PAUL BRIAN

- Manage large amounts of incoming phone calls

- Provide accurate, valid and complete information by using the right methods

- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

- Keep records of customer interactions, process customer accounts and file documents

- Troubleshooting

- Escalate email to next level

Reset Network Settings

- Keep track of assigned accounts to identify outstanding debts

- Plan course of action to recover outstanding payments

- Negotiate payoff deadlines or payment plans

- Update account status and database regularly

- Comply with requirements when legal action is unavoidable

Promote Deuter bag , Coleman and Suunto watches

- handling stock management to be allocated for dispatching it to customers. Ensure to packaging item are being made ready for delivery.

- managing the customers complaints through tickets. Customers cancel and lost items are being traced and managed by completing the paper works required. Validation on return items.

- managing the attendance of riders and drivers. Authorize to give warning letter and coaching form for the couriers being in-charge on delivery target achieved

- in charge of briefings on daily basis for all the staffs

- managing the entire process that are being carried out in the hub on daily basis

communicate with the other hubs on the processes (networking)

- be the first line manager for dispatcher, driver and admin.

- prepare the manpower scheduling for the entire branch.

- marketing the service provided to customers and boosting up the sales by searching for potential customers.

- handling stock management to be allocated for dispatching it to customers. Ensure to packaging item are being made ready for delivery.

- managing the attendance of riders and drivers. Authorize to give warning letter and coaching form for the couriers.

- being in-charge on delivery target achieved

- in charge of briefings on daily basis for all the staffs

- managing the entire process that are being carried out in the branch on daily basis

- communicate with the other gateway on the processes (networking)

- Prepare the manpower scheduling for the branches under my supervision.

- Train the staffs on how to market their service to customers to hike up the sales.

- set the target to each branch supervisor and work along with them to achieve it.

- find potential customers and approach them with an attractive package.

- solve any sort of problems faced by the branches under my supervision personally.

- special handling for VIP customers.

- monitor the process of the branches and have weekly meetings with the supervisors to enhance the process.

Manage Human Resource Dept

- Recruitment - Interview

- Salary/KPI - set KPI and evaluate each staff.

- Attendance - monitor, prepare full- length report and leave approval for all staff.

Manage Quality Control Dept

- CRM Analysis (customer complaint platform)

- Solve problematic parcel issues.

- weekly meeting on performance and problem facing.

Manage Operation Dept

- Planning strategic manpower arrangement (24/7)

- Planning schedule for management team

- weekly meeting referring performance and problem solving.

- Monitor the operation running.

- Generate daily statistic report.

- Generate monthly performance report.

Manage Admin dept

- audit inventory stocks in and out provided by admin staff.

- handle the problematic situation that could not be solved by the admin staffs

• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
• Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
• Optimized resource allocation to maximize overall team output while minimizing costs.