Embed Size (px)
Citation preview
1 | C.E.C. Tech. Industries, March 2013
Consultancy and Training for Business Optimization
(Profile)
Eurisca Chandler Contact Information
Principal P. O. Box GM896, Castries,
St. Lucia
Telephone: 758.452.5517
Mobile: 1.758.484.1147
Email: [email protected]
Website:www.cectechindustries.yolasite.com
Please call us to discuss how we can help your business succeed!
2 | C.E.C. Tech. Industries, March 2013
Table of Contents
(Profile) ........................................................................................................................................................ 1
Principal Trainer Profile ................................................................................................................................ 3
Corporate Overview ..................................................................................................................................... 4
Process Re-Engineering ............................................................................................................................ 4
Leadership Development .......................................................................................................................... 6
Our List of Business Training Courses ........................................................................................................... 7
...................................................................................................................................................................... 7
3 | C.E.C. Tech. Industries, March 2013
Eurisca Chandler
Eurisca is a Customer Operations Performance Center (COPC) Registered Coordinator for Customer
Service and Business Processes. She is also a Micro-Computer Specialist, Microsoft Certified Systems
Engineer (Internet) with a concentration in Computer Software Training. She has spent over 16 years in
the telecommunications industry in Operations, (Business Process Re-engineering, Project and
Performance Management), IT (Desktop Optimization, Internet Support and Enhancement) for internal
and external customer businesses. She has led cross-functional teams towards change, managed annual
capital projects within scope, time and cost. She has increased proficiency by implementing best
practices to meet and exceed business targets. She has delivered end-user training to local and
international companies including multinational corporations such as Cable & Wireless (LIME). In the
last 20 months, Eurisca has worked with the Bahamas Telephone Company to drive improve the
customer experience in the following areas:
Led process design and documentation for Next Generation Network (NGN) Migration, Mobile
Repositioning, Access Care (Genband) Deployment, MPLS Process, Contact Center Draft SLA,
Top Up Kiosk, ICcare Prepaid Customer Portal, HLR Migration,
Provided Customer Care Training for the Contact Center (Emotional Intelligence)
Project managed the implementation exercise for new Application for Service Customer
Contracts in Retail (reduced 13 forms to 4 for all services)
Supported the development of process and policies for the implementation of the first BTC
Franchise model in the Bahamas Led the Customer Experience Process Re-engineering exercise
for the launch of 4G and Comverse (Customer Service Client) systems; Launch of Online Sales
Portal
Documented and re-engineered over 16 end-to-end processes, developed training manuals for
Retail employees; conducted training in Nassau and Freeport;
Re-engineered “Business as usual” processes across several departments
Principal Trainer Profile
4 | C.E.C. Tech. Industries, March 2013
Process Re-Engineering
C.E.C. Tech. Industry provides consultancy and training services to businesses, maximizing employee
productivity and process work-flow. Almost every business will benefit from our programme offerings.
If your business performs one or more of the following operations, then this is for you.
Type of Customer Service Provider Type of Operation
Inbound/outbound Customer Contact
Centers
often referred to as “call centers”
Business Process Operations records management, claims processing,
redemptions
Transaction/Information Processing
Centers, Retail
non-electric transactions such as mail, back-office
and administrative functions
Fulfillment Centers Warehousing, light assembly and pick up,
shipping activities
Remittance Processing Centers Bill payments, cash receipts
Field Service Operations Dispatch service technicians to end-user customer
locations for repair or replacement or products
covered by warranty
Returns Processing Computers, electronic goods, etc.
One of the problems that exist among businesses today is the lack of visibility, knowledge and
understanding of the company’s mission and vision statements and as a result employee behavior does
not match the company’s direction.
Our consulting is developed to help businesses consistently achieve their targets; improve where targets
are not met and set new standards and performance measurements that will propel them to the next level
of development. Once implemented well, our training will help companies do the following:
1. Create Profitability
Corporate Overview
5 | C.E.C. Tech. Industries, March 2013
Cost Reduction and process improvement. Revenue improves as service and quality are
improved. Many companies are able to increase the accuracy and speed of the service if
bottlenecks are removed and staff is empowered to make necessary changes to processes.
2. Increase Customer Satisfaction
As staffs are empowered, quality improves (through first call resolution, reduced cycle times and
backlog), the resulting benefit is customer satisfaction
3. Achieve world-class performance (Customer Operations Performance Center)
Benchmarking yourself against world class standards will ensure that you offer quality products
that customers are satisfied, and your business becomes known for its consistency.
