Luke Shephard Email and Phone Number

As a Support Team Leader, I managed a team of 10 employees and looked after several software products across the HCM Division. This included HR, Payroll and Time & Attendance products. Main objectives included but not limited to:- Improving Client relationships - Training new employees - Handling high priority calls with Clients- Improving and achieving SLA's set by the Company and our Clients. To achieve the above objectives I would create a plan for myself, team individuals and the whole team where required. Example of this would be regular weekly calls with clients in a difficult position with the company, to go through open cases and devise a plan to bring them to a resolution. This would involve me delegating cases to the right members or the team or liaising with other departments such as PS or development to ensure the clients needs were met. Coaching and developing members of the team was something I considered one of the most vital aspects of this role. Examples of this would include dealing with users via the phone, remote sessions, software, salesforce and handling themselves in a professional manner that aligned with the company values. Ensuring these standards were met but also that they bought into the team culture myself and the business were looking to build. Through coaching older staff and ensuring new members were integrated into the team and trained up, this helped achieved goals set for the team such as a case response times, SLA improvements and Client retention.

Support Consultant at Advanced, using my Customer Support Skills to provide great support to our clients specialising in payroll software. This would include dealing with escalated customers and critical application issues around payroll and driving towards a speedy resolution for them.