VIP Service Management Expert

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.##
** Job Description
** End-to-End (E2E) Service Management Expert with proven expertise in overseeing service network performance for High Value Cabinets and delivering superior customer experience for VVIP and High-Value Customers in Fixed Broadband Services across multiple technologies (VDSL, GPON, LTE@Home). Skilled in proactive monitoring and analytics, with strong capabilities in issue analysis, resolution of escalated customer complaints, and ensuring rapid service recovery. Adept at cross-domain collaboration to facilitate seamless resolution of network concerns and uphold premium service standards.
** Job Description*
* · Manage, analyze, and process V/VIP technical service complaints tickets for wireline products.
· Monitor complaints trend including degradation in service KPIs. Advise partners of service affecting issues through service advisories
· Manage resolution of escalated V/VIP Broadband customer issues
· Drive immediate solution to V/VIP customer issue endorsed by, SLT. NTG/Business Mancom, EG/SG/ Platinum, Exec Endorsed, Service Desk and CXM, CLSG, SAQ, Stores, etc.
· Level 2 support to TAC to resolve related V/VIP customer issue.
· Monitor, follow through and ensure closure of all V/VIP complaints for Broadband
· Support Incident Management
· Follow up on V/VIP complaints, aging tickets and escalations from Business team and Service Desk. Ensure aging V/VIP service tickets have resolution & timeline
· Facilitate meetings for escalated & V/VIP Broadband customer issues
· Join technical bridge /meeting to provide input on incident, restoration, call technical bridge for aging V/VIP tickets
· Join management bridge to provide visibility to a body of cross-division upper managers of aging V/VIP incidents.
· Onsite support if needed
· Support Problem Management
· Creation, follow through and closure of Problem Ticket based on agreed criteria
· Identify customer issues triggered by Broadband complaints and validate in tools and provide input to proponent to create initiatives to resolve recurring V/VIP issues.
· Support VIP customer experience monitoring and testing
· Monitor customer experience of V/VIP Broadband customers and generate reports and flag issues seen to pertinent support groups for timely resolution
· Ensure that V/VIP subscribers get the best possible customer experience from Globe’s network
· Updating of V/VIP Mobile subscriber issue tracker.
· Analyze VIPs frequently experiencing failures and create V/VIP Mobile Hotspots.
· Support and provide report needed for V/VIP subscriber experience to SRP, SMRB, NTG Man Com and all pertinent support groups
· Support initiatives internal/external to SMD that has impact on customer experience improvement.
· Liaise with support group such as Exec/ Icon, ROC, NOC, BAPE, FO CFS, ISG and CFU’s for V/VIP related customer issues
· Provide pro-active recommendations to Product, Business and Engineering to improve current performance of VIP customers in the complaint area.
· Leverage existing tools to share reports with Business teams and help manage V/VIP churn and complaints.
· Ensure SLAs and KPIs are met with regards to subs QoE KPIs
· Obtain SLA target for VIP complaints handling and resolution
· Continuous reduction of V/VIP Broadband customer issue based on complaints within the agreed variance.
· Weekly, and Monthly Service Performance Reports (e.g. Quality KPI Metrics Report)
· Recommendations (Report) to resolve issues on network or service problems, degradation & disruption submitted to other departments or divisions.
· Provides ad-hoc reports (on KPI assessment) to external NTG teams requiring network performance data
· Resolved network performance/quality issues
· Improved KPIs of VIP/HVC and Gold Cabinets
· Escalation Report issued to concerned parties pertaining to network or service problems, degradation & disruption. The Escalation Report’s major contents are as follows:o   Issueso   Action pointso   Ageing (unresolved items), ando  …