Kenneth Sjiem Fat

Provided comprehensive 24/7 care for our mother, encompassing personal care, medication management, and coordination of a care team, including two part-time nurses. Responsibilities included direct care provision, scheduling, communication with medical professionals, and ensuring a comfortable and supportive environment for 11 years.

• Contacted referrals and outside agencies on behalf of the family to follow up on provided services.

• Used ticketing systems to manage and process support actions and requests.
• Provided Tier 1 IT support to non-technical internal users through desk-side support services.
• Compiled and accurately entered data for each customer encounter to record in the system.
• Recruited, trained, and supported help desk technicians and representatives.
• Reviewed employee performance and surveyed customers to determine areas for improvement.
• Provided Tier 1 IT support to non-technical internal users through desk-side support services.

• Managed escalations effectively, resolving complex technical issues promptly and professionally.
• Enhanced customer satisfaction rates by consistently providing exceptional support and timely resolutions to issues.
• Boosted employee engagement levels by recognizing outstanding performances and fostering a positive work environment.
• Established clear communication channels within the team, fostering a culture of collaboration and accountability.
• Streamlined service desk operations by implementing efficient processes and workflows.

• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Compiled and accurately entered data for each customer encounter to record in system.
• Recruited, trained and supported help desk technicians and representatives.
• Provided basic end-user troubleshooting and desktop support.
• Managed help desk consisting of 6 employees and conducted performance evaluations.
• Scheduled staff and delivered training materials and information.

• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Trained team members on performance metrics and consumer behavior identification.
• Developed process controls and metrics for daily management of call center.
• Enhanced team performance with consistent coaching, feedback, and development opportunities.
• Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
• Reduced average handle time through the implementation of effective call handling techniques and scripts.
• Created team rotations to manage the center effectively during peak hours.