Engineer's annual work summary

Teamwork

The smooth progress of the project can not be separated from the team's tacit cooperation and *** with the efforts of each project before the start of the project, everyone needs to seriously understand the needs of the project and the development of the need to use to the key technologies, for the lack of clarity and understanding of the issue to be raised in a timely manner, and for those who will affect all the decision-making in development, to be timely. For those decisions that will affect everyone in the development, we should notify everyone in time in order to minimize delays brought about by unnecessary repetitive program development and changes. Team as a whole, members as limbs and trunk, only with each other in order to go fast go steady go far. The only way to do this is to use the same software as you would if you were using the same software, and then use the same software as you would if you were using the same software.

Communication is important

Each project before the start of the development of the main staff need to do a detailed background and development of the content of the introduction to help developers establish a macro-understanding of the project as a whole, so as to reduce the development of the development of the development of errors due to the understanding of the wrong development errors. In the development process, members should actively communicate with each other and understand the development progress of the system, and notify other members of the project team in a timely manner of any changes to the project's public ****development resources, and synchronize the development of resources.

Atmosphere is important

A good working atmosphere can effectively stimulate the enthusiasm of team members, so as to achieve twice the result with half the effort.

Learning to listen

Participating in the work of seven years to my greatest feeling is that we must learn to be quiet and listen carefully, whether it is a meeting or in the discussion, listen carefully to each person to treat the issue of the view, because each person thinking about the direction of the problem and the starting point of a different understanding of the problem of different may be some of the cases is their own never thought of. There may be some situations that you have never thought of. Therefore, listening carefully is not only a way to respect others, but also a way to benefit yourself, so why not have the best of both worlds?

Positive mindset

For the more difficult work to do calmly and frankly positive face, do not in the not yet begun to impose on their own mental psychological pressure. Do not lose in the starting point, because if even their own think they can not do then there is no later, waiting for their own is bound to fail, so it is important to maintain a positive and optimistic mindset.

Future intentions

Finding the direction, focus, reasonable allocation of time, humility, hard work, summarize, improve, and strive to complete each job within a limited time in a way recognized by the leadership, and better communication with colleagues, coordination, and bring better products and services to customers. Finally, I would like to thank all the leaders and colleagues for their trust and help.

I as a China Telecom customer service staff has been three years. In these three years, there are bitter and tired, there are laughter and touched. There are gains and questions, maturity and the future of customer service continue to explore.

In the past three years, my progress is a straight line upward, slow and not slow, fine and solid. Because as a customer service staff, I know that the basic skills to do a good job to do real, smile to stay, polite to be appropriate, patience to maintain, these are not one day to contribute. This work is a long stream, there is no hurry, not close to the work can not be sharp. In their own growth and better honed. In the ordinary customer service I try to show their excellent side. In the KPI assessment of the monthly was named excellent customer representative. In 2006 as a good representative sent to ** for affinity training, in 2006 was arranged to go to ** 10000 exchange study, during which my suggestions were adopted by the leadership. Due to outstanding achievements, was named 20xx annual excellent staff. In terms of recreation, wide range of interests. Hobby writing. In May last year, organized by the "telecommunications product advertising collection" was adopted a valuable advertising slogan. In May of this year, in the May 4th Youth Day organization members to create and perform programs, won the praise of everyone.

Doing customer service, people say, "This is doing a lot of hard work". Indeed, customer service needs to deal with things are sometimes so trivial, busy every day, every day will encounter a variety of customers, polite, rude, thank you, angry, reasonable, unreasonable, wrong number of ...... At the beginning of the day, the mood of the day will be encountered with the things that encountered, encountered by the customer and change. Being scolded by the customer two sentences, the mood becomes heavy, smile not come out; be praised by the customer, immediately light up, warm and thoughtful. Think about this is a very immature performance. Fortunately, I have been surrounded by many colleagues to help me slowly mature. Sincere thanks and satisfied smiles from customers made me realize my own value. When I first answered the phone, I didn't dare to respond easily to the questions raised by the customers. However, I soon realized that in addition to a warm attitude, I should have rich and solid business knowledge, so as not to make myself not confident enough to answer customers' questions correctly. So, I developed the habit of using my spare time to familiarize myself with the business knowledge and make records of difficult questions. I remember that when I was first connected to the line, I encountered a lot of difficulties, more than once did not fully answer the questions raised by the customer, and even encountered customer complaints, my mood in a long period of time are in the lowest ebb. However, I did not give up on myself because of this, but always looking for the drawbacks, not ashamed to ask questions, strengthen the business accumulation and learning, but also took the initiative to use my spare time to listen to some more excellent recordings. After a year of hard work, I finally did not disappoint myself, won the "excellent operator" title, recognized and praised.

