SHAQ - Helpdesk Manager

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  • Hi! My name is Shahrukh, a manager at Uneekz. Our operations are based on the HDI portfolio guidelines and offer role-based training as follows:  1.) We aim to improve customer service ratings determined by customer satisfaction surveys. 2.) Increase employee gratification and retention.3.) Documenting and improving performance targets and results by 45%. 4.)  Continuously focus on customer service improvement results by 25% by reducing the number of unresolved calls by their age over the last 3 months
  • Our ​Mission: ​ To provide excellent IT services and give users confidence on handling IT issues on their own. Our Vision:   To create a healthy environment where users feel safe to troubleshoot basic IT issues independently and to be recognized as an excellent service provider in Canada. ​
  • SMART GOAL 1:   Improve customer service ratings by at least 20%, as determined by customer satisfaction surveys. HOW TO ACHIEVE CUSTOMER BENEFIT: By improving service rating, it will allow us to make the customers feel important because they will know that their feedback is valued.
  • SMART GOAL 2: Increase employee gratification and retention HOW TO ACHIEVE CUSTOMER BENEFIT:  Happy and Content employees leads to long term employees which in turn helps us provide excellent service to our customers and expand our business both employee-wise, and client-wise.
  • SMART GOAL 3:  Documenting and improving performance targets and results HOW TO ACHIEVE CUSTOMER BENEFIT: Staff satisfaction is key here and company focus will be to ensure a satisfied staff so that each client will receive the same high level of customer service excellence.
  • SMART GOAL 4: Continuously focus on customer service improvement results by reducing the number of unresolved calls by their age over the last 3 months. HOW TO ACHIEVE CUSTOMER BENEFIT:Customers will receive fast turn-around time on service requests by reducing the number of unresolved service requests by age. With that said, thank you for reading. Your feedback is appreciated.
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