Law has gradually rejuvenated, and everything has begun to regenerate. We are about to usher in a new year full of hope. We have made great progress through our efforts in the past year. It is better to make a summary and analyze and summarize the past work. I believe everyone is worried about writing a year-end summary again. The following is a model essay (5 general remarks) of the Annual Work Summary of Migrant Workers, which I carefully compiled, for reference only. Let's have a look.
Annual Work Summary 1 Mobile employees consolidated and enhanced their competitive advantages, maintained the leading position in the regional industry, accelerated the development of Benxi Mobile, improved the service level of key customers, overcame various difficulties and unfavorable factors, maintained a good development trend of business development and steady growth of business income, and achieved gratifying results in all work.
I. Personal Customer Management and Service
In order to show respect for vip members and enjoy what I think is a distinguished experience. In xxxx, our center adheres to the service concept that communication starts from the heart. Each of our service personnel starts from the interests of customers, thinks about what customers think and is anxious for customers, and provides all kinds of communication services for customers, and stops carefully, replenishes cards and replaces stk large-capacity cards for free, helping customers win points and other services. We try our best to do our best for our customers.
Based on the work indicators of xx Mobile Company and the service principle of "people-oriented", differentiated services such as door-to-door service and family service were implemented for major customers and important customers from the data at the beginning of the year to the customer satisfaction at the end of the year. We ask every account manager to patiently answer customers' questions about mobile communication, satisfactorily solve customers' problems in using mobile phones, and provide various forms of information services. The account manager will contact the customer regularly, and the customer can also keep in touch with the account manager by telephone, text message, door-to-door and other means. Customers can also make an appointment with the key account manager who provides services and ask for on-site service. On-site service includes: business acceptance, setting new business functions, presenting new business, solving complaints, charging mobile phone fees, etc.
In addition, combined with the strategic goal of "leading in service and leading in business", we have always adhered to the corporate mission of "creating an infinite communication world and being the pillar of the information society", constantly enhancing employees' "sense of crisis, urgency, mission and responsibility" and comprehensively improving service quality, so that our center has made great progress in corporate civilization construction.
Second, the retention rate of high-end customers.
In the current fierce market competition, high-end customers will become the next market target of our communication industry. In the "war" of high-end customers' market retention rate, only by deepening humanized and family-style quality service and improving business technology level can we gain the trust of many high-end customers. Last year's high-end retention rate, our center successfully completed the task assigned by the company.
Third, the management of outbound personnel.
Outbound personnel account for a certain proportion of our center's completion indicators. Targeted selection of target customers for telemarketing, well-designed service caliber and Qi Xin's cooperation of all outbound personnel have played a huge role in the promotion of new business in XX years and comprehensively promoting the incremental income of new business. The team members are doing market research. Their service quality represents the service image of our company in social investigation, service care and tapping potential customers. Therefore, we train outbound personnel to master the company's indicators and business, standardize service terms, professional and flexible coping skills, and cooperate closely. So that they can clearly and clearly deliver the information to the target customers at the first time.
Fourth, complaint handling.
In order to further improve customer satisfaction and maintain the leading service, the key customer center established a rapid response mechanism for customer complaints in XX, taking customer value as the scale and starting with strengthening complaint management.
First of all, optimize the complaint handling process, strengthen the back-office manager's support to the front-office account manager's complaint handling, set up a complaint hotline, and establish an emergency mechanism for direct intervention by management to shorten the time limit for complaint handling.
Secondly, strictly control the short message sending of group customers.
Thirdly, important and repeated complaints are directly sent to the company's professional departments or related leaders, and the management personnel support and solve them in time.
Finally, improve the customer follow-up service system, improve the service level of mobile companies, and achieve 100% complaint satisfaction.
Annual Work Summary of Mobile Employees 2 Dear leaders and colleagues,
Hello! I am Lv Yongbin, a new employee who entered Tanghe Mobile. When I submitted my resume to Tanghe Mobile Company, I didn't know what kind of world and road this resume would take me, but my self-confidence flooded my face. After written examination and interview, I was hired!
