Chloe White Email & Phone Number

Bracknell

Reading, United Kingdom

• Provide Customer Success services to assigned clients & region, working with the Account Owners to protect from churn, drive increased usage and adoption, improving client perceived value & improving customer.
• Developing and maintaining superior product and technical skills in order to be able to support assigned clients when necessary
• Managing situation resolution for allocated Clients and ensuring clear communication with … Show more
• Managing situation resolution for allocated Clients and ensuring clear communication with Account Owners
• Contributing to developing, implementing and continuously improving customer success policies, programs, methodologies, metrics and escalation processes by analysing data and making improvements and/or developing new.
• Reporting on key metrics for the assigned portfolio of clients to include Churn, Satisfaction Measures, Activity Reports, Adoption and Utilisation Improvements Show less

Reading, United Kingdom

• The hiring, onboarding and leading of a team to budget
• Managing of 5 agents across three different time zones.
• The creation and launch of standard operating processes and methods for managing both inbound and outbound customer interactions including scheduling appropriate coverage
• The creation of standard management and quality control processes for monitoring customer experience, call statistics and staff performance
• Development of effective… Show more
• Development of effective, automated, management and executive report packs including escalation tracking, call quality and performance metrics, customer experience and effectiveness of outbound call campaigns

Reading, United Kingdom

• Answer in-bound telephone calls, emails and tickets submitted directly by customers into the support queue.
• Provide help and assistance on general usage and basic technical questions, advising customers on the best way to use Invenias and solve application usage questions over the telephone and via remote support software.
• Become an application specialist, with a thorough understanding of the Invenias products and services
• Evaluate a problem objectively and creatively using a… Show more
• Evaluate a problem objectively and creatively using a variety of approaches and making sound recommendations to the customer.
• Take ownership of problems and be proactive in the resolution of support cases with the aim of minimizing the average response time for support tickets.

• One of two Team Leaders managing a fifteen agent team.
• Conducting Interviews, PIP’s, Counselling, leavers meeting.
• On call duty manager.
• Dealing with third level escalations
• Providing daily and weekly reports to higher management and customers.
• Collating individual agents work statistics, including telephone stats, call updates and Aux Analysis

• Providing 1st/2nd Line support for the Police and other agencies within the UK for MobileID Fingerprint devices.
• Using Active Directory on a stand-alone PC to create Operator accounts and re-set passwords.
• Dealing with a high level of telephone and email enquiries.
• Managing call queues, proactively chasing and providing updates.
• Scheduling the collection and delivery of devices with a 3rd party courier.
• Providing reports for weekly/monthly… Show more

• Organizing and processing the release of hardware associated with reported faults.
• Dealing with a high level of telephone and email enquiries.
• Diary Management of a UK wide Field Engineer team in order to progress calls.
• Proactive ownership of any calls that are raised in allocated area.
• Supplying customers both internal and external with timely updates on call progression.
• Routine updating and closure of calls on the computerized system.

• Logging fault calls via the IT system.
• Allocating engineer visits for house calls.
• Addressing and dealing with all telephone and email queries.
• Offering basic technical assistance and advice on the complete product range.
• Complaint handling from the general public

• Co-ordinating colleagues’ ledgers.
• Taking proactive ownership of ledgers to improve my knowledge and capability.
• Printing and despatching invoices.
• Liaising with customers to clarify their queries.
• Arranging and the transmission of files and documents between branches.
• Filing scanning, e-mailing, faxing documents and other office administration.

• Level 4 Nvq Diploma In Management (Qcf), Customer Service Management, Pass

Self-Study - providing the ability to work at a more strategic level in an operational and planning capacity, provide an in-depth.

Level 3 Diploma In Management (Qcf), Customer Service Management, Pass

Self Study - Learning how to lead a team effectively as well as understand what is expected and required of a competent manager.

Bnd, Visual And Performing Arts

Gcse