Rob Arnold Email and Phone Number

- Identifying emerging issues as pertains to the highest level of support- Providing client support via email, calls and video calls - Creating escalations and working closely with developers for timely resolutions- Project work: such as job template creation, report creation and excel document creation - Video calls with clients to provide solution training

Managing Tier 3 Technical escalations queue (globally).- Identifying emerging issues as pertains to the highest level of support.- Identifying tool/process failures and areas for improvement.- Handling high priority Tech call-out reimbursement while advising the legal departmenton correct procedure and decisions on cases.-Executive Customer Relations refund escalations with corresponding cross-functionalteams to better help other departments correctly decide on procedures or on case bycase basis- Providing content to cover and answer questions from Tier 2 tech team/Quality team- Educating Tier 2 Technical agents/managers on Nest policy and procedures- Helping identify policy and procedural gaps from escalations- Attending weekly meetings with the client and external Nest Vendor

Delivered high class customer service in a timely and effective manner- Accepting and registering bookings for DHL services.- Offering alternatives to customers and potentially turning information calls into salesleads or identifying other additional value added services to customers whenopportunities arise during the course of interaction.- Responding to customers consistently and confidently by providing accurate informationin all areas such as custom requirements, transit time, and prices.- Communicate with Operations Department and other departments on quick and efficientresolution of customer issues and queries.

T1 Technical support specialist -Providing customer support for incoming calls, emails and chats- Troubleshooting customers issues and providing excellent customer service- Working as a team to achieve personal and team targets.- Managing own workload and working in a dynamic workplace- Staying up to date on all LMS training for new products and services.- Ability to use research and gasp technical information across multiple tools whilecommunicating with customers

- Providing customer support for incoming calls, emails and chats- Troubleshooting customers issues and providing excellent customer service- Working as a team to achieve personal and team targets.- Managing own workload and working in a dynamic workplace- Staying up to date on all LMS training for new products and services.- Ability to use research and gasp technical information across multiple tools whilecommunicating with customers

Assigned employees to specific duties to best meet the needs of the shop.- Reordered inventory when it dropped below predetermined levels.- Instructed staff on appropriately handling difficult and complicated sales.- Trained and developed new associates on POS systems and key sales tactics.- Generated repeat business through exceptional customer service.