I remember one night I received a call from a customer who said that his home phone was robbed, and that he had to stop immediately, but he could not report that the owner was his lover's ID card number and was politely rejected by the operator and told him that he could only go to the business hall tomorrow to deal with it. When I received his call, he looked quite agitated, and it was obvious that he had called in many times. What should I do if there was no watch commander present? Strict adherence to rules and regulations is our rule, but the interests of the customer may also be at stake at this point. In the words of the customer, "I swear on my honor," such heavy words, I immediately said, "Sir, I believe you ..." I immediately said, "Sir, I believe you..." and wrote down his personal ID number in detail, and told him to come to the office tomorrow to handle the follow-up matters. The user thanked me sincerely. This incident gave me a very deep feeling. When dealing with a thorny and sensitive issues, when the interests of customers and the company's rules and regulations in conflict, but not to the detriment of the company's interests, we are more for the user to consider or afraid to take some responsibility? Is not seemingly wrong with the justification for excuses or flexible treatment, dare to take some responsibility? Do a customer service staff is never simply do a thing. To do a good job, well-considered, pinpointed, which is to work hard to work. The so-called for the sake of customers, for customers to share the worry, to achieve customer wishes, never the mouth of the sentence "Mr., your mood I can understand" can be completed, but we need to have the courage to take responsibility for the sense of responsibility and good at analyzing and dealing with the judgment and the implementation of the ability to truly complete the wishes of the customer to enhance the quality of our company's services and service! Image. This is a challenge for everyone engaged in the customer service industry, both physically and intellectually, but this challenge makes my life become wonderful and full.

To be a qualified customer service staff, I think only good business work is not enough. Usually I will study books related to work, such as "sales psychology", "market service marketing", "telemarketing", etc., and colleagues to discuss cases related to telephone service skills, more enrich themselves. Understand the customer psychology, so that I understand from experience, "Sorry", "I'm really sorry" than "Sir, I'm sorry" is not easy to cause customer resentment, a sentence of "We will transfer to the business sector, or that we will transfer ** department (direct name of the department) for you to deal with" than "we will transfer to the relevant departments to help you deal with" is more acceptable, the user will feel that it is not in the perfunctory.

I often in the customer service forums and peers to exchange ideas, tell our customer service people their own customer service story, together to discuss the future of our customer service. Concerned about the development of the customer service industry, concerned about the customer service group, concerned about the mental health of this group and changes in mentality, as well as this young group of young people in full bloom of career planning and career transition, concerned about our customer service personnel themselves, to understand our own professional growth environment, I do not feel that this is more than the focus on the psychology of the customer or focus on the other vulnerable groups in the community to be much less important. These are good for us to do a good job of customer service, the future to a more stable mindset towards our work is helpful. This is also meaningful to our business.... We should be more personally to understand. I want to be a qualified, excellent, comprehensive quality of customer service personnel, these should be concerned about.

Ordinary customer service, extraordinary career. My experience is ordinary, do things is also very ordinary, but each time stage of the work gained, the thinking, the realization is priceless. I think this is what I do a China Telecom operator engaged in customer service work, a starting point for the challenge of life.

In the past year, I mainly after-sales commercial work, in the company's leadership and colleagues of the correct leadership and care and support, in line with the positive attitude and enthusiasm of the spirit of service, to do their best work. But there are still some shortcomings, now will be this year's work and personal feelings about the situation to do a summary, I hope to be able to help in the future work.

First, the lack of learning in the industry, in order to do a good job must take the initiative to go deeper into it, to experience the customer's psychology and industry dynamics.

Second, we need to take the initiative to master the relevant work skills and techniques, and flexibly apply them to specific tasks.

Third, before the work of a good personal work plan, reasonable arrangements, timely completion of the work, to ensure high efficiency.

In the work, any small link of error may lead to the failure of the whole work. So pay attention to each link and do it meticulously. Learn to record every event and every important link, for future study and review to provide materials and basis. A new year, a new start, I hope I can better improve themselves.

(1) strive to improve the quality of service, do things neatly, efficiently, without error. Service attitude should be good, reception of guests to continue to accumulate experience, to give guests a good impression. Answer the phone, but also to continue to improve the language skills; clever question and answer customers. Try to make every customer satisfied.

