Additional to the below in Customer Support Specialist, managing the 1st line support team. Reporting on calls and ticketing statistics. Ensuring team adheres to daily routines. Join weekly meetings and conference calls with clients and internal teams. Being first point of call for premium clients. Work alongside CSM’s, ProdOps and DevOps to resolve client issues or queries efficiently. Assist and coach clients with the functionality of the application. Replicating issues in test environment, documenting in detail steps taken to resolve, and identify potential fixes for the application allowing Developers to implement in future versions of the application or add to release notes.Key Accomplishments:• Put a rota in place for the team to overcome timing issues regarding lunches/breaks.• Drove department initiative, to keep minimum tickets unassigned.• Adhered to client SLA’s by replying within the first 2 hours.• Successfully managed to lower Voicemail % closer to target of 5%.• Training and Coaching the team on new processes• On boarding new starters• Interviewing potential hires• Introduced recognition for the team ‘Colleague of the month’ to drive performance and keep up team morale

Provide application support and solutions to an extensive portfolio of clients for Diligent Entities, which allows clients to manage and structure corporate records to improve entity governance. Accurately process calls in the ticketing software Zendesk, which is also a knowledge base tool that colleagues use to assist clients. Where required, liaise with Companies House / CRO (Ireland), for best practice on Efiling. PRODUCT SUPPORT SPECIALIST, CONTINUEDKey Accomplishments:• Developed key relations with most clients which resulted in myself being first choice for assistance.• Regularly have been a top resolver for daily, weekly and monthly statistics measured on the ticketing software.• Spend no more than 0.5 hours on 90% of own tickets.• Have an excellent customer satisfaction rate of 95%• Have recommended different elements within the application, and then directed clients to CSM’s for Sales queries.• Taking on responsibility within team organising lunch breaks, ensuring phones are covered during busy periods, sickness and holidays.• Taking on challenges and any other tasks from Senior Support or Manager or CSM team.Key Accomplishments:· One of few new starters to be taking client calls after 4 weeks of joining.· Developed key relations with most clients which resulted in myself being first choice for assistance.· Regularly have been a top resolver for daily, weekly and monthly statistics measured on the ticketing software.· Tackled the Unassigned tickets queue from 265 down to 10.· Spend no more than 0.5 hours on 80% of own tickets.· Have an excellent customer satisfaction rate of 96%· Have recommended different elements within the application, and then directed clients to CSM’s for Sales queries.· Taking on responsibility within team organising lunch breaks, ensuring phones are covered during busy periods, sickness and holidays.· Taking on challenges and any other tasks from Senior Support or Manager or CSM team.

Provide first- and second-line support and solutions to multiple customers. Maintain exceptional customer service in a challenging high-pressure environment. Recommend strategic up-sells on additional products and services. Log user incidents and requests via email and telephone. Troubleshoot system and network problems and explain technical solutions clearly. Ensure all problems are completely solved to customer satisfaction and help clients understand how to prevent future issues. Cultivate relationships with internal team members in order to effectively escalate problems when necessary. Train new team members. Comply with company-wide security practices. Participate in weekly team meetings to provide news and updates.KEY ACHIEVEMENTS:» Maintain a minimum first-time fix rate of 50%.» Achieve KPI of 95% call pick-up; answer all calls within six seconds in compliance with SLAs.» Chosen to assist with senior tasks such as daily ticket checks to ensure adherence with SLAs and OLAs.» Selected to run weekly conference calls with clients to discuss high-priority tickets.» Frequently the first choice to support other teams when short-staffed due to holidays or illness.» Responsible for updating run books with new processes and best practices as necessary.» Improved conference call efficiency by developing a detailed system to record status, next steps, and targets.» Increased team efficiency by implementing a rotating task schedule that minimized time wasted by switching operations.» Reduced ticket queue from 385 to a manageable 40.

Ensured store was prepared for optimal customer experience daily. Performed full walk-around upon handover from evening duty manager, checking that all necessary tasks were completed. Secured a safe working environment for night team members and ensured proper staffing to complete back-stock and delivery tasks. KEY ACHIEVEMENTS:» Reduced shrink by analysing key data and advising management to reduce orders within specific departments.» Took additional initiative to analyse out-of-stock and best-selling items to improve ordering efficiency.» Improved store sales by ordering several special offer products weekly; frequently sold out.

Oversaw departments including Grocery, General Merchandise, Pet Food, Household, Beer/Wines/Spirits, and Fresh Foods. Managed stock control, compliance, and price integrity.KEY ACHIEVEMENTS:» Increased sales and drove trade performance by promoting key products and effectively promoting new ranges.» Achieved highest sales increase for BWS (35%) and Household (46%) across all Tesco locations nationally (2013).» Developed eye-catching displays for weekly offers, resulting in frequent sell-outs.

Led daily Fresh Foods operations including checking expiration dates of products and stock control. Assisted with Compliance team including checking pricing, health & safety standards, and weekly checks to ensure successful audits. KEY ACHIEVEMENTS:» Named Leader of the Year for enthusiasm and drive to excel in sales, department standards, and team morale.» Earned a promotion from General Assistant within six months of hire.» Frequently recognised for excellent leadership skills and proactive thinking.» Turned around an ineffective Fresh Foods department into a positive-performing operation.» Selected to assist Compliance team to ensure adherence to legal standards.» Chosen to serve as Duty Manager in his absence.