Personal summary of mobile employees

Summary refers to analyzing the experience or situation in a certain stage of work, study or thought, and making written materials with regular conclusions, which can make sporadic, superficial and superficial perceptual knowledge rise to comprehensive, systematic and essential rational knowledge. Let's write a summary. So how do we write a summary? The following is my personal summary of mobile employees (5 selected articles) for reference only. Welcome to reading.

Personal summary of mobile employees 1 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!

Personal summary of mobile employees 2 I am an ordinary mobile employee. Over the past year, under the leadership of leaders and the support of colleagues, I have made good growth. The key to today's achievements is to thank my superior leader, who taught me to be careful at first, and to smile at everyone, including yourself. The following is a summary of my personal work.

First, strengthen theoretical and professional study, and constantly improve their overall quality.

At work, I insist on studying while working, and constantly improve my overall quality. Pay attention to what you have learned, study relevant professional knowledge in business seriously, and combine your own actual characteristics to be orderly and decent in your daily responsible work. Always adhere to the principle of safety, elegance and simplicity: never waste anything.

Second, accomplish various tasks well.

Moving to work and engaging in technical support that I love is the direction that I have been working hard. However, when I first joined the mobile, the work was not as smooth as I thought. There is a certain gap between the theoretical knowledge learned in books and the actual work. My daily work includes budget declaration, contract arrangement and filing management. When I first started working, I felt like a dog biting a turtle, and I couldn't start, but the reality didn't make me flinch. I believe my choice is correct, and I gritted my teeth and persisted. Budget work is not easy to carry out, and only you can understand the hardships of the work. Budget work mainly includes departmental budgets, namely, technical support, maintenance and computer room rental budgets.

At that time, the key problem encountered in budget work was that the staff and even the person in charge of the system did not cooperate. But I have never been discouraged, but I have actively explored and steadily advanced my work, and I have actively consulted my predecessors if I don't understand anything. At the same time, treat colleagues sincerely and touch everyone with your own actions. It doesn't matter if employees or even system leaders don't cooperate. I use my off-duty time to go to the system leaders one by one and persuade them to focus on the overall situation of the company and work and not to affect their work. Finally, many good things happen. Everyone saw me sweating for my work in summer, moved by my enthusiasm for work, and actively cooperated with me to put the needed departments in.

Lay a solid foundation and seek development. "The foundation is not strong, and the ground shakes." Without solid basic work, there will be no technical support. I know that as a new employee, I don't understand many places, so I need to work quickly and I can't delay my work. For this reason, I often work overtime at night and write PPT to report my work to the company leaders. My superiors spoke highly of my work.

In terms of contract statistics, there are many problems in company-based contract statistics, but I treat them with a smile and a serious attitude.

I remember once, when a contract was about to be signed, the person in charge of the system had not submitted the contract. I had a high fever and was in the hospital for intravenous drip. As soon as I received the phone call from the company, I immediately took a taxi back to the company to find the person in charge of the system to get the contract, but according to the contract, I found that there were many problems in the main contract. At that time, the person in charge of the system had already left work. After my careful explanation, the person in charge understood that the contract is so serious and far-reaching that it must be amended immediately. In the case of insufficient personnel, we should cooperate with each other to improve the shortcomings of the contract and ensure the smooth completion of the contract statistics work. It's already past 9 o'clock in the evening. The colleague in charge of the system disapproves of my coming out to take over the work in spite of illness. I just laughed. I am still young, full of blood and dedication. I can survive.

With this working philosophy, I work overtime day and night to study the file management. To tell the truth, I was under great pressure at work during that time, and everyone was watching my performance. But miraculously, with my efforts, I was competent and accomplished all the tasks well in less than half a year.

I am diligent and passionate. I believe that under the leadership of my superiors and with the assistance of my colleagues, I can walk more mature and firm after falling and getting up again and again. I believe I can do better and better!

Personal summary of mobile employees Over the past year, in order to ensure the completion of various goals, I have carried out work from the following aspects:

1, adjust the organization, define the division of labor, and ensure the implementation of all work.

