Experience

DFO Global Performance Commerce

• United States
• Advertising Services
• 1 - 100 Employee

• Business Development Specialist

  • Aug 2019 - Present

  Develop daily and weekly prospecting plan to support our global sales force. Use internal tools and software to understand and review product advertising strategies on various platforms. Perform targeted research to identify new clients and partners in specific markets (with the support of a highly innovative marketing team in the U.S., Canada, Europe and Asia) Support sales teams by vetting incoming lead queues and assigning them to the correct teams. Support the Amazon and SEO teams by performing research as needed. Manage and optimize workflows by ensuring proper execution of business processes based on the best workflow management practices. Support the development of assets for Amazon by collaborating with related departments in organizing and delivering project requirements



Strong Current Enterprises Limited

• United States
• Consumer Electronics
• 1 - 100 Employee

• Team Leader

  • Mar 2018 - Jul 2019

  Mentor, train and develop existing and new staff through coaching, the provision of constructive feedback, counselling, and recognition. Help manage our customer service division for phone related inbound and outbound customer support in our rapidly growing E-Commerce division.Manage everyday customer escalations and take proactive measures to meet service level requirements and resolve service requests.Show your people skills including all HR-related concerns, as well as staff development. Managing the floor, adherence to schedule, ownership and problem resolution, call monitoring, coaching and agent feedback.

• Quality Analyst

  • Dec 2017 - Mar 2018

  Provide meaningful and effective coaching, training and feedback to Customer Service Representatives Perform side-by-side sessions and provide real-time feedback to agents.Participate in team meetings to share quality and behavioral trends.Keep abreast of operational changes and maintain a working knowledge of products and services.

• Email Customer Service

  • Jul 2014 - Dec 2017

  Handles customer service questions and issues via our website, email, and social media platformsManage customer service database and facilitate timely contact with customersPrepare customer service reports to management



Maersk Global Service Centres

• India
• Outsourcing/Offshoring
• 100 - 200 Employee

• Process Expert

  • Jan 2010 - Feb 2014

  To execute the export customer service processes as per global design To monitor own performance against KPIs and take corrective action where necessary To contribute to teams optimal performance Phone call/Chat attendance (Where applicable) Complete booking process, complying with SLAs and global process design. To execute the export customer service processes as per global design To monitor own performance against KPIs and take corrective action where necessary To contribute to teams optimal performance Phone call/Chat attendance (Where applicable) Complete booking process, complying with SLAs and global process design.



Delta Air Lines

• United States
• Airlines and Aviation
• 700 & Above Employee

• Reservations Agent

  • Nov 2008 - Feb 2009

  Make and confirm reservations for passengers on scheduled airline flights Arrange reservations and routing for passengers at request using timetables, airline manuals, reference guides, and tariff book. Types requested flight number on keyboard of on-line computer reservation system and scans screen to determine space availability. Provide information about airport security and baggage requirements. Make and confirm reservations for passengers on scheduled airline flights Arrange reservations and routing for passengers at request using timetables, airline manuals, reference guides, and tariff book. Types requested flight number on keyboard of on-line computer reservation system and scans screen to determine space availability. Provide information about airport security and baggage requirements.



Cathay Pacific Airways

• Hong Kong
• Airlines and Aviation
• 700 & Above Employee

• Passenger Service Agent

  • Aug 2007 - May 2008

  Work intensively with the public, answering questions and assisting before and after flight. Verify passenger identification, printing boarding passes and helping travelers to check in their baggage at ticket. Ensuring the delivery of baggage and conducting security screenings of passengers are sometimes required. Work at departure and arrival gates wherein tickets are checked, verify passenger counts and announce boarding sections. Assist those needing special attention, including the elderly and unaccompanied minors, as well as passengers who have missed their flights or hold tickets on flights which are oversold.