Coached and mentored over 50 support specialists to be the best in supporting customers.Ran daily unblock-me sessions to help new and existing support specialists resolve customer issuesCross-trained and provided backup support for organizational leadership.Led 3 new projects and analyzed data to identify opportunities for support specialists' improvement.Ensure efficient communication, addressing all issues raised with proper explanations to promote customer self-serviceParticipate in process reviews and recommend suggestions t

Main point of contact for information, work prioritization and implementing new workflows and changesGathering business requirements and documenting proposals for system design and improvementsMaintaining, enhancing and creating workflows, functions and configurations within Zendesk environment according to best practicesProactively gathering feedback, make improvements and communicating change by running a regular forum with key stakeholdersProviding training and user assistance, to support adoption and ultimately lead to customer satisfactionCreating and maintaining Zendesk reports and dashboards, and work with the data team to get data visible in business intelligence tool, LookerPerform system administration functions such as user management, fields, picklists, page layout management, mobile setup, data management (uploads), as well as other configuration itemsMonitor and maintain Zendesk data quality

Key Responsibilities:Proper documentation of the investigation and conclusions to enable easyunderstanding of the problem and it's resolution.Accurate identification of the root cause.Proper testing by the agent to ensure that the solution/fix suggested has thedesired outcome.Ensure customer communication is top notch and seamless, addressing allissues raised. This is accompanied with proper explanations which promotescustomer self serviceAll CRM fields are correctly filled in, as per the company guidelines

Use voice and written communication to ask insightful questions that get tothe root cause of the customers problem.Provide 24x7 online global support as part of a daily shift team.Take ownership of support incidents and use all available resources andknowledge to resolve them.Diagnose, troubleshoot, and develop new solutions that solve the rootcause of customer problems.Write step-by-step processes, technical solutions, and ticket updates tocustomers using clear and concise English.

• Install and configure computer hardware operating systems and applications • Monitor and maintain computer systems and networks • Talk staff or clients through a series of actions, either face-to-face, over the phone, or using their system remotely through the use of Teamviewer to help set up systems or resolve issues with ERP, hardware, software and connectivity problems • Troubleshoot system and network problems, diagnosing and solving hardware or software faults • Replace parts as required • Provide support, including procedural documentation and relevant reports • Respond within agreed time limits to call-outs • Work continuously on a task until completion (or referral to third parties, if appropriate) • Prioritize and manage many open cases at one time • Rapidly establish a good working relationship with customers and other professionals, such as software developers • Test and evaluate new technology • Also assisted and conducted training for clients in setting up their own IT personnel to manage their daily activities. • Research, plan, install, configure, troubleshoot, maintain and upgrade hardware and software interfaces with operating system. Analyze and evaluate present or proposed business procedures or problems to define data processing needs. • Provide on-the-job training to new department staff members. • Work as a team member with other technical staff, such as networking to ensure connectivity and compatibility between systems at head office and across retail outlets.

• Install and configure computer hardware operating systems and applications • Monitor and maintain computer systems and networks • Talk staff or clients through a series of actions, either face-to-face, over the phone, or using their system remotely through the use of Teamviewer to help set up systems or resolve issues with ERP, hardware, software and connectivity problems • Troubleshoot system and network problems, diagnosing and solving hardware or software faults • Replace parts as required • Provide support, including procedural documentation and relevant reports • Respond within agreed time limits to call-outs • Work continuously on a task until completion (or referral to third parties, if appropriate) • Prioritize and manage many open cases at one time • Rapidly establish a good working relationship with customers and other professionals, such as software developers • Test and evaluate new technology • Also assisted and conducted training for clients in setting up their own IT personnel to manage their daily activities. • Research, plan, install, configure, troubleshoot, maintain and upgrade hardware and software interfaces with operating system. Analyze and evaluate present or proposed business procedures or problems to define data processing needs. • Provide on-the-job training to new department staff members. • Work as a team member with other technical staff, such as networking to ensure connectivity and compatibility between systems at head office and across retail outlets.

• On Air Casting of News Bulletin, Anchoring of Programmes and researching news worthy items • Editing of sound tracks, recording and reports. • Reporting of News, Interviewing Local and Foreign Dignitaries • Co-anchoring sport programmes

• Management of the staffing function to ensure that the appropriate quantity and best possible quality of staff are booked for work at the location. • Management of the variable payroll to achieve financial targets set while meeting the operational needs of the location. • Ensuring staffing policies and procedures are adhered through the use of the Core Signature Guidelines. • Controlling the staffing function to ensure a smooth operation, ensure all staff arrive at set times and controlling the staff arrival to the O2. • Providing venue based recruitment and HR services.