Alex Joseph Email & Phone Number

United Kingdom

• Work with Bolt’s Regional Safety teams to maintain, support, and ensure continual improvement and adherence to Bolt's Incident Reporting System.• Ensure issues are resolved in a timely manner and within the company’s SLA.• Improve CSAT scores through deep dives, quality assessments and trainings.• Lead and manage a team of Safety Specialists.• Analyse incident data to develop further risk mitigation strategies. Establish and report on High Priority Team’s Key Performance Indicators. • Reviewing and maintaining healthy headcount in order to respond to all incoming High Priority cases within agreed SLAs. • Retrospectively analyzing hiring plan and course-correcting methods/plans towards achieving healthy headcount. • Liaise with law enforcement concerning safety issues• Train and develop support specialists in my team• Contributing to ambitious, but achievable goals that support improvements in our overall safety delivery.

United Kingdom

• Analyze and check the performance of the team.• Ensure that the quality of responses by the team is on target.• I managed and monitored the performance of agents across Nigeria.• Create reports and analysis.• Create and approve work processes while creating articles detailing the processes.• Ensure all raised complaints and issues are resolved within the specified time frame.• Analyze data from different support channels.

United Kingdom

Respond to customer complaints using ticketing systems(Intercom and Zendesk), phone calls and walk in support• Ensure all customer issues are resolved.• Adhere to the customer support metrics of First Response Time and Total Resolution Time.• Resolve a target of 100 emails from customers