changes that enhance the efficiency and accuracy of reporting practices within the team.
• Collaboration for Enhanced Reporting Tools:Collaborate with supervisors, managers, IT, and technical teams to ensure the smooth functioning of reporting tools and systems.
  Work on integrating new technologies and methodologies that streamline data collection and reporting processes.
  

COMMUNICATION AND STAKEHOLDER ENGAGEMENT

• Presenting Findings to Senior Management:Prepare and deliver presentations to senior management that summarize key findings, insights, and recommendations derived from data analysis.
  Foster strong relationships with stakeholders to ensure their reporting needs are understood and met effectively.
  

PROACTIVE APPROACH TO REPORTING

• Continuous Improvement and Innovation:Maintain a proactive approach to identifying trends and changes in the call center environment, adjusting reporting practices accordingly.
  Seek feedback from management and team members to continuously enhance reporting methodologies and deliverables.
  

COMPLIANCE AND REGULATORY OVERSIGHT

• Ensuring Compliance with Environmental Laws:Monitor and enforce adherence to environmental laws and regulations, particularly those set by the Department of Environment and Natural Resources (DENR).
  Stay informed about changes in environmental legislation and best practices to ensure the organization remains compliant.
  

ENVIRONMENTAL PERFORMANCE MONITORING

• Monitoring Environmental Performance:Conduct regular assessments of the organization's environmental performance, identifying areas of non-compliance or potential improvement.
  Utilize various monitoring tools and techniques to track emissions, waste disposal, and other environmental metrics.
  

WASTE MANAGEMENT AND DISPOSAL

• Managing Waste Disposal:Oversee the proper disposal of hazardous and non-hazardous waste in accordance with environmental regulations.
  Implement waste reduction strategies and promote recycling initiatives within the organization.
  

POLLUTION CONTROL MEASURES

• Implementing Pollution Control Measures:Develop and enforce pollution control plans aimed at minimizing environmental impact.
  Collaborate with relevant departments to ensure effective implementation of pollution control technologies and practices.
  

ENVIRONMENTAL MANAGEMENT SYSTEM (EMS) MAINTENANCE

• Maintaining the Environmental Management System (EMS):Oversee the implementation and continuous improvement of the EMS to enhance environmental performance.
  Conduct internal audits of the EMS to ensure its effectiveness and compliance with applicable standards.
  

REPORTING AND DOCUMENTATION

• Preparation and Submission of Regulatory Reports:Compile and submit accurate and timely regulatory reports to government agencies, documenting compliance efforts and environmental performance.
  Maintain thorough documentation of environmental assessments, incidents, and corrective actions taken.
  

TRAINING AND AWARENESS

• Conducting Environmental Training for Employees:Develop and deliver training programs to educate employees on environmental policies, procedures, and best practices.
  Foster a culture of environmental responsibility within the organization through ongoing training and awareness initiatives.
  

LIAISON WITH GOVERNMENT AGENCIES

• Serving as Liaison with Government Agencies:Act as the primary point of contact between the organization and relevant government agencies, ensuring effective communication and collaboration.
  Address inquiries and provide information to government representatives regarding the organization's environmental practices and compliance status.
  

FINANCIAL TASK MANAGEMENT

• Processing Invoices:Manage the timely and accurate processing of vendor and client invoices, ensuring all transactions are recorded correctly.
  Verify the accuracy of billing information and resolve any discrepancies with vendors or clients.
• Handling Accounts Payable and Receivable:Monitor and manage accounts payable, ensuring timely payments to suppliers while maintaining cash flow.
  Oversee accounts receivable, tracking outstanding invoices and following up on overdue accounts to ensure timely collection.
  

FINANCIAL RECORD MAINTENANCE

• Maintaining Accurate Financial Records:Ensure all financial transactions are accurately recorded in the accounting system, adhering to established accounting principles.
  Maintain organized financial records to facilitate audits and financial reviews.
• Reconciling Bank Statements:Perform monthly bank reconciliations to ensure that financial records align with bank statements.
  Identify and resolve discrepancies in a timely manner to maintain accurate financial reporting.
  

PAYROLL PROCESSING

• Assisting with Payroll Processing:Support the payroll process by ensuring accurate data entry of employee hours, deductions, and other relevant information.
  Collaborate with the HR team to ensure timely and accurate payroll disbursement.
  

