Rahul Sharma Email & Phone Number

Managing and monitoring the DAZN platform, Linear Channels and Data Monitoring Tools, liaising with Customer Services, Broadcast Production teams and other third parties to triage ongoing incidents and minimise future incidents.* Monitoring DAZN platform and establishing different setups to analyse multiple viewing experiences, provide improvement suggestions based on urgency of adjustment and development.* Managing and improving data monitoring tools andIT technologies (NewRelic, PagerDuty, Grafana, Conviva, MultiViewer) to optimise monitoring efficacy for the frontend and backend software services responsible for operating the DAZN platform.* Organising and completing proactive metadata monitoring checks, CDN policy requests, troubleshooting faults related to HTTP codes and reviewing and problem-solving incoming issues reported by Customer Service teams.* Providing the single point of response for ongoing incidents; Broadcast and Customer Service. Logging tickets through services such as Service Now and JIRA, offering technical monitoring analysis, providing communication to Stake Holders on the triaging and resolution of incidents.* Investigating OTT service availability, technical error codes, technical metric data including VSF-T, VPF-T and CIRR, providing concise and informative feedback and reports to the relevant teams.* Compiling daily reports for incidents and their resolution protocol.* Creating how-to guides and conducting training for new starters.Skills: Jira • Network Monitoring Tools • DRM • Business Analysis • New Relic APM • Grafana • Customer Relationship Management (CRM) • Salesforce • Microsoft Office • Conviva • Comcast • M2A Console • Content Management Systems (CMS)• Metadata Management • ScheduALL • Microsoft Power BI • Technical Support • ServiceNow • Amazon Web Services (AWS) • Confluence • PagerDuty

Remote

Within this role I take inbound calls supporting technical and software support across broadband services. With recent experience of managing complex customer cases in a systematic manner.• Customer service: supporting customers and businesses in a professional manner• Multi-tasking – Managing multiple systems, processes and calls at same time.• IT Literate - Being able to navigate and utilise around 15 systems.• Communication skills - being able to speak in a clear, concise and confident manner alongside complaints • Resilient - able to adapt to the regular changes in policies and process within the role• Technically minded ability to articulate complicated steps to resolve an issue in a simple way• Accountability: Ownership of customer queries and resolutions and ability to identify dissatisfaction and takethe necessary steps to support the customer and handle any objections.• Customer Focused: ability to show empathy and offer reassurance to customers• Time management: Working efficiently to resolve queries in a time effective way• Solution focused: Able to identify suitable resolutions first time, to ensure a first call resolution

Leeds, England, United Kingdom

Key skills: iOS; Technical support; Customer service; Mac OS; OS X; Troubleshooting; SalesWithin this role I have gained various skills whilst managing and representing the Apple brand. I have experience supporting customers, selling products and services.• Apple Trained: Skilled and trained on a range of Apple products as completed the Apple ASTO training.•Strong Customer Interaction/orientation: Approachable and welcoming to customers, ensuring high quality customer service and a personalised shopping experience•Promoter: Strong brand promoter, through in-depth knowledge of PC World products, services and packages.•In-depth Product Knowledge: Detailed product knowledge and awareness. Understanding of various product specifications, benefits and troubleshooting.• Self-Promotion: Proactive and ambitious to benefit the company’s sales and service targets.• Initiative: Strong energy, self-reliance to succeed independently whilst being supportive of other team members.• Flexibility: Versatility within role, handling transactions, customer issues, online orders and stock control.• Technical support: Supporting and troubleshooting any technical issues, whilst supporting installations on the Know How team.

Key skills: Product, software and technical knowledge; Business Startups. Within this role I gained skills in various aspects of the business from customer facing roles to team based. Sales: Hardworking and motivated to meet company sales and service targets with a proven high monthly sales record across products, services and care plans. Multi- disciplinary Teamwork: Working effectively with various people such as; external sale representatives, head office and other branches in a thoughtful and independent way. Leadership/ Supervision: Experience managing the effectiveness of the store and awareness of daily targets and sales figures. Supporting team members and shop floor maintenance and replenishment. Adaptable: Ability to challenge and resolve any unforeseen circumstances by changing or updating existing plans within the store environment. Problem Solving: Finding successful and practical solutions on my own initiative when dealing with customer complaints and issues. Recruitment/ Training: Involvement in the application screening and interview stage of hiring new recruits. Additionally, delivering training and induction whilst managing progression and feedback. Business advisor: Delivering tailored advice to customers as to company business support and services. Team Player: Excellent communication skills with other team members, and a strong work ethic towards any task set.Product knowledge and repair: Experience installing, selling and supporting customers with a range of brands including Apple, Lenovo and Hewlet Packard. Experience with repairing and upgrading technical components.

Leeds, England, United Kingdom

Sales: Hardworking and motivated to meet company sales and service targets with a proven high monthly sales record across products, services and care plans.•Multi-disciplinary Teamwork: Working effectively with various people such as; external sale representatives, head office and other branches in a thoughtful and independent way.•Leadership/Supervision:Experience managing the effectiveness of the store and awareness of daily targets and sales figures. Supporting team members and shop floor maintenance and replenishment.• Adaptable: Ability to challenge and resolve any unforeseen circumstances by changing or updating existing plans within the store environment.• Problem Solving: Finding successful and practical solutions on my own initiative when dealing with customer complaints and issues.• Recruitment/ Training: Involvement in the application screening and interview stage of hiring new recruits. Additionally, delivering training and induction whilst managing progression and feedback.• Business advisor: Delivering tailored advice to customers as to company business support and services.• Team Player : Excellent communication skills with other team members, and a strong work ethic towards any task set

Leeds, England, United Kingdom

Key skills: Team work; Customer Service; Time Management; Communication; Catering At this Café I was on the management team and I held various responsibilities such as food preparation, stock control and accounts. Leadership: Motivated and energetic team player, I contributed to the operational effectiveness of the shift, by setting daily tasks and ensuring business standards were met. Communicator: Confidence and excellent rapport building skills, when taking telephone and customer faced orders. Time Management: Ensuring orders are prepared and dispatched with a specific time frame.Account Management: Managing accounts and stock replenishment. Commitment: Knowledgeable and flexible on all aspects of the business from food preparation to hot and cold beverages. Customer Service: Excellent rapport building skills, ensuring customers feel welcomed and comfortable.

Leeds, England, United Kingdom

Key Skills: Customer Service; Database entry; Time management; Complaints Handling; Customer satisfaction Working for a market leader of Customer Service and Telecom Services, at Capita I worked in partnership with Debenhams. I provided support and guidance for both online and telephone customers, whilst dealing with a range of issues and complaints. Customer Service: Excellent communication skills with both with clients and team members, ensuring customers needs were met in a practical and thoughtful manner. Customer support: Supporting customers with their online order issues, stock enquires and product information Organisation: effective time and task management, ensuring orders were updated and correctly corresponded. Strong Customer Orientation: Approachable and welcoming to customers, ensuring high levels of support and advice Self-Promotion: Proactive and ambitious to benefit the company’s service targets. Initiative: Strong energy, self-reliance to succeed independently whilst being supportive of other team members.Flexibility: Versatility within role, handling transactions, customer issues, online orders and stock control.