Jacquelina Stanley Email & Phone Number

County Cork, Ireland

• Team: EU Tier 1 Demographic: EMEA Industry: Marketing & Automation
• Served as the first point of contact for customers experiencing issues with the Click solution in Dynamics CRM, managing support requests to ensure timely resolution.
• Assisted customers through email (ZENDESK), phone (CALANDLY), and remote troubleshooting sessions,delivering clear and concise problem-solving instructions.
• Diagnosed and resolved a variety of technical issues, including configuration problems, integration errors, and performance concerns.

Remote

• Team: UKI Operations Team Demographic: UK & ANZ Industry: Tourism
• Managed the maintenance and housekeeping aspect of a wide portfolio of properties in the UK & ANZ property ensuring that it was in top condition for each guest.
• Coordinated a network of 127 independent cleaning contractors and 50 maintenance suppliers to prepare homes for guest bookings,running daily operations and resolving escalations in time before check-in for homes across.
• Planned, scheduled and managed 100 (avg) clean demands through supplier communications, as well as coordinating and monitoring the delivery of linen to our client’s homes.
• Retained a 89% 5 Star standard across ANZ properties in cleanliness and property condition while managing host expectations and internal communications from other teams in a timely and professional manner.
• Trained 10 new hires and supervised UKI operations team to ensure smooth functioning of cleans and maintenance.

Remote

• Team: Guest Experience Team Demographic: UK, Europe, Australia & Dubai
• Managed a wide portfolio of properties in UK, Europe, MEA and Australia by supporting the guest from pre-enquiries, booking confirmations, check-in, in-stay issues checkout under travel platforms such as AIRBNB.
• Answered 80 (avg.) global inbound calls (AIRCALL/TALKDESK) per shift exceeding SLA’s targets by 75%, maintained a QA score of 98%
• Escalated “Claims Against the Guest” (AIRBNB RESOLUTIONS PLATFORM) to raise claims against guest for any in-stay property issues with a win rate of 88% against guest damages.
• Supported and managed Weekend MEA Guest Experience Team (Dubai Account) by preparing crucial passport registrations for Nakheel properties for check-in of international and local guest in Dubai.
• Trained over 25 new hires throughly by shadowing to assist with onboarding for daily operations.

Cyberjaya, Selangor, Malaysia

• Project: Kaspersky Labs Demographic: Global Client Industry: Cybersecurity
• Answered 40 (avg.) global inbound calls (AVAYA) per shift exceeding SLA’s targets by 25% pertaining to technical issues of Kaspersky Labs products and services.
• Resolved and took ownership of technical issues providing prompt customer support with a professional, friendly and patient attitude to resolve critical technical issues by guiding users through step-by-step solutions.
• Troubleshooted and investigated issues by performing remote technical support solutions on customers personal devices confidently via BEYOND TRUST, TEAM VIEWER by collecting detailed reports, traces and dumbs for.
• Accurately creating and maintaining over 1500 cases of sensitive data of incident documentation via company’s ticketing system accurately of every request handled.
• Contributed to internal knowledge base articles and guides (CONFLUENCE) on solutions and workarounds for specific cases, on documentation of product guides and escalation procedures.

Ara Damansara, Selangor, Malaysia

• Project: Starhub Demographic: Singapore Client Industry: Telecommunications
• Answered 50 (avg.) inbound calls per shift exceeding SLA’s targets by 15% pertaining to technical issues of Starhub products and services.
• Actively listened, diagnosed and resolved technical issues by guiding users through step-by-step solutions of Starhub products and services while politely addressing any customers complaints and escalating to.
• Accurately creating and maintaining over 3000 cases of sensitive data of incident documentation via company’s ticketing system accurately of every request handled.
• Exceeding company’s expectations in terms of customer service by proactively memorizing over 30 Starhub products and services to rely accurate information for technical support enquiries services allowing to achieve.
• Receiving a 5-star customer satisfaction rating (CSAT) through voice communications, highlighting my high QA score of 95%. Appreciated by company for perfect monthly attendance.