This role included all responsibilities and duties of my previous role as a Customer Service Representative as well as additional duties as a supervisor. Communicating with multiple departments to ensure open communication channels and establishing inter department relationships. Acting as point of contact for assisting agents with any problems they have in relation to the queries they receive from customers, as well as acting as point of escalation for unhappy customers and anything that needs additional authority. This role required a high level of inter-personal and organisational skill, as well as fulfilling the duties of my previous role to meet my monthly and yearly KPIs I was responsible for supervising teams in in-game, technical and billing support across phone/email/in-game contacts. Helping to create and implement internal best practices and processes, acting as manager on duty which required management of site-wide performance, discovery and investigation of incoming ticket drivers, queue monitoring, and handling of tool outages from reporting stages through to incident recovery. Identifying and investigating large scale game issues such as server outages and exploitable or game breaking bugs and communicating with relevant departments to ensure a timely resolution. Keeping customers affected by larger issues updated and providing important information that advisors can use to reassure their own contacts affected by the issue.

Billing and accounts, technical, as well as in-game support for the game Star Wars: The Old Republic. Providing top tier customer support across three mediums, whether a customer had problems paying, technical issues with their pc and loading the game, or problems in-game such as missing items, bugs, broken characters. Using multiple tools and systems to investigate and solve a customer's issue to their satisfaction.  This role required a high level of investigative skill especially with regards to in-game issues, from discerning if a person was using third party applications to grant themselves an unfair advantage to reviewing event logs for in-game problems to account issue and technical problems. The event logs were highly detailed and presented in a very technical manner which could often result in confusion. As such I was often made point of contact where I would be expected to assist other agents, share my knowledge and instruct them in how to process in-game support requests. Excellent monthly and yearly reviews.

Responding to a wide range of queries by telephone, email and post that shareholders have in relation to their holdings in different companies. Some examples of the kind of queries received are; how many shares a shareholder holds at any given date, when and how the next dividend will be paid to them, the different corporate actions and changes a company might go through and what effect this might have on a their holding. This role has helped me to improve my verbal and written communication skills by a large degree, as well as my ability to adapt to different situations when the need arises. This role has also helped to increase my knowledge of the stock market and the role a share registrar has in relation to the market and how shares are held and maintained, whether it be with the registrar itself or through a company nominee.

Fulfilling the service requests of the Orange employees by providing and/or installing software onto the employee’s user account and/or computer, setting up user accounts for certain software and internal websites. Other duties include organising and prioritising my own work load while working towards set targets. This role has helped to improve my communication skills both on the telephone and by email. It has helped give me a lot more experience in an IT environment as well as increase my knowledge of IT systems and procedures. I have also improved my ability to organise and prioritise tasks and achieve set targets.

Providing technical assistance to BT broadband business customers in a wide range of areas, including connection, email, ftp issues and more. Other duties involve achieving set targets daily.  This role helped me improve my customer communication skills over the phone, most noticeably my reflective listening skills, and has helped me to obtain a lot of experience with a range of computer systems. I feel that my technical knowledge has been improved greatly along with my ability to achieve set targets.

Setting up conference rooms, Customer service, Bar work, Setting standards in conference rooms, Organisation, Precision, Team work. This role gave me great skill with customer service and the ability to talk to people in a professional manner. It has also helped me become organised.