4. Ensures Business Continuity
We help you answer the questions about how your business will survive in the event of a natural
disaster. Have you checked out all your options for backing up customer and financial data? Do
you have a plan to contact your employees? What’s the backup plan?
Summary of Services
Customized development and delivery of training to produce soft skills and product/software
training for high tech companies as well as small business without technology
Professional speaking, coaching and consulting that is high-quality, cost-effective and timely.
6 | C.E.C. Tech. Industries, March 2013
Leadership Development
There are several leadership issues that plague organizations and countries around the world and
particularly governments today. From absentee leadership, where the Senior Vice President pays little to
no attention to the systematic issues that face the line staff, to the regular staff who do not recognize that
his lack of attention to detail will hinder his progress to the next level.
But the most pressing leadership issue is the failure of current leaders to intentionally and successfully
lead by example and identify and inspire future leaders. Leadership is the key to success in any effort.
The successful leader of the twenty first century will possess the capacity cast a vision that ensures
business continuity by selecting and then influencing and preparing his successors for future
generations.
Our introductory leadership training program (Becoming a Leader and the Spirit of Leadership) will
address the root of the leadership problem which cultivates the attitudes that influence human behavior
and answers the following questions:
What are these attitudes of leadership?
What is your leadership philosophy?
Do I have belief system that is defective?
What do the Lion and Eagle have in common?
What is the difference between a leader and a follower?
Why is a manager not necessarily a leader?
What is true leadership?
How is leadership measured?
And many more…
7 | C.E.C. Tech. Industries, March 2013
Each of the following business workshops can be designed for on-site delivery and tailored to meet your
specific business requirements. It would be prudent to discuss your business needs before a training plan
could be constructed. A complete list of our computer training programmes is located in the Appendix
(pages 7-9).
Business Optimization Courses
Business Process Mapping. Business process mapping takes a specific objective and helps to
measure and compare that objective alongside the entire organization's objectives to make sure
that all processes are aligned with the company's values and capabilities.
Coaching and Listening. Coaching is aimed at developing growth in others so that they may
produce the required outcomes to meet company objectives.
Conflict Management. Involves the methods and process at arriving at peaceful resolutions.
This course is decidedly practical as it requires participants to become comfortable with role
plays.
Customer Management (often called Customer Service). The ability to be hospitable to others
is a gift. This course is designed to address the root of customer service which exists naturally in
many people today. It will also address why we react positively or negatively in various
situations (emotional intelligence).
Developing Customer Service Key Performance Indicators (KPI’s). KPIs are industry
standard terminology that is critical to the success of any organization. They help to measure
progress towards a required goal.
Interviewing Skills. This one-day workshop will define what an interview is, understand job
descriptions and why they are important, interview mistakes, the pre and post interview process,
and the interview assessment sheet.
Leadership (discussed on page 6)
Mentoring. Mentoring goes one step beyond coaching and improves a person’s self- esteem,
helps to set career goals and helps to steer colleagues in a direction towards their personal and
professional goals
Our List of Business Training Courses
8 | C.E.C. Tech. Industries, March 2013
Presentation Skills. This one-day workshop will provide attendees with the skill and confidence
to create and execute their own presentation using Microsoft PowerPoint.
Self-Management. Ever wondered how to manage the daily plethora of emails? Or how do you
ensure that you manage your time effectively in meetings?