According to the actual situation of market operation, in order to improve the execution and ensure the decomposition and implementation of various work objectives, I have made a serious study on the institutional setup and division of labor of the market operation department. With the support of the company's general manager, I have made great adjustments to the organization and personnel, and set up data business center, group customer center, channel management center and other institutions successively, and arranged qualified management personnel for the marketing department, so that everyone is responsible for implementing the objectives. At the same time, in the process of work, we constantly modify and improve the management process and strive to improve work efficiency. After the adjustment, the passive situation of uneven busy and idle employees, unclear division of labor and ineffective work implementation has been changed, which provides a guarantee for the promotion of the overall work in the next step.

2. Straighten out the service process and improve the service quality in an all-round way.

In terms of service, I will carefully analyze users' complaints, suggestions and consultations every month, organize to find out the problems existing in service work, and adjust the service process according to the actual situation. For example, in view of many problems when users roam abroad, we have revised the business process in time, added the link of on-site counseling before users visit, let users know more about the operation and dialing methods of mobile phones, reduced roaming complaints and improved customer satisfaction. In order to further improve the service quality, in February this year, the company set up an internal service hotline, improved the service assessment method, and provided strong support for employees to implement the "first inquiry responsibility system". During the operation, we set up a communication bridge between the management, employees and users of the company through the hotline, which provided a guarantee for listening to the opinions and suggestions of users and employees in time and quickly finding and solving problems in the work. After several months of operation, the service quality has been greatly improved and the service complaints have been significantly reduced.

Through the investigation of xx consulting company's customer satisfaction in 20xx, it is found that due to historical reasons, the main business hall in xx district is small and there is no special reception room for big customers. The difficulty of payment affects the satisfaction of big customers. Therefore, I organized the marketing department to submit a rectification plan to the company, which was recognized by General Manager Gao. The service environment has been greatly improved through the expansion and transformation of the business hall. In this year's survey of consulting companies, we found that our service level has been greatly improved.

3. Seriously devote to personnel training and strive to establish a strong executive management team.

Having an excellent management team is the premise of doing all the work well. At work, I attach great importance to the cultivation of talents. With the support of the general manager, I boldly hired a group of young people with solid work style, innovative spirit and development prospects as the directors of various centers, guiding them to turn pressure into motivation and strive to establish an environment for rapid growth of talents. Using the activities such as "5 million marketing" and "exchanging points" arranged by provincial companies, I gave careful guidance to managers at all levels from the aspects of scheme formulation, supervision and implementation, which greatly improved everyone's marketing planning ability and management ability, and enabled the activities arranged by provincial companies and municipal companies to be well implemented, especially the points feedback activities from May to August, ranking first in the province in completing tasks.

We also attach great importance to the training of marketers and account managers, and often arrange people with marketing experience and good work performance to teach you working methods and skills, so that everyone can understand that only by doing a good job can we do a good job in marketing and improve the communication ability of marketers, account managers and users. After repeated training, the marketing ability of the marketing team, especially the marketing team in xx District, has been greatly improved. 1-From September to September, the income of downtown xx increased by 8.27%, and it is expected to achieve the task target of 9% this year, reversing the situation of negative growth for three consecutive years and bringing a good start to the development of two counties in all districts of the city.

4, do a good job in channel construction, with the help of external forces to promote the company's development channel construction has always been the weakness of xx work.

At the beginning of my tenure, I emphasized channel construction, focused on improving the marketing ability of marketers and cooperative business halls, strengthened the training of marketers, salespeople and agents, revised the payment method of agency fees at the same time, and strengthened the awareness of channel managers of the company to serve marketers and cooperative business halls, which greatly improved the enthusiasm of channels. This year, we have accelerated the construction of rural channels in accordance with the principle of "township cooperation and village-to-village agency". By the end of 10, our company had built 13 cooperative business halls, which laid a foundation for improving service and accelerating development. According to the arrangement of the provincial company, we also launched the electronic card selling business in due course this year, which is a good way to facilitate users and improve service. We will do a good job in this work and further improve the service level.