After the training of our excellent employees, I learned what is excellent, what is dedication, and what is excellent mobile employees. Before the internship, the company leaders specially organized a meeting for our new employees. At the meeting, we introduced the general situation of the company and encouraged us to get familiar with the company's various businesses as soon as possible and give full play to our potential. After the meeting, through the allocation of human resources department, I worked as an intern in the business hall and telephone sales. From the day I entered the company as an intern, I kept telling myself that I must have "high standards and strict requirements" for myself. Facts have proved that during this period, I was both hard and happy, with great gains and deep feelings. More importantly, I am proud that I can work in such a fast-paced, efficient, energetic and vibrant enterprise. During my internship in the business hall, I got the earnest instruction from the leaders and the careful help from the old staff in the business hall. In addition, the company's standardized management system and strict work style of employees have given me a preliminary understanding of the company's business front desk. During my short internship, I deeply felt my shallow knowledge and lack of professional knowledge in practical application. At first, I felt at a loss about some jobs, but through careful study and the enthusiastic help of my colleagues during this period, I gradually became familiar with my business and became handy. This is not only a job, but also a life experience. Although the time is not long, I feel that every day in this position is very fulfilling, and customer satisfaction is the embodiment of my work value.
Telemarketing has improved our language ability and honed our patience! In the telephone conversation with customers, we met all kinds of people, some listened carefully, some hung up as soon as they opened their mouths, and some even said, "This is a scam". Gradually, I became familiar with the contents of sales promotion and the attitudes of various people. Whether customers like it or not, I think I must make my voice sound full of trust, optimism and happiness.
From the beginning of June 10, I was assigned to practice in the in-depth marketing class. After entering the in-depth marketing class, our main job is to contact Unicom's target users by phone and recommend mobile cards. Because I had a few months of telemarketing practice before, I got started quickly, but my business is still not ideal, so I want to cultivate meticulous and keen observation and seize every learning opportunity! To some extent, the process of internship is also a process of constantly asking questions, because as short-term interns, old employees can't have too much time to teach us by hand. They all have a lot of work. So many times, we must learn to see for ourselves, ponder for ourselves, and learn and improve ourselves through observation! Complete the task successfully!
Time flies, and the probation period of several months is coming to an end in a blink of an eye. This is a precious experience in my life, which left me with beautiful memories. During this time, my leaders and colleagues gave me enough tolerance, support and help, which made me fully feel the mind of leaders and the broad development space provided by mobile companies for our employees. While I am in awe of my leaders and colleagues, I am also surprised that I have the opportunity to become a member of Tanghe Mobile!
In the future work, I will devote more enthusiasm, take my post as my home and my career as my career, give full play to my life value and make greater contributions!
Summary of annual work of mobile employees 3 In a blink of an eye, I have been studying and working in xx company for one year. The following is a summary of my work and study this year.
165438+ 10 was transferred from xx business hall to the central business hall to study and work. Because I worked in xx business hall before this, I didn't do much business research. After I transferred back to the hall, I found that I still had a lot to learn. I should be strict with myself and master new knowledge and skills as soon as possible.
In the past few days when I was transferred back to the central hall, I found myself with many shortcomings. For example, smiling at customers, singing, collecting and paying, etc. Although it seems to be only some details, it is actually related to the service quality and corporate image of the business hall. I didn't fully implement these service specifications. With the help of leaders and colleagues, I also realized the important letters of these specifications and made improvements. Sometimes when there are more customers, I get anxious easily, which affects the quality of service. In the future work. You should learn to arrange your work reasonably. I corrected these shortcomings in time and avoided them in my future work. My working ability needs to be further improved, and I am determined to improve and solve it in my future work, so that I can do my job better and serve the company.
In view of the above shortcomings and problems, in the new year, I intend to do the following to make up for the shortcomings in my work:
First, continue to strengthen the study of the company's systems and businesses, so as to achieve a comprehensive and in-depth understanding of the company's systems and businesses.
The second is to do a good job. Facing the new year, I will do my job well with a more positive working attitude and a more enthusiastic working style.
Third, while continuing to do your job well, do some work within your power and make due contributions to the company.
Under the care and leadership of superior leaders, I will work harder and be more United. In the new year, we will certainly achieve better results.
