Harley Holland-Adams Email & Phone Number

Remote

• Accurately measuring and recording individual and team quality performance using current QA Scorecard and Key Performance Indicators (KPIs)
• Assist in staff inductions, setting quality expectations within the Triage team and nearshore and offshore business partners
• Provide feedback of quality reviews and for identifying training and coaching needs to the Quality and Knowledge Manager and Technical Quality & Knowledge Specialist.
• Identify trends in individual and Triage team quality over time as well as trending with nearshore and offshore Business Partners.
• Recognised for researching and creating guides to improve agent performance.

Lincoln, England, United Kingdom

• Provide first line support to customers surrounding OrderWise software.
• Manage and prioritise multiple tickets to ensure customers are dealt with promptly and accordingly.
• Proactively research, test, and implement IT and software solutions.
• Communicate complex technical information into user friendly solutions and guides.
• Provide assistance with SQL servers and Android devices.

London, England Metropolitan Area

• Performed day to day testing of the tool/website.
• Captured and highlighted risks and issues found during development.
• Managed and prioritised multiple requests.
• Researched and created content.

Oxford, United Kingdom

• Generated detailed media analysis for clients in the Automotive sector.
• Trained and advised new employees to create efficient high quality work.
• Presented training procedures to clients.
• Aided account executives in completing reports.
• Created high quality analysis of mainstream and social media.
• Collaborated with other departments to help meet project deadlines and promote team organisation.

Oxford, United Kingdom

• Content writing for product pages.
• Communicated with suppliers and Boswells staff to collect necessary data and images.
• Use of Boswells EPOS system for data import processes.
• Assisted with all admin surrounding customers, orders, and sales using CMS.

Kidlington

- Data entry and evaluation of large quantities of data.- Transferring and translating Japanese data from company catalogues to Excel spreadsheets.- Inputting basic HTML into Excel.

Oxford, United Kingdom