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 UKI & ANZ • 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 , BOOKING.COM , EXPEDIA and etc.• 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 of Kaspersky Labs products and services while politely addressing any customers complaints and escalating to management when necessary.• 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 escalation to developers for known or possible bug issues.• 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. • Receiving a 5-star customer satisfaction rating (CSAT) through voice communications, highlighting my high QA score of 97%.

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 management when necessary.• 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 First Call Resolutions.• 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.