COMPLIANCE AND REPORTING

• Ensuring Compliance with Philippine Accounting Standards:Adhere to the Philippine Financial Reporting Standards (PFRS) and other relevant financial regulations to ensure compliance with local laws.
  Assist in preparing for audits conducted by the Bureau of Internal Revenue (BIR) and other regulatory bodies, ensuring all financial practices meet regulatory standards.
• Supporting Budgeting and Financial Reporting:Assist the finance team in the budgeting process by providing accurate financial data and insights.
  Prepare and contribute to financial statements and reports that comply with local regulations, providing key metrics to support management decision-making.
  

CONTRIBUTING TO ORGANIZATIONAL FINANCIAL HEALTH

• Collaboration with Finance Team:Work closely with the finance team to identify financial trends and provide recommendations for improvement.
  Contribute to financial health initiatives by supporting strategic financial planning and resource allocation.
  

IMPORT AND EXPORT OPERATIONS MANAGEMENT

• Coordinating Fabric Shipments:Oversee the scheduling and coordination of all fabric shipments, ensuring timely delivery to meet production schedules.
  Collaborate with suppliers and logistics providers to streamline shipping processes and enhance efficiency.
• Ensuring Compliance with International Trade Regulations:Stay updated on relevant international trade regulations, tariffs, and compliance requirements to avoid delays and penalties.
  Implement best practices to ensure that all import and export activities comply with legal standards.
  

CUSTOMS DOCUMENTATION AND NEGOTIATION

• Handling Customs Documentation:Prepare and submit necessary customs documentation for all import and export activities, ensuring accuracy and completeness.
  Work closely with customs brokers to facilitate the clearance of goods through customs.
• Negotiating with Suppliers and Logistics Providers:Establish and maintain strong relationships with suppliers and logistics partners to negotiate favorable terms and pricing.
  Conduct regular evaluations of supplier performance to ensure quality and reliability.
  

SUPPLY CHAIN OPTIMIZATION

• Optimizing Supply Chain Processes:Analyze and improve supply chain processes to enhance operational efficiency and reduce costs.
  Identify opportunities for automation and streamlining workflows within the import and export functions.
• Resolving Shipping and Customs Issues:Address and resolve any shipping delays or customs issues that arise, ensuring minimal disruption to operations.
  Collaborate with relevant stakeholders to implement corrective actions and prevent future issues.
  

INVENTORY MONITORING AND OPERATIONAL EFFICIENCY

• Monitoring Inventory Levels:Track inventory levels of imported fabrics to ensure sufficient stock is maintained for production needs.
  Implement inventory management strategies to minimize excess stock and reduce carrying costs.
• Enhancing Operational Efficiency and Cost-Effectiveness:Evaluate operational processes regularly to identify areas for improvement and implement best practices.
  Develop strategies to reduce costs while maintaining quality and efficiency in import and export operations.
  

HUMAN RESOURCES MANAGEMENT

• Recruiting and Onboarding New Employees:Manage the end-to-end recruitment process, including job postings, screening candidates, and conducting interviews.
  Develop and implement onboarding programs to ensure new hires are effectively integrated into the company.
• Handling Employee Relations:Serve as a point of contact for employee inquiries and concerns, fostering a positive workplace culture.
  Address employee grievances and conflicts in a timely and effective manner, promoting a harmonious work environment.
• Maintaining HR Records:Ensure accurate and up-to-date maintenance of employee records, including personal information, performance evaluations, and disciplinary actions.
  Implement and manage HR information systems to streamline record-keeping and reporting processes.
  

ADMINISTRATIVE FUNCTIONS

• Managing Office Supplies:Oversee the procurement and inventory of office supplies, ensuring that resources are available for staff.
  Establish relationships with vendors to negotiate favorable terms and pricing for office supplies.
• Coordinating Meetings and Events:Organize and coordinate meetings, training sessions, and company events, ensuring all logistics are handled efficiently.
  Prepare meeting agendas and materials, and document minutes and action items for follow-up.
• Supporting Administrative Tasks:Assist with various administrative functions to ensure smooth daily operations, including managing correspondence and scheduling appointments.
  Provide support to other departments as needed, contributing to a collaborative workplace environment.
  

PAYROLL AND BENEFITS ADMINISTRATION

• Assisting with Payroll Processing:Support the payroll process by ensuring accurate data entry of employee hours, deductions, and benefits.
  Collaborate with the finance team to ensure timely and accurate payroll disbursement.
• Benefits Administration:Manage employee benefits programs, including health insurance and retirement plans, ensuring compliance with regulations.
  Provide information and assistance to employees regarding their benefits options and enrollment processes.
  