Annual work summary, a mobile employee, reviewing the work progress in the first half of this year. He personally thinks that there are some places that need to be carried forward in the future work, but there are also some places that need to be improved and perfected in the future work.
Elders and leaders often tell me: "Don't just bury your head when walking, but look up at the road more." This summary reminds me of this sentence again. To sum up, let's look up at the half-year journey, look at the road we have traveled with the comrades in the core network maintenance room, and see what footprints we have left in this step. Look at what you have done for this group, what you have gained, what you have learned, what you need to promote, what you need to be cautious about and what you need to avoid. Help individuals and this team to walk more steadily, better and faster in the future. Looking back and summing up irregularly, many things have passed, leaving without leaving a trace, invisibly killing everyone's time and sweat.
Generally speaking, during my work in the first half of 20XX, I listened to the arrangement of the leaders, United my colleagues, took the overall situation into consideration, performed my duties in strict accordance with the job description of "local network exchange dispatcher", and earnestly completed all tasks assigned by the company and leaders on time. Let me briefly report my work in the first half of 20XX to the company leaders:
Daily work:
1. Complete the daily maintenance and scheduling of the exchange local network in Zjmsterdan, the Netherlands;
2. As the interface and person in charge of various maintenance work of Huawei HLR, complete the patch loading, daily work order processing of Huawei HLR and the construction of disaster-tolerant HLR in Xinhua;
3. As the interface and person in charge of various maintenance work of Huawei Gateway, complete patch loading and daily work order processing of Huawei Gateway;
4. Complete the receipt and processing of work orders;
5. Complete the maintenance and update of Huawei HLR equipment information and Zhengzhou Tedan local network equipment information;
6. Complete the arrangement, update, supplement and perfection of emergency standardization documents.
In the first half of 20XX, in addition to the above routine maintenance work, I also completed the following tasks assigned by the leaders:
1. Complete the organization of the "Cohesion Action" summary meeting, the compilation of summary materials, the organization of later exchange activities and related training;
2. Complete the verification and change of GT segment, roaming number and short number in Zhengmu Tedan Regional Bureau data;
3. Cooperate to complete the development of intelligent inspection of Huawei Gateway Bureau;
4. Organize to complete the loading of Huawei HLR patch;
5. Cooperate with the Group to complete the acceptance of Huawei HLR accessing LIG;
6. Participate in the selection and declaration of the company's management innovation, and complete the compilation of "Cohesion Action" management innovation materials;
7, according to the requirements of the leadership to complete the core network maintenance room "the pursuit of Excellence for the people" material writing.
In the past work, with the continuous widening and deepening of the working face, I realized:
1.GSM network is still the main source of the company's current and future operating income, and the safe and stable operation of GSM network is very important to the company; We are duty-bound to promote the development of TD-SCDMA. WLAN can alleviate the shortage of GMS network resources, is an important means for us to realize full-service operation, and will become the main bearer network of wireless broadband in China. LTE is the future, accelerate the promotion.
Second, network quality is the lifeline of communication enterprises, and network operation and maintenance should be market-oriented and service-oriented.
Therefore, as a maintainer of mobile switching network, I will take the safe and stable operation of equipment as the starting point of my daily maintenance work on the basis of learning and mastering certain professional technology and maintenance skills, and finally provide users with smooth and high-quality communication services as the foothold of my work. Improve the safety and stability of switching network element equipment operation.
Thirdly, perfecting reasonable processes and systems plays an important role in the production and management of network operation and maintenance. The process originated from production and was tested and improved in production practice. But at the same time, the nature of our industry determines that we will be at the forefront of innovation, and the rapid development and changes make it difficult for processes and systems to follow up in time. Therefore, the subjective initiative and sense of responsibility behind the process and system are particularly important, and will play a role where the process and system are not involved.
Therefore, in the future work, we will strengthen the study of processes and systems and strictly implement them. And learn, understand, think and summarize in the process of implementation, and assist in formulating and improving relevant institutional processes. At the same time, when there is no process and system to follow in my work, I will focus on the interests of the company, obey the command and obey the leadership.
Fourthly, we have a deeper understanding of the importance of centralization, standardization, informationization and elitism of operation and maintenance for enterprises to achieve low-cost and high-efficiency operation.
