Midware Technologies

• Monitor financial status by comparing datasets with projections • Improve fiscal health with thorough analyses of financial data: develop deep, actionable insights to drive business performance by monitoring variances and identifying trends • Develop forecast models based on comparative performance metrics and implement improvements as the business grows • Develop business cases to support pricing decisions and create innovative strategies for cost reduction • Establish and guide restructured cost analysis using fresh policies and procedures • Work directly with VP of finance on various planning exercises, such as forecasting, budgets, profitability analysis, and reporting • Assist in the monthly close process by analyzing trends and variances related to revenue, and compare and correct data to reconcile transactions • Develop and maintain confidential, protected databases to monitor business performance, and provide managers with insights into risks and opportunities • Coordinate requirements for efficient, automated accounting to increase productivity and ensure verified backups • Uphold standards through consolidation of quarterly reporting packages and thorough internal analysis of financial data • Strive to advance personal skill set through networking, workshops, and other educational opportunities

• Create detailed business plans designed to attain predetermined goals and quotas • Manage the entire sales cycle from finding a client to securing a deal • Unearth new sales opportunities through networking and turn them into long-term partnerships • Present products to prospective clients • Provide professional after-sales support to maximize customer loyalty • Remain in regular contact with your clients to understand and meet their needs • Respond to complaints and resolve issues to the customers satisfaction and to maintain the companys reputation • Negotiate agreements and keep records of sales and data

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products. • Ensuring agents understand and comply with all call center objectives, performance standards, and policies. • Answering agent questions regarding best practices or difficult calls. • Identifying operational issues and suggesting possible improvements. • Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary. • Preparing reports and analyzing data to assist management as they determine call center goals. • Working with other supervisors and management team members to support agents and maximize customer satisfaction.

• Provide assistance to clients in person, on email, or telephonically. • Schedule meetings or telephone conferences between clients and management. • Book meeting rooms or venues. • Coordinate the production of client-facing marketing materials. • Compile and maintain records on client accounts. • Screen feedback and requests form clients and liaise with relevant departments within the organization to provide solutions. • Escalate complaints to relevant departments. • Liaise with in-house teams to adjust service offerings and assess related costs. • Build and maintain close relationships with clients.

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns • De-escalate situations involving dissatisfied customers, offering patient assistance and support • Call clients and customers to inform them about the companys new products, services and policies • Guide callers through troubleshooting, navigating the company site or using the products or services • Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items • Collaborate with other call center professionals to improve customer service • Help to train new employees and inform them about the companys customer management policies

• Provide quick and effective assistance with information technology systems • Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance • Listen attentively to customers questions and concerns and offer optimal solutions • Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel • Work with desktop support engineers to provide customers with superior service • Represent with professionalism and integrity while helping to advance our company mission • Respond to tech inquiries via email, through online chats, over the phone, or in person • Inform customers about IT products and services • Walk customers step-by-step through the problem-solving process • Help with troubleshooting hardware and software • Follow up with customers to ensure satisfactory service • Communicate customer feedback to the appropriate internal team members

• Ensuring employees know what benefits are offered by the company. • Assisting employees with the enrollment process for savings and insurance schemes. • Answering any questions employees have about their benefits. • Communicating with insurance and savings providers to resolve issues. • Conducting presentations that educate employees about their benefits. • Informing employees about any changes to the benefits structure. • Keeping up-to-date records of each employee's benefits profile. • Calculating what the cost to company is for each benefit offered.

• Developing a team of highly professional and motivated Consultants • By personal example lead the adoption of the company vision and values • Effectively lead and manage people, processes and technology to facilitate the delivery of excellence in service, operational and productivity efficiencies, people performance and achievement of financial budgets, while ensuring the contact centre is a place where people want to work • Monitor and increase NPS scores within the direct team through utilisation and coaching • Proactively manage change and coach the team through a change management process • Foster effective relationships with other business units to ensure the success of business initiatives • Work closely with the team, motivating and coaching them • Hosting 1-2-1s and team meetings • Keeping up to date with business development and new product lines • Ensure training and development plans are maintained for all team members • Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved • Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team • Work with the management team to identify and deliver positive change and business efficiencies

• Respond to customer queries in a timely and accurate way, via phone, email or chat • Identify customer needs and help customers use specific features • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users) • Update our internal databases with information about technical issues and useful discussions with customers • Monitor customer complaints on social media and reach out to provide assistance • Share feature requests and effective workarounds with team members • Inform customers about new features and functionalities • Follow up with customers to ensure their technical issues are resolved • Gather customer feedback and share with our Product, Sales and Marketing teams • Assist in training junior Customer Support Representatives