Lienboi Kilong

I am currently working as an Assistant Manager,Operations with US telecom provider T-Mobile. Having an experience of 4+ years as a Process Trainer, I am tasked with handling Training and Quality as well. And with 4+years as AM Operations, I am also tasked in handling a team of 15 to 18 members.

• Conducted performance reviews to evaluate and enhance individual team member progress.
• Fostered a collaborative work environment that encouraged teamwork and open communication.
• Provided coaching and feedback on employee performance, encouraging professional development.
• Established clear expectations for employees, providing guidance when needed.
• Designed strategies for effective problem solving and conflict resolution among team members.
• Analyzed data from various sources to identify areas of improvement in the department's operations.
• Supported daily operations by coordinating team schedules and workflow processes.
• Conducted regular audits of operational processes to maintain compliance with standards.
• Facilitated team meetings to discuss challenges, share updates, and plan initiatives.
• Coached employees to work together to carry out daily functions and meet service objectives.
• Collaborated with other teams within the organization to ensure smooth functioning of day-to-day operations.
• Led daily meetings with staff members to identify areas of focus, cover policy changes and facilitate positive communication.
• Manage the SLA and also look closely at Attrition control through strategic planning and implementation.

• Resolved customer inquiries in a timely manner.
• Provided timely support to customers via phone and email communication.
• Resolved customer inquiries and issues using company knowledge base effectively.
• Assisted customers with product installation and setup.
• Documented customer interactions in the CRM system for future reference.
• Maintained records of customer interactions and transactions.
• Maintained up-to-date knowledge of products and services offered by the company.
• Participated in team meetings to contribute ideas for improving customer satisfaction.
• Responded to customer feedback and suggestions.

• Conducted quality reviews to ensure compliance with client standards.
• Analyzed data from quality assessments to identify trends and issues.
• Conducted root cause analysis to investigate the source of problems in the production process.
• Maintained records of inspection results, test data, and other relevant information.
• Conducted root cause analysis to investigate the source of problems in the production process.
• Trained personnel on proper use of tools, equipment, materials, and software used for quality assurance purposes.
• Worked with off-site teams to complete timely tests and facilitate smooth product releases.