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My Automation Projects
Practical solutions built to transform operations, improve efficiency, and drive data-led decisions.
Reporting
eLeave & Attendance System
A complete leave management solution for 150+ contact center agents. Replaced manual spreadsheet tracking.
Challenge:
Managers spent 2-3 hours weekly tracking leave requests via Excel and WhatsApp.
Solution:
Status
Live / Production
Quality
Quality Monitoring Form
Web based Quality Form system that automatically capture, summarize and identifies coaching opportunities.
Challenge:
Supervisors manually track, pivots, calculate qualiuty scores using excel based checklist forms, missing overall insights on critical coaching opportunities.
Solution:
Create a web based quality form which automate scores calculation, automate summarization by weekly / monthly falure points by agents which provides full insights on quality
Status
Live / Production
Contact Center Operation
Case Management
Web based CRM which capture, tracks and allow assignement of case into relevant teams.
Challenge:
Every cases which is non claim related are not tracked and only captured manually in excel and everytime a relevant team is needed to beinvolved, case are then sent via email resulting in a long email trails which may confuses and causes case misfollowups.
Solution:
Create a web based CRM which capture cases and store into the database, and allow case assignent with a single click allowing atomatic reminder and an efficiency case management.
Status
Live / Production
Contact Center Operation
Detractor Chatbots
Teams based chat bots alerting on potential detractors.
Challenge:
NPS failure due to sensitive customers (one of them). Upstream team does not have visibility on sensitive cases which customer was already irate.
Solution:
Integrate a teams bot into CRM which allows Level 1 CS to alert the case owner (L2 Upstream) if the customer was already disatisfied. This allows a better vbisibility upstream resulting in a better preparation by L2 before handling the case.
Status
Live / Production
Contact Center Operation
Customer callback form automation
Teams based outbound call case management.
Challenge:
Callback request cases was sync to a shared online excel file creating sync issues, data mismached, manual tracking with manual works from CS on (administrative works), manual SLAs calculation and missing overall case insights
Solution:
Integrate a teams bot into the contact form on client's website which allows each request to comes into an interactive case form into a team chats allowing atumatice timestamp catured and allowing minimal typing by CS which help reduce afterwork calls.
Status
Live / Production
Have a Business Challenge?
I can help you automate workflows, build custom Power Apps, or visualize your data for better decision making.
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