Midware Technologies

Financial Planning and Analysis

• Monitor financial status by comparing datasets with projections
• Improve fiscal health with thorough analyses of financial data: develop deep, actionable insights to drive business performance by monitoring variances and identifying trends
• Develop forecast models based on comparative performance metrics and implement improvements as the business grows
• Develop business cases to support pricing decisions and create innovative strategies for cost reduction
• Establish and guide restructured cost analysis using fresh policies and procedures
• Work directly with VP of finance on various planning exercises, such as forecasting, budgets, profitability analysis, and reporting
• Assist in the monthly close process by analyzing trends and variances related to revenue, and compare and correct data to reconcile transactions
• Develop and maintain confidential, protected databases to monitor business performance, and provide managers with insights into risks and opportunities
• Coordinate requirements for efficient, automated accounting to increase productivity and ensure verified backups
• Uphold standards through consolidation of quarterly reporting packages and thorough internal analysis of financial data
• Strive to advance personal skill set through networking, workshops, and other educational opportunities

Financial Analyst

Account Executive

• Create detailed business plans designed to attain predetermined goals and quotas
• Manage the entire sales cycle from finding a client to securing a deal
• Unearth new sales opportunities through networking and turn them into long-term partnerships
• Present products to prospective clients
• Provide professional after-sales support to maximize customer loyalty
• Remain in regular contact with your clients to understand and meet their needs
• Respond to complaints and resolve issues to the customers satisfaction and to maintain the companys reputation
• Negotiate agreements and keep records of sales and data

Junior Account Executive

Call Center Representative

• Developing a team of highly professional and motivated Consultants
• By personal example lead the adoption of the company vision and values
• Effectively lead and manage people, processes and technology to facilitate the delivery of excellence in service, operational and productivity efficiencies, people performance and achievement of financial budgets, while ensuring the contact centre is a place where people want to work
• Monitor and increase NPS scores within the direct team through utilisation and coaching
• Proactively manage change and coach the team through a change management process
• Foster effective relationships with other business units to ensure the success of business initiatives
• Work closely with the team, motivating and coaching them
• Hosting 1-2-1s and team meetings
• Keeping up to date with business development and new product lines
• Ensure training and development plans are maintained for all team members
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Work with the management team to identify and deliver positive change and business efficiencies

Team Leader – Call Center

Customer Support

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives

Call Center Support Specialist

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction.

Financial Analyst

Junior Account Executive

Team Leader – Call Center

Call Center Support Specialist

Call Center Supervisor