Lhora V

• Managing a team of Account Managers who supports and assist on corporate accounts • Ensures that high-quality service is being provided to client accounts through the account executives and to enhance client relationships. • Involved in project management, strategic vision and industry development • Attends to all pre and post sales meetings over the phone with management and clients if necessary • Reviews all major deliverables (i.e. strategic brief, function spec, tech spec, etc.) to ensure quality standards and client expectations are met. • Ensures that client issues are dealt with in an efficient manner, informing the Account Director or Managing Director of any problems that may arise. • Works closely with the project team in order to maintain a continuous knowledge of project status in order to identify potential issues and/or opportunities within or related to the project. • Ensures that all processes and procedures are completed, quality standards are met, and that projects are profitable. • Aware and in pursuit of opportunities for account growth and new business, involving the Account Director and Sales support. • Communicates the client's goals and represent the client's interests to the team.

• Providing support to the Customer Service Level 1 staff • Responsible for customer service supervisor calls • Worked with management in the development of new processes and implementation of the new processes. • Assisted in the development of new policies and procedures. • Assisted in the training of new customer service representatives and associates. • Performed research surveys on customer needs and requirements. • Prepared weekly escalation reports for the team and the management • Responsible for all the Customer Service Callbacks • Handles managerial call if necessary

• Handled 2 Sales Teams compose of 52 staff with different level of business (Internet and Mobile) • Managing 7 point persons assigned within the entire Sales Team • Directly reporting to the product manager • Provide training on how to effectively sell the product • Motivate and inspire team members to help them be comfortable at work and be effective sellers • Encourage the team to have focus on the tasks at hand especially on customer’s needs • Encourage creativity, risk-taking, and constant improvement in dealing with customers • Monitor sales daily target and ensure that it is met • Create an environment with an orientation of trust, open communication, creative thinking and cohesive team effort • Lead by being a role model in terms of behavior, discipline, commitment, quality service and productivity • Coach and help develop team members; resolve internal team conflicts by intervening when necessary to aid the group in resolving issues • Facilitate problem solving and collaboration • Provide team leadership training • Maintain healthy group dynamics • Recognize the accomplishments of the whole team and its individual member for an exceptional performance • Assure that the team addresses all relevant issues within the specifications and various standards • Provide necessary business information to staff and customers • Serve as meeting manager or chairman • Coordinate with team logistics • Provide status reporting of team activities based on the program plan or schedule • Keep the project manager and product committee informed of task accomplishment, issues and status

• Troubleshoot connectivity and email issues • Supervised Average Handling Time (AHT) metric for the team • Led by example to coach underachieving colleagues in customer communication and making the customer feel welcome and appreciated

• Worked as a Directory Assistant for US and Canada based customers • Provide direction, telephone numbers, and general information to customers

• Troubleshoot hardware components for Dell Computers • Analyzed, identified, and resolved software conflicts • Generated return customers by offering attentive and personalized service.