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