(2) to strengthen etiquette knowledge learning. Such as spare time to seriously study etiquette knowledge, public **** relations. Understand the common sense of etiquette that must be observed in dealing with people, including sitting, standing, speaking tone, eyes, and answering customer questions skills and so on.

(3) to strengthen communication with the company's departments. Understanding of the development of the company and the work of various departments, with these knowledge reserves, on the one hand, can timely and accurately answer customer questions and accurately convey information. If there is, need to be within the scope of the ability to briefly answer the customer's questions, but also to seize the appropriate opportunity to publicize the company.

(4) efforts to create a good front office environment. To maintain a good image of the company's facade, not only to pay attention to their own image, but also to maintain a good environmental health, so that customers have a pleasing feeling. Keeping a good mind is necessary for every after-sales personnel. Regardless of the customer's attitude is good or bad, we should adhere to a good working attitude, sincere communication for customer service. Maximizing the protection of customer interests is an important part of improving the core competitiveness of the products we sell, thus establishing the company's image and maximizing customer satisfaction and loyalty to the company's products.

In view of the above problems, in the future work to strengthen the professional skills of learning to strive for greater progress, but also to strengthen the management knowledge learned to apply to the work of the team to play the strength of the team to do more work to a higher level.

This year is the second full year since I became a working person. Civil engineer is the first job I engaged in, is a starting point for my career, I also cherish this, and make every effort to adapt to this position. Through a year of continuous learning, as well as colleagues, the leadership of the help, I have been fully integrated into the ******* family, personal work skills have also improved significantly, although there are still such and such inadequacies in the work, but I should say that this year paid a lot, but also gained a lot of my own growth, but also gradually mature. Now on the 10 years of work is summarized as follows:

First, a year after my unremitting efforts

Completed a phase, the second phase of construction data collation and handover of work, the second phase of the project landscaping, landscaping work, ****c group pre-construction preparatory work, c group model house project, such as the leadership of the company's other work delivery

1, a two-phase project construction data collation and transfer of work

The first half of this year, the second phase of the project was successfully handed over and delivered to the owners to use, the project must be handed over before the handover of the construction data collation handover is complete, I carefully check the construction data of each building are carefully reviewed, and strive to do a not miss, not missing, directory neatly, to ensure that the information is complete before the handover of two-phase 13 buildings, all floor plans, warranties, and the construction data are all carefully reviewed. Before handing over the 13 buildings of the second phase, all the floor plans, warranty certificates, instruction manuals, I have to prepare in advance, ready to hand over to the owners to give full protection. The record data of 13 buildings in Phase II were all sorted out by my hands, and then under the guidance of the leaders, I successfully completed all the data sorting work before the delivery of the house. After the handover, due to the excessive information and its importance, it needs to be transferred to the company's archives for safekeeping. During the transfer, I had to reorganize more than 100 boxes of information of 30 buildings in the first and second phases, so as to keep records of each of them and to make a directory that can find out any one of the information from them. During the period I spent a lot of energy, spending nearly a month's time, and finally live up to the leadership of the entrusted to all the information are rearranged.

2, the second phase of the project landscape, greening work

At the beginning of the year, I took over the second phase of the project landscape, greening work. Landscape, greening work relative to the modernization of the district, although the proportion is small, but significant. It is indispensable for the modern new living quarters. Due to adequate preparation, the second phase of the landscape, greening work went very smoothly.

However, the late acceptance, due to the specifications of the seedlings, a variety of species to our acceptance of the work has brought a lot of trouble, and ultimately, I through the cooperation with the Ministry of Technology, all the species of seedlings, the number of specifications of all the verification in place. Finally successfully completed the leadership of the delivery of this work.

3, ******** project

In early September, received leadership instructions. To build group c model house. It is 10 years in the national real estate downturn, the company's leadership wise decision *****c group to start construction, the formation of **** plus a microcosm of this new house type. It is good or bad directly affects the sales performance of the three-dimensional stacked after the opening, but also the company this year that b group sales situation is not optimistic after a new initiative, its success or failure directly affects the company's success or failure this year.