Therefore, in the future work, I will complete the above work related to the four modernizations more actively according to the arrangement of the leaders.
Five, centralized maintenance and end-to-end integrated maintenance are not contradictory, and the second is dialectical unity, each with its own emphasis and complement each other.
Centralization is mainly aimed at our maintenance mechanism and mode, concentrating superior resources from the perspectives of centralized monitoring, centralized management and centralized maintenance, and realizing centralized, effective, low-cost and efficient operation and maintenance; End-to-end maintenance integration is the requirement of our system, security and personnel skill level from the perspective of industry application, market and users under the centralized maintenance system and mode.
This requires me to broaden my study in the future, not only to master professional technical knowledge, but also to master the principle and process of end-to-end implementation of the whole business.
Under the old core network maintenance mechanism of package mechanism, thanks to the trust of the leaders, I was entrusted with the heavy responsibility of maintaining the core network of Zhengmstadt. The number of users, the number of network elements, the degree of network responsibility and the historical position of the city in Zhengmstadt determine the difficulty and importance of network maintenance in Zhengmstadt, and I myself can actively challenge and face it bravely. Through my own efforts and the support of my leaders and colleagues, I successfully completed the maintenance of the local network in Zhengmstadt. Under the new hierarchical core network maintenance mechanism, I will continue to carry forward the work style of not being afraid of hardship, being brave in challenges and forging ahead, do a good job in the production and maintenance of office data, help the company's core network maintenance to a new level, and contribute to the company's strategic transformation under the new situation.
Thanks to the leaders and colleagues of the network department and the network management center for their concern and help over the past year. I learned a lot of working methods and principles from leaders and colleagues. I am confident and determined to better accomplish the tasks arranged by the company through more practical work, diligent thinking and more practice in the future.
The annual work summary, a mobile employee, reviewed my work in the past year. With the support and help of leaders and colleagues, I strictly demand myself to finish the work actively according to the requirements and tasks assigned by the company's superiors. At work, I have made a new breakthrough in my working mode, further improved my skills and experience, and made great changes in my working style. Details are as follows:
First, have good work performance.
This year, 23 mobile base station transmission devices were newly opened, 54 network loops were optimized, and more than 90 large and small networks were cut over, ensuring safe and accident-free operation throughout the year. Yes, this year, it was also rated as an outstanding advanced individual by the mobile company.
Second, we should have a correct working attitude.
Insist on self-reflection in thought and strive to improve personality. Anyway, I demand the highest moral quality. Abiding by professional ethics is the basic premise of this work. I follow a creed stricter than the law and almost abide by it. Besides, enterprising spirit is the key to a good job. Go ahead and do your own job, do some small things, grasp every minute, don't accumulate steps, what makes a bad thing trivial, start from me, start from small things, and start from now.
Three, have a good work style and skilled technical skills.
In my work and study, I have a solid style, care for my subordinates, unite with my comrades, pay attention to details, pursue perfection, make no excuses and earnestly perform my duties. As a professional communication technician, besides having professional knowledge and skills, it is also important to be careful and pay attention to details. The details are so small that the result is absurd. Whether you are doing things or being a person, you must know the details. Only by pursuing Excellence can we achieve great things.
Strong working ability and proactive work consciousness.
I feel that I have a heavy burden, limited knowledge and ability, and dare not take it lightly. I am always learning from books, leaders around me and colleagues, so I feel I have made progress. Through continuous learning and accumulation, I can calmly deal with various problems in my daily work and ensure the normal work of this position. I can treat my work task with a correct attitude, love my work and strive to achieve it. In practical work, I actively improve my quality, strive for the initiative in work, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and quality.
5. Have a good team spirit.
Effective teamwork can improve productivity. So I not only work hard, but also get along well with my colleagues. In addition to learning from each other at work, we often communicate with colleagues in our lives to understand their inner thoughts and make suggestions to each other. Some colleagues lack technical experience, which not only affects their own work efficiency, but also affects the work efficiency of the whole department. But in their work, I take the initiative to teach them and explain all aspects of technical knowledge, so that they have a new understanding and understanding of daily work, can independently complete various tasks, and constantly improve work efficiency.
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