Jay Rahuman Email & Phone Number

Auckland, New Zealand

Auckland, New Zealand

Accountable for leading the Retail and Builder Services team in providing our customers with a premium quality experience which is aligned to the Fisher & Paykel’s strategic focus and brand. Core accountability for managing the relationship with all core stakeholders internal and external.

Auckland, New Zealand

• Floor walk and provide support to consultants in the Global Support Centre• Take customer escalations and complaints, attempt to resolve appropriately.• Supervise real time queues and ensure consultants productivity and adherence is at the appropriate level• Handle any unplanned shrinkage and shift adjustments when required, advising the Team Leader of change• Monitor queue resourcing ensuring balance of SLAs across all queues and escalating for extra resourcing from other areas as required.• Monitor the email queues ensuring SLAs are met and productivity targets achieved• Escalate IT and systems issues appropriately• Escalate staff issues to Team Leader• Inform the Team Leaders - of any staff, technical, product or call trend issues as soon as they are identified.• Maintain the appropriate intra-day tasks lists and break schedules• Ensure that all relevant information such as unplanned leave, escalations, incidents etc. are logged in the Log Book• All relevant information relating to the shift service levels and performance is relayed to the Team Leaders - daily in a shift report• Be pro-active in looking for ways to enhance and improve the service delivery, technical applications, and training within the Global Support Centre.• Comply with all F&P policies and procedures, including Health & Safety that are appropriate to the work environment.• Actively contribute to the continuous improvement of the Global Support Centre and F&P through making suggestions and participating in promotional strategies, improvement projects, meetings and other initiatives.• Support the Team Leader and other departments in maintaining a positive work environment, and in ensuring morale and teamwork are consistently high.• Develop and maintain effective working relationships with all relevant F&P divisions and stakeholders.• Manage the daily running of the Global Support Centre in the absence of the Team Leaders and Managers

I was offered the opportunity to look after the Digital Team as an Acting Team Leader for 3 weeks to cover the Team Leader who was on Annual Leave. The role required me to go through coaching sessions, side by side trainings, chat quality, case/ email quality, assist with escalations, and most of all be available for the TEAM when they needed assistance or support. These 3 weeks were absolutely fantastic! and I enjoyed being with the team.

Auckland, New Zealand

Acting Supervisor Role - Customer Relations

Auckland, New Zealand

After Sales Support - Technical and Customer Experience

Auckland, New Zealand

Provisioning Mobile and Fixed Line & Broadband Connections for Business customers. Providing post sales support to fix or resolve connection issues and product issues. Be up-to date with monthly promotions for Mobile and Fixed Line connections. Good product knowledge. Ensure accuracy and attention to detail with all Vodafone systems including Siebel, TPII, Pronto XI, Salesforce and Wireline etc. Meet internal guidelines (or contracted service levels where specified) for the processing of customer queries. Ensure Digital Mobile is compliant with all Vodafone business rules and the Code of Conduct.

Auckland, New Zealand

Customer Service - Answering inbound calls for Business Teams and Retails stores. Providing the best solution to maintain First Call Resolution percentage. Answer general technical and sales queries. Passing potential sales leads to Business Teams. Escalating issues to the Escalations Team or the Business Managers. Duties include:Troubleshooting Broadband and Home Phone issuesSolving EscalationsWorking under pressureAdapt with changesBe well organized and updated about technologyProvide technical advice for cooperate clients etcDeal with Vodafone Store escalationsMonitoring and processing online orders for Digital Mobile

Auckland, New Zealand

Providing Tier 1 Technical Support for Fixed Line and Broadband customers.Logging faults or tickets for issues those can't be fixed for the technicians who can fix them by visiting the site. Used to be thorough with Vodafone Systems like TPII, Chorus Gateway, Wireline and Basic Clarify.Duties include:Troubleshooting Broadband and Home Phone issuesModem Setup – HelpEscalating IssuesProvide excellent customer serviceTake control of the situation Be informed about outagesAdapt with changesEducate the customers while solving the issue and etc

Mount Wellington, Auckland

TRANSCO International (NZ) LTD is a company based in Auckland which provides international cargo services. (Volunteer Job)Duties include:Welcome the customersResponding to customer queries Checking and Responding to emailsAnswering phone callsData EntryMaintaining tidiness of the workplace Assisting with managing office suppliesMulti-TaskingCommunicating with the customers and other businesses in a professional wayDocumentationDecision MakingDealing with Tax Invoices (Administration)Cash Handling Assisting and Managing the stocks/ productsWorking in a busy environment under pressureCreating bill of ladings

Colombo, Sri Lanka

HSBC GSE Colombo – HDPL is known as the HSBC Data Processing Limited which is a data processing centre that provides global service.Duties Include:Check daily transactions according to the trigger factorsResearch about the individual or the entity which is found Check whether any blacklisted countries have been involved in the transactionCheck whether the transferred amount is made by an individual or an entity who/ which can afford that kind of an amountCheck for any illegal or any money laundering activities which are involved100% Accurate Data EntrySubmit reportsCheck for daily reports on blacklisted countries and be more aware of terrorist activitiesProviding excellent customer serviceProviding solutions to daily enquiries (phone)

Colombo, Sri Lanka

Sri Lanka Rupavahini Corporation is the national television channel/ media channel in Sri Lanka, a channel which plays a major role in the Sri Lankan media. The SLRC has got different channels under its banner for the languages such as English (Channel Eye/ NTV), Sinhala (Rupavahini), and Tamil (Nethra TV).(Part Time)Duties include:Hosting reality showsEnglish programsDubbingBe able to make quick, efficient, and effective decisionsKnowledge about current affairs/ daily news around the globeBe able to deliver social messages in a way that people would like and enjoyBe able to absorb or get along with daily updates and changes as soon as possibleBeing very comfortable while using the latest technologies on air or live in front of cameraManage client queries, respond to emails etc

Colombo, Sri Lanka

Creative Visual Technologies (PVT) Ltd is one of software solutions companies, which provides more practical cost effective ICT solutions for any kind of business.Duties Include:Monitors, plans, and coordinates the distribution of client/ server software and service packs.Makes recommendations for new equipment and services to purchase and works with various vendors for procurement.Perform on-site and remote technical support.Assist in the organization and inventory of all hardware and software resources.Maintains excellent communication with the network administrator/ IT Manager on all tasks and projects.Creates and maintains good technical documentation.Provides emergency on-call support on a rotating schedule.Designs. Installs, upgrades, configures and repairs local and wide area network hardware and infrastructure.Assist the Network Administrator/ IT manager in planning IT budget needs.Make frequent visit to branch offices for repair and technology needs.Installs and tests computers and related network hardware in a LAN/ WAN environment.Assist the Network Administrator/ IT manager in developing and coordinating future network replacement plans.Overseeing computer security anti-virus updates etc.Carrying out client computer maintenance.Providing IT support to computer users within the officePerforms other duties as assigned

Computer Systems Networking And Telecommunications, Level 7 Diploma In Computing

Level 7 Diploma in Computing

Foundations In It, Information Technology, Certificate Iv

Certificate IV in IT