Liam J. Email & Phone Number

City Of Cape Town, Western Cape, South Africa

Lead and managed the Technical Support team, guiding them with support and coaching to ensure efficient handling of escalated issues from stakeholders, clients, staff, and customers through email communication, ticket updates, and calls.Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.I was actively involved in fostering professional development through training, mentoring, and performance evaluations.I ensured optimal staffing levels daily to meet client service demands, handling scheduling and resource allocation for annual leave and unforeseen absences within the teams.Directly engaged with external/internal clients, I assess their needs and collaborate to develop effective Standard Operating Procedures (SOP).I consistently evaluate and enhance client/customer support processes via monthly QA's to maximize efficiency and effectiveness, overseeing tasks to meet specified Service Level Agreements (SLAs) and adhering to recommended SOPs. Meeting or exceeding agreed-upon SLAs is a priority and I implement quality control measures to maintain high levels of quality and client/customer satisfaction.Tracking key performance indicators, I consistently ensure that my team's performance is above 85% overall, by implementing improvements as necessary.My responsibility extends to the timely and effective resolution of client/customer queries & incidents, minimizing the impact on users while actively seeking opportunities to enhance my department functions and practices through ongoing updates and improvements.Exercised leadership capabilities by successfully motivating and inspiring others.I always lead in group projects, demonstrating & delegating tasks whilst providing constructive feedback.

My role entailed being the first escalation point for technical customer support issues requiring further investigation from internal and external entities. Once received, my role as Technical Customer Support was to gather additional information, investigate, and attempt to resolve the issue before escalating to the next resolver if required.My responsibilities & day to day duties include but are not limited to:-Working with the Internal Team/Developers to execute & support solutions to Customers/Clients-Maintain compliance with all company policies and procedures-Providing Support to Customers/Clients-Manage daily tickets as well as follow-ups of old open tickets, while maintaining SLA-Proactive monitoring of Technical Channels/Dashboards and emails-Casino/promotion configuration-Game Release testing-Perform related duties as assigned by the Technical Support Manager-Updating diagnostic/support guides

City Of Cape Town, Western Cape, South Africa

Assisting American, European and Canadian clients with inbound& outbound flight queries and assisting with new flightreservations and sales.•Offering clients extended offers such as seats and car rental.Opening of customer accounts by recording client particulars onapplication databases.•Assisting with online navigation, general flight & technicalsupport.•Assisting with irregularities that occur in Germany main airportssuch as Frankfurt and Munich•Maintained detailed records of customer interactions,streamlining communication efforts between variousdepartments.•Participated in ongoing training and development, stayingcurrent on company policies, products, and procedures todeliver accurate information to customers

City Of Cape Town, Western Cape, South Africa

Assist customers with inbound billing and charging inquiries.Address various aspects, including receiving payments,explaining bill totals, and clarifying charges on accounts.•Tally up account details and provide step-by-step assistance withlevel 1/2 phone and network issues.•Assist clients in navigating phone settings.Resolve product or service problems by clarifying customercomplaints.•Determine the cause of the problem and explain the bestsolution to the customer.•Expedite correction or adjustment and follow up to ensureresolution of the issue.•Addressed customer inquiries to ensure satisfaction and fosterpositive service experience.

Improved resolution time with effective problem-solving for customer complaints.Service customers by providing information on internet and computer technology products and servicesResolve internet, network, and service problems for customersAssist customers with internet-related inquiries

First Year, Information Systems&Computer Networking

Matric