Lance White Email & Phone Number

Parnell, Auckland

Auckland, New Zealand

Responsible for implementing coaching strategies that will ensure quality of the business customer experience and drive business performance. Analysis of business and performance trends and facilitating coaching sessions that build and reinforce representatives’ ability to deliver exceptional experiences.Primary Responsibilities:♦ Assist in the creation, documentation, implementation and maintenance of Quality Assurance processes required by both Client and the Business♦ Support Operations Manager and Quality and Training Manager on a daily basis with regards to Quality metrics♦ Create, Maintain and Distribute Client and Internal reports on a daily basis♦ Attend Client and Business meetings as well as report on site Quality actions♦ Evaluate and Provide feedback to Technical support advisors♦ Calculate and Meet Monthly/Weekly/Daily quotas for both Client and Business needs♦ Provide innovative solutions to Data analysis processes♦ Work with the global Learning team to ensure consistency in approach and standards♦ Develop and deliver on-going training content for Technical support advisors

Auckland, New Zealand

In this role my main responsibilities involved Identifying areas of improvement and conducting sessions to improve and motivate team members to improve target KPI's in a call centre environment. I oversaw a team of direct reports' day-today operations, providing clear guidance, resolving conflicts and setting team goalsStrategies involved coaching and supporting team members to deliver high quality customer service for inbound calls ranging from Technical IT and networking troubleshooting to account support.Responsibilities:♦ Monitor, evaluate and score Advisor performance against agreed standards and documents for management review. Calls can be in real time or recorded.♦ Based on calls reviewed develop feedback to help Advisors meet and exceed agreed standards.♦ Based on calls reviewed develop feedback and coach Advisors to improve performance to meet and exceed agreed standards with the goal of customer satisfaction as the top priority. ♦ Provide detailed recommendations on Advisors feasibility to perform at agreed standards♦ Day-to-day administration tasks crucial to the success and well-being of direct reports'♦ Report to operations on direct reports' performance and management strategies to improve poorly performing advisors ♦ Ensuring team members adhere to company and legal policies

Auckland, New Zealand

The Technical Support Specialist provides first level technical and customer service support to customers over the telephone. The Technical Support Specialist will resolve all enquiries, where possible in a single telephone call, escalate calls to other departments when required, whilst promoting support related products and services.Duties Performed:Provide first level technical and customer service support to customers:♦ Diagnose a customer technical enquiry♦ Resolve a customer technical request, when possible, in a single telephone call usingtroubleshooting protocols.♦ Handle enquiries from customers via the telephone using appropriate telephone manner.♦ Actively listen to customer enquiries and provide the customer with appropriate technical and/oroperational solution.♦ Escalate customer enquiries to other departments where the enquiry cannot be resolved by theTechnical Support Specialist.♦ Promote support related products and services♦ Process any sales made for support related products and services.Maintain and update documentation and records:♦ Enter customer registration information into the database.♦ Enter notes about the customer enquiry and solution provided into the database.♦ Process sales in the database for support related products and services.♦ Follow client protocols and procedures♦ Follow Concentrix processes and proceduresMaintain and update knowledge of supported products and operational procedures:♦ Attend meetings and training to maintain knowledge of products and services (technical & operational)♦ Research relevant internet and intranet sites and databases to keep knowledge of products, services and operational procedures up-to-date

Auckland, New Zealand

Level 1 inbound Help desk and Technical SupportThis job role transitioned to Technical Support Specialist (CPU) with Concentrix Corporation's acquisition of IBM's Customer Care operations