A crucial role aimed at IT service management by acting as the frontline support for users encountering technical issues or needing assistance with IT services. The responsibilities typically included:➤ Incident Management: To receive, troubleshoot, and resolve or escalate incidents reported by users. This involved diagnosing technical problems, providing guidance on issue resolution, and ensuring timely resolution of incidents according to service level agreements (SLAs).Manage support requests that routed through a range of networks, such as email, chat, and telephone.➤ Request Fulfillment: To handle service requests from users, such as password resets, software installations, access provisioning, and hardware replacements. To ensure that requests are fulfilled promptly and accurately.➤User Support: Providing technical support and guidance to users, assisting them with software applications, hardware devices, network connectivity, and other IT-related issues. This involved delivering support via phone, email, chat, or in-person interactions.➤Documentation: Maintaining comprehensive documentation of common issues, troubleshooting procedures, and solutions, that acts as a ready reckoner in resolving incidents efficiently and serves as a knowledge base for both analysts and users.➤Monitoring and Escalation: To monitor the status of ongoing incidents and service requests, keeping stakeholders informed about progress and any potential escalations. To escalate complex or unresolved issues to higher-level support teams or specialists for further investigation and resolution.

Job involved a range of responsibilities focused on providing exceptional service and support to insurance customers. From policy assistance and claims management to customer engagement and sales support, your efforts contributed to customer satisfaction, retention, and business success within the insurance industry.➤ Policy Assistance and Inquiry Handling: Served as the primary point of contact for customers seeking assistance with insurance-related inquiries, such as policy coverage, terms, and premiums.Provided clear and concise explanations, ensuring customers understood their policies and making informed decisions➤ Claims Management and Issue Resolution: Facilitating the insurance claims process by guiding customers through claim submissions, documentation requirements, and status inquiries. Adeptly resolved customer concerns and complaints, striving to achieve fair and prompt claim settlements while maintaining customer satisfaction.➤ Customer Engagement and Support: Engaging with customers in a friendly and professional manner, whether through phone, email, or in-person interactions. Effectively addressed customer inquiries, provided solutions to their problems, and fostered positive relationships through attentive and empathetic communication.➤ Documentation and Record Keeping: Maintaining accurate records of customer interactions, transactions, and inquiries using the company's CRM system and other tracking tools. Your meticulous record-keeping ensured that customer information and policy details were up-to-date and easily accessible for reference and reporting purposes.➤Product Knowledge and Education: Demonstrating comprehensive knowledge of insurance products and services to effectively educate customers and address their needs. Communicated product features, benefits, and options clearly, empowering customers to make informed decisions about their coverage.

Played a vital role in the smooth functioning of the Retail store, contributing to its success through effective leadership, operational management, and customer service excellence.➤ Operations Management: Assist in managing the day-to-day operations of the store, including inventory management, ensuring stock levels are adequate, and coordinating with other departments such as the warehouse or logistics team.➤ Customer Service: As a senior member of the team, handled escalated customer inquiries and complaints, striving to resolve issues effectively and maintain high levels of customer satisfaction.➤ Sales and Performance: To work closely with the store manager to achieve sales targets and KPIs (Key Performance Indicators). This involved analyzing sales data, implementing sales strategies, and motivating the team to achieve their goals.➤ Product Knowledge: To stay updated on in-depth knowledge of the products available for selling. Be updated with latest technology trends, features of various products, and be able to effectively communicate this information to both customers and team members.➤ Visual Merchandising: Involved in ensuring that the store layout and displays are visually appealing and effectively showcase the products, which can contribute to increased sales.Skills Gained:People Management, Customer Service and Retention, Merchandising, Sales, troubleshoot common issues with different technological products, Computer Hardware Management including resetting devices, windows, MacBooks, IPads, Android Tablets and surface books. Mobile Device Management for Android and IOS devices.

The role involved successful collaboration with colleagues and the Academic Leader, as well as personal self-assessment, evaluation and review to provide students with an innovative, motivational, supportive and high-quality learning experience in the courses they deliver.➤ Lecturing and Tutoring- Create a positive, supportive, learner-centered environment to maintain and develop a relationship with students;➤ Prepare informative and stimulating lectures based around the syllabus provided by NZQA and developed by UUNZ;➤ Encourage and develop critical thinking skills in students;➤ Develop course assessments and take part in moderation following NZQA assessment and moderation requirements;➤ Maintain good preparation, organization, punctuality, and enthusiasm.