Responsible for authoring, maintaining, and implementing knowledge base content for contact centres & Bose.xx/support globally. Delivering efficient & positive customer/agent experiences.

US/CA Technical Support for professional & home theatre equipment. Responsible for many systems, including Live sound, Medical, Wi-fi, and Bluetooth. Delivering efficient & positive end resolution support.- Maintaining customer & agent satisfaction above 95%.- Reduce overheads by handling contacts within the average handle time KPI.- Drive revenue whilst resolving customer complaints.- User-acceptance testing to implement a cloud-based CRM software.

Team leader role managing a warehouse team in a fast-paced environment. Responsible for:- Collaborating with key members in Gemba methodology.- Overseeing the assembly and quality control of highly complex scuba diving apparatus.- Delegating & dividing work amongst the team to meet the needs of the business.- Motivating & maintaining staff morale to meet KPI targets.- Maintaining above 95% customer satisfaction through Zendesk.- Maintaining stock take below 100 day average annually.- Ensure company tools (i.e, Forklift, pump trucks etc) are well maintained & serviced to meet safety standards.