Saeed Y. Email & Phone Number

Remote

• Answer Inbound calls fluently from customers / and or clients within agreed service levels and providing the highest level of service within agreed policy and procedure.
• Answer written communications that are received from online channels such as email, live chat and social media within agreed service levels, policy and procedure, with exceptional grammar.
• Update records within core IT systems such as Freshdesk, and ensuring any input is both timely and accurate.
• Handle customer complaints within company and regulatory procedures, ensuring customers are treated with respect, fairness, and integrity and within agreed timelines.
• Escalate any issues in a timely manner to Team Manager, following through to completion whilst managing customer expectations.
• Educate customers on self-service solutions available, driving greater interaction through automated solutions rather than voice.

Leeds, England, United Kingdom

Investigate and resolve customer complaints, ensuring root causes are captured andimprovements are made. Deliver excellent customer service, ensuring positive outcomes and customer retention. Maintain compliance with regulatory requirements, updating knowledge regularly. Participate in team sessions, sharing best practices and supporting new initiatives.

Leeds, England, United Kingdom

Customer Support RepresentativeConnected for Business | February 2014 – August 2022 Handle broadband and landline issues, conducting remote diagnostics and coordinatingwith engineers. Assist with Boostbox issues, managing tasks through the HDM system and escalating whennecessary. Address mobile technical issues, providing step-by-step assistance to.

Leeds, England, United Kingdom

• August 2004 - July 2013
• Step Up Manager (First Line Manager): (June 2012 – October 2012, March 2013 –February 2014)Supervised and led a team, managed daily operations, ensured team performance metcompany standards, and provided support and.
• O2 UK Network Cellular Reporting: (November 2011 – March 2012)Analyzed and reported on network performance metrics, identified issues affecting cellularservices, and collaborated with technical teams to improve network.
• O2 UK Connected World Technical Support 2nd Line: (September 2010 – July 2013)Offered advanced technical support for complex issues, resolved escalated customerproblems, and provided guidance to first-line support.
• O2 UK Connected World Technical Support 1st Line: (March 2008 – September 2010)Delivered first-line technical support, diagnosed and resolved customer issues related toconnectivity and devices, ensuring high levels of.
• O2 UK Consumer Post Pay Billing: (August 2008 – September 2008)Handled billing inquiries and issues for post-pay customers, ensured accurate billingprocesses, and provided solutions to customer billing problems.