As an accomplished Customer Support Manager, I possess over a decade of experience leading high-performing teams in APAC, managing 10 Tier 2 agents in Australia and New Zealand, and supervising 10 Tier 1 and scheduling team members in Mexico. My role extended to setting up the Tier 1 and scheduling team in Mexico, providing comprehensive training and ongoing support. I also took charge of hiring new Tier 2 staff and implementing a successful training program for them.I actively prioritize the development of my team members, conducting 1-on-1 coaching sessions and organizing training programs to enhance their knowledge and expertise. Building collaborative relationships, I proactively engage with other team leads and departments, contributing to improved cross-functional cooperation and customer support processes. My ability to tackle escalated cases and collaborate with various teams showcases my strong problem-solving and communication skills.Currently, I am serving as the project manager for a critical 3G to 4G migration project, coordinating the seamless swapping of over 90,000 devices for our extensive Australian and New Zealand customer base. With a proven track record of meeting KPIs and driving customer satisfaction, I am enthusiastic about applying my expertise to further elevate customer-centric practices and contribute to the success of a dynamic organization.

During my tenure at Fairfax Media, I played a pivotal role in ensuring the timely delivery of daily newspapers by efficiently coordinating with customers and delivery drivers. My dedication extended beyond logistics as I actively engaged with customers, fostering strong relationships and successfully signing up new clients while retaining existing ones. Additionally, I offered valuable support on the News desk phone line, where I interacted with the public, gathering news tips, and facilitating conversations with reporters regarding articles.Moreover, I demonstrated a deep commitment to my role by becoming a Subject Matter Expert (SME) in the product. This expertise not only enabled me to handle complex challenges effectively but also positioned me as a go-to resource for my colleagues. As an advocate for a positive work environment, I took pride in assisting new staff members during their onboarding process, ensuring a smooth transition into their roles.Overall, my multifaceted contributions and proactive approach significantly impacted the success of the organization, exemplifying my ability to excel in diverse responsibilities and cultivate a collaborative workplace.

As a results-driven Pub Manager, I successfully oversaw staff scheduling, recruitment, and stock management to optimize operational efficiency. My leadership as the sole Duty Manager ensured strict compliance with RSA regulations and prioritized the safety of all patrons. Collaborating with local authorities, I upheld a secure environment and implemented innovative strategies that attracted new clientele and enhanced the overall pub experience.

At Wix, I was given in-depth training on the tool and how to best help the users of the Wix tool. This tool allows everyday users with no coding knowledge to create their own beautifully designed websites. I was doing training for 1 ½ months and then my day to day task was to respond to the customers via email and resolve their issues in a timely manner. I was given in-depth training on the tool and how to best help the users of the Wix tool.

Working as i waiter, I had to make sure that my section was constantly kept tidy and clean and that all my customers were taken care of. I also helped my colleagues to make sure that they were managing in their section.

Managing a Customer support desk with 30+ specialists. Maintaining standard set SLA's and Metrics. having a good understanding of the Ariba platform, both Sourcing and Network sides of the application. Encouraging and leading the specialists to provide a WOW! service and help their reach their personal MBO targets. Lead the hiring management of all candidates for the customer support role by assisting HR in finding the correct candidate for the role. Introduction to Service desk to potential customers and explaining the benefits of purchasing Customer support.

Giving account specific client support and customer service on company specific supported applications and platforms. Having 65 agents to manage with 24/7 support and making sure all shifts are covered. Insuring that the staff and service desk are meeting all SLA agreements (FCR, ASA, ATT) on a daily/monthly basis. Keeping up to date with new software and hardware tools and passing knowledge on to team. Daily DSR meetings with the client and other resolver groups.

At the kindergarten I was in charge of 10-15 children, helping them with their learning of English as well as play, education and social development. At Confucius I was teaching adult classes at all levels. At both positions I was in charge of creating my own curriculum and bringing in my own teaching tools and materials to use in the classes.

Starting as a bar back I managed to work my way up to becoming a manager. Having the responsibility of 50+ staff and to manage 3 separate bars a gaming room and a restaurant on a daily basis. Maintaining High standards at all times of spirits and wines, food service, health and safety and helping to deliver the best quality customer service

Provided leadership and management to the business and was also in charge of the day-to-day running of the various departments of the restaurant. E.g. Kitchen, Bar and Restaurant and having a full understanding of all 3 departments. Also responsible for effectively developing, managing and leading the restaurant team to provide excellent customer service and keeping up to Canadian food and beverage standards.

I was responsible for the Food and Beverage section of the football club. This included 3 bars and teh restaurant. We were also handling functions such as weddings, parties and also when th eteam came back after a game. My main responsibilities Daily and weekly reconciliation of sales/end of week/payroll and also staff rota and duties.