Investigate and conceptualised Zendesk implementations, administration, initial set-up/configuration, and continual development:● Analysed business needs to create initial procedures, workflows, and map processes advocating efficient system configuration●Developed effective workflows to encourage self-service and drive down manual support costs estimated a 50% reduction in support tickets

Co-ordinated and engaged with customers to effectively implement software tools (Microsoft Office Add-Ins):● Delivered product demonstrations to customers worldwide to transfer technical knowledge to customers to maximise potential (10x ROI)● Refined and optimised technical document, marketing communications, and website content● Engaged in the fulfillment of new deployments and cultivated projects from the beginning to the end

Organised and facilitated the transition of 28 clients to a new CMS/Marketing software:● Successfully transitioned 2500+ media assets within tight deadline due to system wind-down● Negotiated enhanced contract terms, including a 25% multi-year discount● Identified and communicated requirements between the business owner and platform providers, including chairing daily project meetings between key stakeholders

Dealing with various calls and fraud alerts as a first point of contact for Card Holders, within a busy team, supporting different clients with all of their needs:● Handle varied customer inquiries and problems via the telephone● Researches problem areas and documents processes used to correct issues● Handle both inbound and outbound calls, which are predominantly routine, but may require deviation from standard screens, scripts and procedures.

Manage and lead the implementation of a customer support tool to multiple external and internal stakeholders across different communication channels (Zendesk Support, Guide, and Chat):● Incorporating the day to day control and oversight responsibilities which includes maintenance while driving continual development and innovation● Analyse and define requirements and processes into user stories in line with agile methodology ● Design and implement system configuration which included marketplace and third-party apps● Demonstrations of system capabilities/functionality (in person and remotely) to all levels● Produce and present Proof of Concepts with limited information and to meet strict deadlines● Script and execute tests (UAT, end-to-end testing and continual testing cycles)● Provide agent training (in person and remotely) and supporting documentation● Help Centre content creation and administration● Research social media integrations● Analysis and testing of in-house bots which utilised Zendesk Support and Chat

Developed productive and profitable relationships with clients by identifying sales leads:● Increased like-or-like sales by 20%, and attained a first-month sales % of 100% (up from the previous level of 60%) by identifying opportunities for campaigns, services, and distribution channels● Co-operated with technical staff and internal colleagues to exceed client needs and expectations and educated clients on new products and services

Contacted small to medium sized businesses to complete a energy consumption and cost comparison, generate leads through own research and opening and closing the whole sales process. Main achievements: ● Implemented a new sales initiative and system development which increased like-for-like sales and improved the after-sales experience. ● Consistency met sales targets and promoted from Sales Agent to Senior Sales Agent to Sales Expert.

Team leader managing a team of administrators responsible for the omni-channel internal customer support tool:● Effective planning and managing of daily work load to ensure deadline are met and the team have an even allocation of work.● Assist department manager with ad-hoc tasks, project and audits. At times required to work closely with the KANA development team to ensure a smooth handover of new developments.● Actively champion and promote the use of The Knowledge Base throughout the business and facilitate monthly focus groups to assist with this. ● Delivering improvements for the department's functions. Conduct monthly performance reviews, return to work interviews and manager overtime accordingly.

● Ensure the Knowledge Base and Procedures systems are kept up to date● Ensure all information on the Knowledge Base is accurate and of high quality● Uphold team best practices are followed to ensure consistency across the Knowledge Base system ● Maintain regular contact with business areas to ensure procedural updates are processed in good time

First point of contact via telephone/ email to clients:● Dealing with existing clients answering complex queries● Investigate various payments and resolve any queries relating to this payment working to strict deadlines.Promoted to position of Knowledge Management Senior Associate