5. Strengthen management, improve performance and strive to improve execution.

In order to strengthen management and fully mobilize the enthusiasm of employees, I attach great importance to the performance management of departments and employees. Through the development of performance management, we have a new understanding of the establishment of institutions and processes in the operation department. While setting up the organization reasonably, we require each center to formulate performance appraisal methods according to the work objectives and regularly assess the work of employees, so that the working ability of managers and ordinary employees has been improved to varying degrees.

In terms of business management, we should work hard on the word "fine", re-formulate business management processes, arrange part-time auditors in two counties, strengthen supervision and inspection, try our best to avoid loopholes in management and reduce possible losses.

6, in-depth practice, investigation and study, timely find problems and solve problems.

Over the past year, I have often gone deep into practical work, conducted research among employees to find out whether the process is smooth, obtained opinions and suggestions from employees, improved the workflow and working methods in time, and gave guidance to managers. Through contact with employees, I constantly preach our business philosophy and ideas among employees, so that employees can understand and realize the importance of their work and improve their recognition and enthusiasm for the enterprise. At the same time, personally visit customers, listen carefully to their opinions and suggestions, find problems in service and marketing, and solve them in time. In March this year, during my visit to group customers in Jinshantun District, I found that some users were dissatisfied with xx Company because they thought that our company was not allowed to charge fees. Through the analysis, it is considered that although there are many reasons for the problems, the reasons for our own existence can not be ignored, that is, because our company's tariff packages are complex and diverse, it is difficult for users to understand, and some sales and marketing personnel are poor, so we can't give users a clear explanation. In view of this problem, I immediately organized research on countermeasures, strengthened the training and assessment of personnel, improved the ability of service personnel to explain bills and bills, and trained all sales personnel (including sales personnel in cooperative business halls) in batches to improve the quality of sales personnel. After a period of hard work, customer satisfaction has been greatly improved.

By visiting customers, we can also urge employees to carry out service and marketing work in a down-to-earth manner to ensure that our business philosophy is truly implemented.

Over the past year, under the correct leadership of the provincial company, with the support of the general manager and team members, and through the joint efforts of the competent personnel, I have achieved good results in my work. While I have made achievements, I also clearly see that there are still some problems in the process of performing my duties: first, the working ideas are not systematic enough, the overall grasp of the work is still lacking, and the driving ability needs to be further strengthened; Second, the working methods are not scientific enough, sometimes there is impatience in the work, and the leadership art needs to be further improved; Third, the decision-making is not decisive enough, the command is not strong enough, sometimes the work can not be put down, and the initiative and creativity need to be further developed. Have a clear understanding of the problems existing in the work, and have the determination and confidence to overcome and improve them in the work practice through study. In view of the problems existing in myself and my work, my next work will start from the following aspects:

1, do a good job in performance management. Through the development of this work, guide the middle-level cadres and managers of the marketing department to grasp the work direction in time, strive to improve their work ability, and drive all managers to make continuous progress and achieve their work goals.

2. Strive to improve the service level, strive to make a big breakthrough in the service of major customers, group customers and ordinary customers, actively promote industry information solutions, and highlight business and service advantages.

3. Improve the overall planning ability in business promotion and marketing work, plan carefully, make good use of living expenses, and ensure that all work is carried out in an orderly manner.

4. Strengthen management, avoid loopholes, ensure the consistency of work objectives of all departments, and further improve execution.

Personal summary of mobile employees 4 Consolidate and enhance the competitive advantage, maintain the leading position in the regional industry, accelerate the development of Benxi Mobile, improve the level of customer service, overcome various difficulties and unfavorable factors, maintain a good development trend of business development and steady growth of business income, and achieve 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 is based on the interests of customers, thinking about what customers think and anxious about what customers are anxious about, providing customers with various communication services such as careful shutdown, free card replacement, free replacement of stk large-capacity cards, and helping customers win points. 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 many high-end customers trust. Last year's high-end retention rate, our center successfully completed the task assigned by the company.

Third, the target market share of GSM customers

Fourth, 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.