Team Building. This is perhaps one of the mechanisms for success that is least used in
organizations today. Team building can lead to good communications with participants as team
members and individuals, increased department productivity and creativity, team members
motivated to achieve goals (just to name a few)
Computer Based Training. We offer a host of computer based training using the Microsoft
Operating System and Ubuntu (Suite of Products-Shareware) including spreadsheets, documents,
Web Page Design (Basic), Windows Applications (see Appendix)
9 | C.E.C. Tech. Industries, March 2013
Appendix 1
Complete Training List in Alphabetical Order
Career
o Career Planning
o Cover Letters
o Interviewing Skills
o Job Applications
o Job Development
o Job Search
o Microsoft Word
o Money
o Resume Writing
o Workplace Basics
Computers
o Computer Basics
o Email Basics
o Google
o Google Docs 101
o Internet Basics
o Microsoft Access
o Microsoft Excel
o Microsoft Office
o Microsoft Outlook
o Microsoft PowerPoint
o Microsoft Publisher
o Microsoft Word
o OpenOffice.org
o Social Media
o Windows
Email Basics
o Beyond Email
o Email 101
o Facebook 101
o Gmail
o Internet Basics
o Outlook 2003
o Skype
o Social Media
Everyday Life
o ATM
o Bake
o HIV/AIDS Workbook
o Job Application
o Gmail
o Google Accounts
o Google Docs 101
o Internet Basics
Internet Basics
o Computers
o Email Basics
o Facebook 101
o Google
o Internet 101
o Internet Explorer 8
o Internet Safety
o Internet Safety for Kids
o Mozilla Firefox
o Social Media
Job Development
o Career
o Email Basics
o Job Success
o Money
o Workplace Basics
Math Basics
o Addition and Subtraction
o Count Change
o Count Pills
o Decimals and Percentages
o Fractions
o Microsoft Excel
o Money
o Multiplication and Division
Microsoft Access
o Access 2000
o Access 2003
o Access 2007
o Access 2010
o Access XP (2002)
10 | C.E.C. Tech. Industries, March 2013
o Microsoft Office
Microsoft Excel
o Excel 2000
o Excel 2003
o Excel 2007
o Excel 2010
o Excel 2010 App
o Excel XP (2002)
o Microsoft Office
Microsoft Front Page 2010
Microsoft Office
o Career
o Computers
o Google Docs 101
o Office 2000
o Office 2003
o Office 2007
o Office 2010
o Office XP
o Windows
Microsoft Outlook
o Email Basics
o Microsoft Office
o Outlook 2003
Microsoft PowerPoint
o Microsoft Office
o PowerPoint 2000
o PowerPoint 2003
o PowerPoint 2007
o PowerPoint 2010
o PowerPoint 2010 App
o PowerPoint XP (2002)
Microsoft Publisher
o Microsoft Office
o Publisher 2003/2010
Microsoft Word
o Microsoft Office
o Word 2000
o Word 2003
o Word 2007
o Word 2010
o Word 2010 App
o Word XP (2002)
Mobile Apps
o Access 2010 App
o Excel 2010 App
o PowerPoint 2010 App
o Vocabulary Videos App
o Word 2010 App
Office 2000
o Access 2000
o Excel 2000
o Microsoft Office
o Office 2000 Basics
o PowerPoint 2000
o Word 2000
Office 2003
o Access 2003
o Excel 2003
o Microsoft Office
o Office 2003 Basics
o Outlook 2003
o PowerPoint 2003
o Publisher 2003
o Word 2003
Office 2007
o Access 2007
o Excel 2007
o Microsoft Office
o PowerPoint 2007
o Word 2007
Office 2010
o Access 2010
o Excel 2010
o Microsoft Office
o Mobile Apps
o PowerPoint 2010
o Word 2010
Office XP
o Access XP (2002)
11 | C.E.C. Tech. Industries, March 2013
o Excel XP (2002)
o Microsoft Office
o Office XP (2002) Basics
o PowerPoint XP (2002)
o Word XP (2002)
OpenOffice.org
o Calc 1.1
o Google Docs 101
o Impress 1.1
o Microsoft Office
o Writer 1.1
Process Reengineering
o Microsoft Visio
Reading
o Blast Off!
o Letter Explorer
o Sound-Word Match
o Text Explorer
o Word Explorer
o Word Fill-Ins
o Word Videos
o Word-Sound Match
Social Media
o Beyond Email
o Facebook 101
o Google
o Internet Basics
o Skype
o Twitter 101
Ubuntu
o
Web Design
o Microsoft FrontPage
Windows
o Computers
o Movie Maker
o Windows 7
o Windows 98
o Windows XP
Other Services Offered
Computer Repair
Movie Editing
Personal (home) Tutoring
12 | C.E.C. Tech. Industries, March 2013
Appendix 2
Research Web – Scholarly Articles
Customer Service Initiatives for 2011
http://findarticles.com/p/articles/mi_hb5679/is_201102/ai_n57034478/?tag=rel.res5
Customer Service: The key to customer satisfaction, customer loyalty, and market share
http://findarticles.com/p/articles/mi_qa3705/is_199401/ai_n8715466/?tag=mantle_skin;content
