Nigel Caruana Email & Phone Number

◦ Provide exceptional customer service by addressing billing inquiries through various communication channels (chat, email, phone).◦ Identify non-legit customers and contact them to verify their identity.◦ Efficiently manage billing recoveries, charge backs, disputes, and fraudulent account activity.◦ Timely act on abuse alerts and reach customers to resolve their issues.◦ Share customers’ feedback with internal teams for product improvement.◦ Understand and keep track of business KPIs.◦ Conduct thorough monthly invoice testing to ensure accuracy and precision before customer distribution.◦ Provide training to new recruits.◦ Review and Verify all PayPal Payments received from Customers.

◦ Analysing automated conversations on chat and email bots, and accordingly identifying needs tomaximise the efficiency on all channels. ◦ Creating new business cases to further develop automated flows and/or contents of AIconversations. ◦ Monitoring the efficiency of bots, procedures, and flows, by analysing data and preparing monthlyand/or weekly routine reports ◦ Preparing and updating FAQs content, both for agent and end-user. ◦ Assisting in the design and development of Help Centre pages. ◦ Improving Help Centre content by analysing visitor information. ◦ Ensuring that content aligns with internal training standards and procedures. ◦ Assisting with the creation of training documents and content. ◦ Assisting the department manager in ad hoc data analysis.

Sliema, Malta

◦ Supervising employees and assigning duties. ◦ Reporting lateness and sickness in the relevant channels, ensuring to notify the correct manager and update all logs to reflect this. ◦ Monitoring team performance and ensuring duties are performed efficiently. ◦ Reporting any issues that may arise during the shift to management and/or HR immediately. ◦ Escalating employee concerns to management and/or HR. ◦ Deal with Crisis management efficiently, ensuring none or minimal disruption to our services. ◦ Ensuring all escalations to the relevant parties are communicated immediately. ◦ Managing employee requests and queries throughout the shift efficiently. ◦ Ensuring compliance with all company policies and meet all health & safety standards. ◦ Coaching new team members and overseeing their work when they are new on shift. ◦ Handling customer issues and employee disputes in the absence of management. ◦ Keeping up to date with all data logging. ◦ Resolve conflicts between workers in the absence of management/HR. ◦ Assigning duties to specific employees based on role and skills. ◦ Constantly assess the workload and distribute accordingly depending on the situation, ensuring all agents are utilised in the most efficient and productive way. ◦ Assisting with customer service workload as and when necessary. ◦ Ensuring SLAs are met, and work is completed in a timely manner. ◦ Encourage and maintain a positive and energised attitude to work with all agents. ◦ Present a daily informative brief to all agents on shift. ◦ Attend all planned training and complete regular quizzes. ◦ Follow all requests and information stated by the Team leaders related to their team members. ◦ Complete all Ad hoc requests assigned by management in a timely manner.

Mosta, Malta

◦ Forecasting of workload and planning of monthly agent rosters.◦ Approval of Annual Leave requests.◦ Updating of shifts which include: Sickness, Adherence, Overtime and any other necessary updates.◦ Create weekly Sickness, Leave and Hours report and provide to payroll.◦ Perform any other task as assigned by Management.◦ Planning of rosters, staffing and issuing of roster. Ensuring any necessary arrangements are made if planned roster is impacted due to sickness or emergency leave.

◦ Oversee daily operations of the Air Malta Project, ensuring adherence to Service Level Agreements (SLAs).◦ Conduct monthly 1-2-1 sessions with agents to support their improvement and development.◦ Coach all agents within the team to ensure that quality and productivity performance is optimised.◦ Ensure that all relevant documentation from coaching, review meetings and file notes are filed in a timelymanner and regularly archived by forwarding older documents to HR.◦ Compile reports on the performance of the assigned project to keep stakeholders and clients informed.◦ Develop and maintain a strong relationship with clients.◦ Effectively deal with all customer escalations to find a resolution within a timely manner.◦ Communicate information relevant to the project, team and company to agents through regular briefings andbuzz sessions.◦ Ensure full compliance with legal notices and related legislation.◦ Proactively report Management of on any issues or concerns.◦ Provide suggestions on ways to improve the performance in a proactive manner of the call center.◦ Collaborate with HR to conduct interviews and select qualified candidates for the team.◦ Assist with daily I.T. related issues on the floor.◦ Assist agents with issues encountered during their work.

Mosta, Malta

Obtaining client information by answering telephone calls and asking questions to verify information and follow the data protection act. ◦ Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.◦ Keeping up to date with new product additions or procedures and follow these new procedures.◦ Explain new procedures or services offered by Air malta to passengers.◦ Work hand to hand with team leaders for keeping up with the service level agreements(SLA’s) and ensuring thatduties are done efficiently and in the expected timelines.◦ Assisting clients and ensuring first call resolutions when possible.◦ Identifying and escalating cases to team leaders / superiors if necessary and also following up customerqueries/cases where necessary.◦ Providing team leaders / superiors with the required reports when requested.◦ Documenting all call information according to standard operating procedures.

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