Maxwell Gerard Baldrey Email & Phone Number

Liverpool, England, United Kingdom

United Kingdom

• Efficiently managed and resolved customer inquiries through multiple channels including phone, email, and live chat, ensuring prompt and accurate responses.
• Developed and maintained a comprehensive knowledge base to enhance issue resolution processes and reduce response times.
• Collaborated with cross-functional teams to address and resolve complex customer issues, significantly improving customer satisfaction and retention rates.
• Analyzed customer feedback and presented actionable insights to senior management, driving continuous improvement in customer support processes.
• Trained and mentored new team members on customer support protocols and best practices, fostering a culture of excellence.
• Maintained meticulous records of customer interactions and transactions, strictly adhering to data privacy and protection policies..Achievements:

Chennai, Tamil Nadu, India

• Troubleshoot and resolve user issues efficiently, striving for first-time resolution.
• Maintain open communication with users, providing updates on support ticket progress.
• Monitor call queues to meet and exceed Service Level targets, ensuring optimal user experience.
• Collaborate with 2nd Line and Desktop support teams to address escalated issues and manage increased demand.
• Contribute to knowledge sharing by creating and updating knowledge base articles.
• Collaborate with Service Management to identify and resolve underlying IT problems and trends.

Chennai, Tamil Nadu, India

• Managed and safeguarded company databases to ensure accurate tracking of various organizational activities and their historical data
• Developed and delivered monthly reports and presentations, contributing to transparency and progress monitoring
• Ensured achievement of meeting goals through the prompt distribution of minutes and outcomes, fostering efficient communication
• Provided training and guidance to junior staff members, facilitating optimal workload management and successful completion of assignments aligned with organizational objectives
• Executed ad hoc data searches, documentation drafts, and reference retrievals upon request, catering to the dynamic needs of the business
• Streamlined internal communication by receiving, sorting, and directing incoming mail, reinforcing good communication channels

M.Sc, Engineering Management

Master Of Business Administration - Mba, Logistics, Materials, And Supply Chain Management

Customer Relationship Management - Logistics Management-Supply Chain Management- Marketing Management- Human Resource Management.

Bachelor Of Engineering, Mechanical Engineering

Activities and Societies: PROJECTS MINI-PROJECT  Title : Design and Fabrication of Pipe Cutter Using Crank & Slotted Lever Mechanism .