Jay Vara Email & Phone Number

London, Gb

London Area, United Kingdom

London, England, United Kingdom

Sydney, Australia

Sydney, Australia

Sydney, Australia

London, United Kingdom

• In charge of running and managing my team daily • Ensuring that service delivery is always above 95% with a 60 second answer rate• Continuously updating the internal knowledge base with new technical processes and procedures• Monitor calls to ensure that Ofcom regulation and procedures strictly followed• Handling technical escalations specialising in dealing with our B2B partners• Increasing team productivity by using innovative ideas to build up morale and create a competitive environment amongst the team members• Participated in the departmental tactical incentives to increase calls per hour, NPS and decrease AHT.• Analysing data for departmental and team KPI’s, finding the averages and making an achievable target with less impact to morale• Delegating duties to team members to assist them with their career progression within the company to reduce churn• Ensuring that all organizational products, services, procedures and guidelines are communicated to all team members to adhere with compliance • Facilitate and organize training sessions for all agents to ensure they are fully up to date with the newest and latest technologies • Analysing data where first contact resolution wasn’t met for our highest fault types and then scheduling training sessions for under performers

Cambridge, United Kingdom

Handle pre and post reservation inquiries by phone, e-mail and fax;Handle sales requests by phone and e-mail;Modify, change and/or cancel existing reservations;Outbound calls to hotels/guests to arrangement special requests;Liaison between guest and hotel to resolve complaints;Manage relationships with hotels by providing high levels of customer service and account management support.

Computer Science And Digital Media Technology

Activities and Societies: Core Modules: Year 1 - Programming Principles, Networking and Webcasting, Computer Architecture, Data Driven.

Microsoft Certified Technology Specialist (Mcts) Qualification With Comptia, Pass

Microsoft Windows 7 Configuration CompTIA A+, CompTIA Network+, CompTIA Server+ CompTIA Security+

Mmp, Information Technology

Core Modules: Computer System, Business Information Systems, Software Development, System Analysis and Design, Graphics Manipulation, Web.

Education record

7GCSEs Information Technology, Business Studies, English, Maths, Science, Geography and Physical Education; Prize for Outstanding.