- Incident Watchman responsible for monitoring all global service alerts for backend services, transactions and outages.- Investigating potential outage/service disruption events and managing response.- Leveraging tools such GCP, JIRA, NewRelic, among others to help investigate, understand and resolve service/user issues while streamlining priority issues to relevant engineering/product teams.- Expanding and maintaining a broad financial product and application feature knowledge spanning the entire product ecosystem- Collaborating with CXMs, product owners and eningeering teams to convert product issues into improved user experience

Global Subject Matter Expert for all Google Nest app, hardware, and software productsCollaborated with multiple internal departments ranging from manufacturing, legal and logistics to execute project-based testing plans for new and existing products, encompassing firmware, software, hardware, and UX globallyManaged a community of 8,000+ internal & external product testing participants across APAC and EMEA, handling end-to-end tester experience from recruitment to offboardingTranslated user insights & feedback into qualitative and quantitative data points using G-Suite, JIRA, Tableau, and Centercode to inform and measure product successAuthored & maintained technical documentation, standard operating procedures, and knowledge base for internal employees and test participantsMapped customer journey & work flows to identify process waste, improving the customer support experience utilising Lean Six Sigma principles.Troubleshooting hardware, software, app, networking and account issues in the Google Nest product ecosystem to identify unexpected behaviors, engaging with engineering & marketing teams to identify root cause and monitor fix success

Subject matter expert for UK & Ireland HVAC Nest Thermostat installations & troubleshooting Provided white-glove technical support to heating engineers during on-site device installations via phone & emailCo-ordinated Nest Thermostat device installation appointments with partner installer network across in 7 European countriesUtilized installer and customer feedback to identify HVAC/product issues and compatibility across hundreds of HVAC configurationsManaged tier 1 support escalations, including executive and priority escalations for HVAC issues, ensuring timely resolution and customer satisfaction in critical situations.Logged all interactions with precision and accuracy via Salesforce

Supervising 15 – 30 front line agents Real-time KPI monitoringDevelopment and implementation of Customer Service training programmes for new-hires and existing staffGenerating performance reports using MS Word and ExcelLiaising with managers to design and implement Personal Success Plans to improve agent performanceTroubleshooting networking issuesDirectly resolving hot escalations via e-mail, telephone and webchatTriaging cases requiring Tier 3 escalation.

- Delivering inbound technical and billing related support via telephone, e-mail and web-chat.- Providing hardware, software, networking and billing troubleshooting.- Meeting daily, weekly and monthly KPI targets. - Using CRM software such as Microsoft’s CCF and CAP- Directly resolving hot escalations via e-mail, telephone and web-chat- Investigating and reporting customer account theft - Maintained a customer satisfaction rate of over 85% and a resolution rate of 90%.

• Upselling existing prepay customers to bill-pay contracts • Cross selling mobile broadband to existing bill pay customers. • Working with sensitive financial information • Training new staff in systems such as Amdocs and Citrix. • Finding and comparing competitor information and developing sales strategies. • Identifying high quality leads based on phone usage habits.