It is a bridge directly connecting customers and companies, so the service quality of outbound personnel directly affects the business of customer outbound personnel to further cultivate potential and competitiveness, and focuses on strengthening potential, service management and service personnel management.

Verb (abbreviation of verb) 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.

Personal summary of mobile employees 5 Since entering the university, they have been enjoying the convenience and happiness of mobile, and tried to switch to other uses during the period, but they cherish the quality and service of mobile more and more afterwards.

I have always wondered why China Mobile Company has become one of the top 500 companies in the world in just a few spring and autumn.

I have been exploring, what is behind the broad network coverage, practical business and warm service that supports the continuous development of China Mobile?

This summer vacation, the four of us were lucky enough to become a member of Huojia County Mobile Company. After zero-distance contact with the mobile company, we gradually began to get to know him. The word "virtue and goodness" impressed us deeply. It is not only a declaration of China Mobile's behavioral responsibility and social responsibility, but also shows China Mobile's enterprising attitude of endless innovation and transcendence and its lofty spirit of tireless pursuit of perfection.

July 5th is a day full of passion and dreams. In our long-awaited expectation, we boarded a bus in Huojia County. After more than an hour's journey, we arrived at Huojia County Mobile Company. From a distance, six white characters of "China Mobile Communication" stood tall among the buildings. We are not only feeling at the moment, but also happy, excited and expecting. We saw two pairs of sincere hands crossed tightly at the top.

Since we arrived in Jiajia after noon 1 o'clock, only the employees in the business hall are open during the company's off-duty break. We went in to explain our purpose and waited for the arrival of working hours in the customer rest area here. Because we were nervous and didn't care when we first entered the business hall, when we sat down, we were gradually attracted by the excellent service of the business hall. "Hello, sir, welcome!" "Hello, sir, what business do you want to handle?" "Hello, sir, please walk slowly!" These sweet words show that employees are not anxious and respect customers' excellent quality. This kind of gold medal service is like a trace of coolness in a hot summer day. They perfectly interpret the concept of gold medal service! "Ask where the canal is so clear, because there is a source of living water!" With the progress of the times, the pursuit of customers is also rising. I believe that mobile companies will continue to go higher and wider, and only such enterprises will flourish in the long river of years, stand out and go further and further.

After the afternoon training, we also began to have tasks and arrangements, and became interns of the mobile company. Although it is an internship, we still maintain high fighting spirit and full enthusiasm, and are ready for hardship. But after a period of time, we gradually found that this is not a job that can be done well by hard work and hard work. Pay attention to efficiency and have market awareness. Who is your target customer and what is the success rate? Who are your potential customers and what is your success rate? How to grasp their psychological consultation in the process of communicating with customers? Successfully grasping their desire to buy requires us to understand the advantages of the product, that is, the selling point.

So just entering the marketing class, two sisters in our marketing class gave us business training. After a brief self-introduction, everyone got to know each other. Then they told us about the cards and fees of Shenzhouxing, GSM and M-Zone, as well as some related marketing activities, as well as the selling points and fees training of new services and G3 phones, which laid the foundation for our successful product launch in the future.

From July 8 to July 20, I participated in the promotion activities of "G3 calling into the community, giving gifts online". Under the leadership of Sister Lu Ling, the group leader, we actively communicated with the masses through village radio announcements and door-to-door publicity, and successfully sold one G3 phone after another. Nothing in the world is difficult for one who sets his mind to it. We don't know anything about marketing, and it took us a while to sell our first mobile phone, but sometimes we were so sad because of the failure that we almost recovered. Later, several sisters told us that marketing is a game of probability, and the key is how to improve the probability. At this time, we also slowly got started. During this time, we really learned a lot. After repeated failures, we grow up gradually, and we keep working hard.

At the same time, we also participated in communication with social channels, and then they gradually became familiar with these bosses. We installed BOSS3 the other day. When the new system was introduced, there were many viruses on computers in some shops. We helped them kill the virus, downloaded a browser again, tried our best to help them solve some problems, gained their goodwill, and laid the foundation for the next communication and established a good image of the company.