COMPLIANCE WITH LABOR LAWS

• Ensuring Compliance with Labor Laws:Stay informed about relevant labor laws and regulations, ensuring that company policies are in alignment.
  Assist in conducting audits and assessments to maintain compliance with labor regulations and reporting requirements.
  

CUSTOMER SUPPORT AND TROUBLESHOOTING

• Providing Comprehensive Customer Support:Assist customers with telecommunications services by understanding their needs and providing appropriate solutions.
  Respond to inquiries through various channels, ensuring prompt and courteous service to enhance customer satisfaction.
• Troubleshooting Technical Issues:Diagnose and resolve hardware and software issues affecting telecommunications services, guiding customers step-by-step through troubleshooting processes.
  Utilize technical knowledge and tools to identify solutions efficiently, ensuring minimal disruption to the customer's service.
  

BILLING AND ACCOUNT MANAGEMENT

• Assisting with Billing and Payments:Address billing inquiries and discrepancies, ensuring accurate account management and customer satisfaction.
  Provide guidance on payment processes, account charges, and service plans to help customers make informed decisions.
• Resolving Inquiries and Discrepancies:Investigate and resolve account-related issues promptly, maintaining detailed records of customer interactions and resolutions.
  Collaborate with other departments to address complex billing issues and provide comprehensive solutions.
  

CASE DOCUMENTATION AND ESCALATION

• Documenting Support Cases:Maintain accurate records of customer interactions and support cases, ensuring that all relevant information is documented in the system.
  Update the knowledge base with new solutions and insights gained from customer interactions to improve future service efficiency.
• Escalating Complex Issues:Identify and escalate complex technical issues to specialized teams for further investigation and resolution.
  Communicate effectively with both customers and technical teams to ensure that escalated issues are addressed promptly.
  

SERVICE EFFICIENCY AND COMMUNICATION

• Updating the Knowledge Base:Contribute to the development and maintenance of a comprehensive knowledge base, documenting common issues and effective solutions.
  Share insights with team members to enhance overall service efficiency and support effectiveness.
• Delivering Prompt, Effective Resolutions:Focus on providing timely and effective resolutions to customer inquiries and technical issues, minimizing downtime and frustration.
  Maintain clear and supportive communication with customers throughout the support process to ensure a positive experience.
  

UPSELLING INTERNET PACKAGES

• Identifying Upselling Opportunities:Engage with customers to identify their needs and recommend appropriate internet packages based on their usage and preferences.
  Highlight the benefits of upgraded packages, such as faster speeds and additional features, to encourage customer interest.
• Facilitating Upsell Transactions:Guide customers through the process of upgrading their internet packages, ensuring a seamless transition and understanding of the new offerings.
  Provide clear explanations of pricing, terms, and conditions associated with the upsold packages to facilitate informed decision-making.
  

ENGINEERING SUPPORT AND TECHNICAL ASSISTANCE

• Supporting Engineering Projects:Assist with various engineering projects by performing technical tasks and contributing to data analysis.
  Collaborate with the engineering team to ensure project goals are met effectively and efficiently.
• Troubleshooting Network Issues:Identify and resolve network-related problems, utilizing diagnostic tools and techniques to restore service promptly.
  Provide technical support to team members and stakeholders to minimize downtime and enhance network reliability.
  

SYSTEM UPGRADES AND INSTALLATIONS

• Participating in System Upgrades:Assist in upgrading existing systems to improve performance, efficiency, and reliability.
  Learn about the latest technologies and methodologies in network engineering through hands-on involvement in upgrade projects.
• Helping with Equipment Installations and Maintenance:Participate in the installation of new equipment and ensure proper setup and configuration for optimal performance.
  Assist with routine maintenance tasks to ensure that systems and equipment remain operational and up to date.
  

DOCUMENTATION AND LEARNING

• Contributing to Project Documentation:Maintain accurate and detailed documentation for engineering projects, including installation guides, troubleshooting procedures, and project updates.
  Help create user manuals and technical documents to facilitate knowledge sharing and training within the team.
• Gaining Hands-on Experience in Engineering Processes:Learn about network infrastructure and engineering processes through direct involvement in various projects.
  Engage with mentors and experienced engineers to deepen understanding of best practices and technical concepts.