Dave Ryan Maya Email and Phone Number

• Provide technical support for complex issues affecting Refinitiv products to customers, internal partners, and 3rd party engineers.• Remotely resolve issues or look for trends and implement preventative measures.• Demonstrate innovative technologies to ensure globally-consistent support tasks.• Provide expert technical support for several LSEG products.• Work with Product teams and Development groups.• Record all customer queries, interactions, and investigation progress in the CRM tools provided (Salesforce).• Keep clients updated throughout case life-cycle.• Follow all policies and procedures for managing and raising customer issues to reduce resolution times.• Work with 3rd party service providers.• Perform break fix activities affecting customer sites remotely and arrange for on-site dispatches when required using global consistent methodologies and tools.• Provide expert technical support for problem resolution, including reproduction of customer issues.• Provides high-quality technical advice to internal partners and 3rd party engineers.• Maintain awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing.• Create and maintain knowledge documents.• Deliver product or technical trainings to frontline teams.• Call out major, elusive, and recurrent issues that are impacting clients.• Able to work shifts (desk will provide 24hr coverage).• May be required to work weekend on rotation basis.• May be required to work as part of the project implementation team to integrate LSEG's products at customer site.• May be required to deliver technology or product training to customers.

• Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.• Logging and classifying all calls and requests for assistance in the customer relationship management system (SalesForce).• Filter and escalate enquiries relating to other aspects of the Thomson Reuters business and handover to the appropriate department.• Manage the resolution process for customers relating to data and applications for a particular product/s.• Track enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction.• Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.• Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include escalations to the team leader and other support, sales, engineering or resolver groups as appropriate.• Recognize and escalate recurring problems, inferior processes or outdated procedures.• Accept additional projects or areas of responsibility that will improve the team’s performance.• Proactively contribute to the TRCS team and the achievement of its goals.

• Responsible for the day-to-day supervision of a group of Technical Support Representatives including work and attendance monitoring in accordance with organization policy and applicable legal requirements• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations• Communicate expectations to employees and provide timely updates• Provide subject matter expertise in handling escalated customer calls as needed• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.• Stay current on internal work processes, policies, and procedures. Attend required manager development training.

• Responsible for the day-to-day supervision of a group of Sales Associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations• Communicate expectations to employees and provide timely updates• Provide subject matter expertise in handling escalated customer calls as needed• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.• Stay current on internal work processes, policies and procedures. Attend required manager development training.

• Evaluate all interactions assigned by Quality Manager on a monthly basis according to established assignment process. • Liaison for the monthly/quarterly quality reports of the program assigned by the Quality Manager.• Participate in Appeals Process as assigned by Quality Manager.• Escalate any recurring issues with process, policy and procedure that happen at either the agent level or appear to be a systemic issue within the client supported.• Provide direct input for daily or weekly summaries provided for the host sites which allows for better insight into evaluation outcome.• Update all evaluation trackers as assigned by Quality Manager. • Participate in all recursive training as instructed by Quality Manager. • Facilitate bi-weekly calibration meeting with the managers, site quality manager and client.Officer-in-Charge Duties: • Provide on-board training to new/transferred Quality Representative. • Formulate/Monitor the progress of the projects and initiatives of the program. • Spearheaded the Fraud and AHT analysis of the Dell Sales and Tech account.• Coach/Mentor fellow QR within the assigned program/account. • Communicated with client/operation for updates and feedback.• Provide bi-weekly/monthly reports• Attend business reviews/TQO meetings.