Thahmina I. Email & Phone Number

London, Gb

London Area, United Kingdom

Communicating effectively and promptly with a variety of customersMaintaining a positive and empathetic attitude toward customers at all times.Knowing our product inside and out in order to expertly answer customer inquiries.Demonstrating keen troubleshooting, problem-solving skills, the ability to think on your feet, and taking initiative.Handling technical escalations, reproducing issues, and working with engineering to achieve resolution as required.Working seamlessly with the customer success department, collaborating closely to ensure a holistic approach to assisting customers and delivering exceptional service throughout their journey with our product.Working closely with the team, management, as well as cross-functionally with other departments to ensure we create and deliver effective, efficient, and meaningful support experiences for our customers.

London, England, United Kingdom

Worked as part of a wider team of around 40 individuals who work with our UK, North American, Australian and New Zealand customer baseDelved into the product on a technical level to solve challenging problems, assisting B2B customers and company partners. Met ticketing SLAs on a daily basisProven my ability to handle a large and high volume of requests as well as consistently meet targetsWorking in a fast-paced environmentThe ability to be organised, reliable, diligent and have attention to detail was needed for me to perform highly in this role Shadowing the acquisition staff based out in Riga, Latvia - business trip.Travelled to Latvia, on multiple trips to teach and assist new acquisition staff Discussing and troubleshooting error messages Had to identify and research the many partner software that GoCardless integrates with due to each Customer having a different platform connected Creative problem solverUsed software such as Zendesk Ticketing during this time, and NVM/Vonage Online International Calling Software

London, England, United Kingdom

Understanding the Customer experience, putting the Customer’s needs first by making outbound calls to retain Customer relationships with the product Experiencing inbound Support calls from CustomersHad to identify and research the many partner software that GoCardless integrates with due to each Customer having a different platform connected Proactively reaching out to target Customers at critical points in the customer journey to ensure adoption, growth and retentionUsed software such as Zendesk Ticketing during this time, and NVM/Vonage Online International Calling SoftwareTested playbooks and programme ideas to generate Customer responses to see what works best and tracked results based on defined Customer goalsScheduled client meetings via Chili Piper Calendar software and Calendly.com Had client meetings via Zoom Meet, using the share screen feature on a daily basisCreated and adapted Customer assets and delivery channels to maximise impact at scale - escalating situations to the correct teams when necessary (Have experience using Slack Communications software to pass on messages and raise awareness of different customer cases)Identified positions to upsell the product during phone calls and cross-sell opportunities, worked collaboratively with different teams to generate revenueTrained new colleagues who had started working with us to a certain degree for taster sessions and shadowing callsHave experience doing LiveChats on the company website via Intercom Software Initially was on day shift from 9am - 6pm but had changed hours to grasp the NA (North American-Canadian) market at full length, so became apart of the night shift team by working 12pm - 9pm and am able to cover overtime hours from 9pm to 2am

London, England, United Kingdom

London, England, United Kingdom

87 Vicarage Lane London E15 4Hg