Continuous Service ImprovementITIL AlignmentEscalation ManagementCustomer SatisfactionEscalating and resolving areas of concernProactive Problem IdentificationProblem Categorization and PrioritizationProblem Diagnosis and ResolutionProblem and Error ControlProblem Closure and EvaluationMajor Problem ReviewMajor Incident ManagementIncident ManagementSolutions DatabaseRoot Cause Analysis

Staff Managing a team of agents ensuring the uptime of Cartrack's fleet of MDVR (Mobile Digital Video Recorder) devices.Process DevelopmentDevelopment of processes for new tasks assigned to the Camera Support Department.Process Documentation and OptimizationDocumentation and Continuous Improvement of processes in order to ensure customer satisfaction.Camera Control Process Development Development of processes for managing backend technical configurations of MDVR devices including remote configuration, including Artificial Intelligence (AI) functionality, i.e. Smoking, Safe Following Distance, Cellphone use, etc. Technical Installation SupportManaging a team of support agents responsible for testing of all MDVR installations done by Cartrack technicians to confirm functionality and validity configurations on device.Technical Remote SupportTroubleshooting customer related issues and ensuring the fastest possible resolution to faults reported by customers.Incident/Problem ManagementExpeditious resolution of customer faults whilst maintaining a knowledge database tracking recurring issues in order to identify problems.Trend AnalysisAnalysis of recurring issues in order to establish root causes and overall functional solutions. Manual Footage ExtractionsExtracting footage from SSD/HDD in MDVR devices in cases where remote download is not possible.Customer EscalationsResolution of customer escalations related to MDVR devices as well as services offered by the Camera Support Department.Data Collection and Sanity Checks for System HealthCollection and collation of activity data from MDVR, as well as activity data from Fleet Management devices to provide a clear understanding of overall MDVR Fleet Health.Camera Bureau ServicesFull Managed Service including daily health checks, checklists and proactive monitoring of device functionality.VOD ServicesRemote download of footage for Camera Bureau Customers.Continuous Service Improvement

Establish Customer Support PracticesHire and Train Customer Service EmployeesAnalyze MetricsEnsure Customer SatisfactionBuilding long term relationships and account retentionImprove customer service experience, facilitate organic growthTake ownership of customers issues and resolve problemsSetting a clear mission and deploying strategies focused towards that mission

Continuous Service ImprovementITIL AlignmentGovernance Framework AlignmentStatistical ReportingEscalation ManagementCustomer SatisfactionEscalating and resolving areas of concernSLA ManagementProactive Problem IdentificationProblem Categorization and PrioritizationProblem Diagnosis and ResolutionProblem and Error ControlProblem Closure and EvaluationMajor Problem ReviewProblem Management ReportingMajor Incident ManagementPresentations with C-Levels on a daily, weekly and Monthly basis

Continuous Service ImprovementITIL AlignmentGovernance Framework AlignmentStatistical ReportingEscalation ManagementCustomer SatisfactionEscalating and resolving areas of concernSLA ManagementProactive Problem IdentificationProblem Categorization and PrioritizationProblem Diagnosis and ResolutionProblem and Error ControlProblem Closure and EvaluationMajor Problem ReviewProblem Management ReportingMajor Incident Management

Building and maintaining relationshipsBusiness reviewsCustomer Satisfaction Identification of new Business OpportunitiesAchieving client relationship targets and KPI’sEscalating and resolving areas of concernPerformance ManagementSLA Management

Continuous Service ImprovementITIL AlignmentGovernance Framework AlignmentProcess StandardizationStatistical ReportingEscalation ManagementProcedure DevelopmentWork Instruction DevelopmentMajor Incident ManagementIncident ManagementCompliance ManagementCompliance ReportingSharepoint Data Steward

Communications TrainingPerformance Scoring StandardizationContinuous Service ImprovementITIL AlignmentGovernance Framework AlignmentProcess StandardizationManaged Services Newsletter - "#NewsDesk @Managed Services"Internal Communication StandardizationExternal Communication StandardizationFront Office Performance ScoringBack Office Performance ScoringUsage Monitoring and ManagementTeam ManagementReportingEscalation ManagementShift ManagementNotification ManagementSystems ImplementationProcedure DevelopmentWork Instruction DevelopmentTicket Life Cycle ManagementCustomer SatisfactionThird Party Management