After receiving the instructions of the leadership, I quickly put into the actual work, in order to achieve the expected results, I 3 times in 2 days to locate the line, and ultimately meet the leadership of the expected results. In the construction process, I am not afraid of hard work, hard work, and strive to work at the scene, after work due to the need for the project many times overtime work. Later due to the intervention of the decoration company, which requires good coordination and organizational skills. Efforts to deal with the friction and conflicts between the two sides in the construction process. Finally, the model house project was successfully completed before the opening. For the company after the opening of the sizable sales situation and turn a loss into a business to make its due contribution.

After the successful opening of ********, I cooperated with the technical department. I was involved in the late finalization of the model house.

Second, a year of work experience

1, maintain a good mindset and positive in the work attitude. As a member of the "****", I consciously abide by the company's rules and regulations, and obey the work arrangements of the higher leadership; to the company's absolute loyalty to the attitude of the work into the work of the company, the company's things as their own home to do, in the solution of the site construction management, coordination and other work, based on the actual situation of the scene. Think proactively and consider the work that should be done by yourself instead of waiting for the leadership to arrange. With the master's mind into the work, to maintain the company's image and interests are not damaged.

2, to integrate themselves into the company's collective, relying on the collective wisdom and strength to complete the work. In my work this year, I have completed a lot of work at all levels of leadership and colleagues to support and help.

3, through a year's work to find themselves there are many shortcomings: in the work of dealing with the scene, the management is not strong enough; to deal with the problem is not too careful, these problems I will be in the new 20xx year pay more attention to overcome.

20xx year, for me is to explore, learning, progress of the year, in the face of the work content is not the same as before, I corrected their own mentality, give full play to the competent initiative, proactive thinking. In such a year, I enrich myself through their own labor, through the leadership to give themselves the opportunity to broaden their horizons.

February 2, 20xx, I have the honor to become a member of the Beijing super map, should be employed as the company's java software engineer. Into the post since, under the leadership of the departmental leadership, I feel that no matter learning, technology, life and other aspects have been greatly improved.

In 20xx, I mainly completed three aspects of the work:

1, Jingmen Petroleum Petrochemical inspection system research and development.

The project is the first time since my work involves research, for me it is not a small challenge. During the research process, I learned how to understand the customer's needs through communication with the customer. Due to my lack of work experience, some problems are reflected in the research work. Can not be very direct in the communication with the customer to understand the customer's more accurate needs, there are a lot of need to communicate with the customer many times in order to understand the customer's final needs, but also did not take themselves as the end user and stand in the user's point of view to consider the problem, these are my work in the future need to improve and improve the place. In the inspection system development work, let me further consolidate and strengthen their development capabilities.

2. Development and maintenance of Telecom 12530 value-added services.

Since May, I have been taking over one of the company's main businesses, 12530 telecom value-added business. Due to the sudden departure of the colleague in charge of this project, the handover of this project was not done well enough, which caused great difficulties for me to take over this project smoothly. As soon as I took over the project, I had to start a new polling campaign and modify some major codes, which made me feel pressure and almost gave up. In the end, under the guidance and encouragement of Mr. Jin, the campaign was successfully completed. After the completion of this voting activity, in order to avoid the next colleague to take over this project and I encountered the same difficulties, I took the first time to add the relevant technical documents of this project to ensure that other people can carry out the work of this project smoothly. Through this project, I strengthened my ability to work under high pressure and found more confidence.

3, Xiangfan, Ezhou home network service center development and implementation.

In these two projects, in addition to the development work, but also gradually involved in project management responsibilities, so that I have improved my personal ability. In order to successfully complete these two projects, in addition to completing their own work, but also take the initiative to care about the completion of the work of other colleagues. I was able to improve my project management and control of project progress. The successful implementation of Xiangfan and Ezhou domestic network service centers will lay the foundation for our company to take the domestic network service centers in other cities in Hubei Province. Outside the work, I also pay attention to the improvement of personal ability. After work, take the initiative to learn some new technologies, communicate with colleagues to build a ssh development framework. Also learn spring security knowledge, the accumulation of these new knowledge, my future work has a great help.

20xx year work outlook:

1, will learn springsecurity integration to our own ssh framework, further improve the framework.

2, the use of built ssh framework, the development of a set of oa system platform.

3, do a good job in Xiangfan, Ezhou home network service center maintenance work.

4, I hope that the company can take a lot of other cities in Hubei Province, continue to develop and implement other cities in Hubei Province, domestic service network service centers.

5, continue to learn new technologies, and strive to improve their personal capabilities. For the future can be better, smoother work to lay the foundation.

6, I hope that through their own progress and efforts, can make their greatest contribution to the development of the company, reflecting their greatest value.