Stephen Orme Email & Phone Number

Ireland

- Proactively motivate and acting as point of contact between Level 1 and Level 3 teams for any issues- Queue management and assigning tickets with priority- Troubleshoot and test bugs within in the product raised by Level 1 agent and escalate to Level 3 if necessary- Deliver feedback to Level 1/Level 3 team on escalations and solutions for clients- Ensure.

- Bi-weekly 1 to 1 meetings- Performance management- Staff Engagement- Motivation- Coaching for Performance- Staff RosteringProficiencies in the recruitment process- Selection stockpiling candidates from CVs we get from Indeed, Glassdoor, internal referrals etc.- Conducting and scheduling interviews globally from phone interviews to topgrading- Analysing.

- Salon Management Software- Cloud POS Software- Working with XP, Vista, Win 7, Linux & OSx Operating Systems- Hardware Support- POS items – Touch Screens, PCs, Receipt Printers, Scanners, Cash Drawers, A4 Printers- Network troubleshooting- Database Analysis- SQL code fixes- Q/A Testing- Feature, GUI & Regression Testing on the Cloud POS Software

Providing Tier 1 support for a leading gaming consolAchieve monthly CSAT targetsHandling of inbound/outbound callsEmail communicationsNetwork connectivity troubleshootingHardware troubleshootingBilling and RetentionCase wellnessEscalate complex issues to highest support level for resolution

Coaching, motivating and leading team members to their optimum performance levels ensuring maximum quality and productivity. Build and maintain a strong relationship with team members.Provide creative feedback to agents on how to handle difficult clients/issues to ensure an easier experience and potential targets are met.Report with my manager on a daily.