Wayne Wrafter Email & Phone Number

County Galway, Ireland

County Galway, Ireland

Galway, County Galway, Ireland

Grafton Education is an emerging school support partner, dedicated to providing top-notch technology solutions for students. We work closely with schools to ensure their community gets the best of technology.Answering calls from parents and school principals to address their inquiries and concerns.Managing ticketing systems to ensure timely and efficient resolution of customer issues.Advising customers on warranty and repair options for laptops and accessories.Coordinating engineer call-outs for on-site support and repairs.Handling and resolving customer complaints with professionalism and empathy.Collaborating with team members to ensure consistent and high-quality customer service.Creating and develop FAQs and internal processes.Daily reports for the team

Galway, Ireland

Providing First Class support for the Advisors befitting of the Global Brand, EA. Advising, educating and collaborating with Advisors in order to assist them in their daily task of supporting our customers, across all labels and products.. Communicating in a professional and effective manner. Being an advocate and positive representative of the Consultation group.. Following case management Specialist processes, procedures, and associated tool requirements.. Providing timely and relevant feedback on mis-consultations through relevant channels.. Committing to continuous improvement and helping build our knowledge base.. Escalating potential process gaps or advisor knowledge to Global Process Team, Training and Content.. Communicating effectively with the Expert Response Team and relevant departments regarding trending issues and proposed workarounds/solutions.

Galway

Customer Service Representative at EA/Bioware for Star Wars™: The Old Republic™Responsibilities - Tier 3 support for Star Wars: The Old Republic. - Identifying customer’s issues and attempting to resolve them on first contact. - Implementing and adhering to procedures. - Escalating cases to higher Tiers of support. - Effective time management to ensure high productivity and quality. - Implementing Connect, Resolve and Exceed on all cases.

Galway, Ireland

Providing excellent customer service to all of our EA customer across a number of platforms; PC, Xbox 360,PS3, next gen consoles and mobile games and across all EA games. Within my role I am also the Subject Matter Experts (SME’s) across queue triage tasks.Responsibilities- Tier 2 support for all games labels under EA. Game Specialists are considered to be Subject Matter Experts (SME’s) across a multitude of products.- Troubleshoot issues escalated by advisors across all labels and channels- Follow incident management processes, procedures, and associated tool usage requirements- Engage the relevant departments and stakeholder as part of the escalation and resolution process- Work with customers of varying levels of experience and/or technical capability under varying time constraints- Participate in continuous improvement and in building our knowledge base- Escalate potential bugs to Game Experts where applicable- Effectively communicate with internal and external departments as well as customers, to report on status and resolution of issue.- Generate excel files for each of our vendor sites.

Galway Ireland

This position is a part of the EA Game Specialist with additional tasks.Responsibilities- Providing First Class support for the Advisors befitting of the Global Brand, EA.Advising, educating and collaborating with Advisors in order to assist them in their daily task of supporting our customers, across all labels and products.- Meeting 95% of the Hip Chat Quality program - Ensuring that the daily handover takes place and is up to date.- Communicating in a professional and effective manner. Being an advocate and positive representative of the Consultation group.- Following case management Specialist processes, procedures, and associated tool requirements.- Providing timely and relevant feedback on mis-consultations through relevant channels. - Committing to continuous improvement and helping build our knowledge base.- Escalating potential process gaps or advisor knowledge to Global Process Team, Training and Content.- Communicating effectively with the Expert Response Team and relevant departments regarding trending issues and proposed workarounds/solutions.

Galway, Ireland

Queue Triage Team at at EA/Bioware for Star Wars™: The Old Republic™ and Electronic Arts games such as FIFA 14, Battlefield 4 and MaddenResponsibilities - Investigating and responding to escalated game and account related tickets. - Escalate major issues to the Dev team. - Investigating player reports and violations on case by case basis. - Collaborating with management/Dev team to identify and troubleshoot issues, bugs and understand potential player impact of upcoming game development changes.

Galway, Ireland

Customer Service Representative at EA/Bioware for Star Wars™: The Old Republic™Responsibilities - Tier 3 support for Star Wars: The Old Republic. - Identifying customer’s issues and attempting to resolve them on first contact. - Implementing and adhering to procedures. - Escalating cases to higher Tiers of support. - Effective time management to ensure high productivity and quality. - Implementing Connect, Resolve and Exceed on all cases.

Galway, Ireland

My training has involved me becoming a member of the CSI team in HP dealing with all aspects of HP's business in the global environment. My department provides global support for over 1600 applications, these requests for assistance coming via live chat or from the website which is internal for HP only, the client explains their issues, which can be anything from e-mail problems to data timeliness to actual failure of an application, my work is divided into actioning tickets on the sharepoint system and using initiative to identify which level of service they will require from a simple enquiry as to their issue being solved or if it needs to be elevated to the next level up to and including management. Time management is a key skill here both in dealing with the enquiries and being mindful of the different time zones I will be dealing with within a global company. The department is very teamwork based as I am a link in a chain but I'm also required to micromanage my own time and workload.

Galway Ireland

Whilst working in PC World, as I had an already in depth knowledge of computers, performing general maintenance on customers desktop computers/laptops, replacing faulty/defective hardware and software and performing routine health checks on computers , dealing with customers face to face, dealing with their queries and complaints, as customer satisfaction is obviously important in the retail environment.

Galway Ireland

Whilst working in Specsavers, I was assigned to the laboratory, where customers specific optical lenses were produced. My duties in the laboratory consisted of tasks such as ordering specialised lenses from the head laboratory in England, ensuring that the correct lenses were prescribed to each individual customer, thoroughly cleaning the laboratory equipment during set intervals as hygiene was extremely important in such measured conditions.

Honours, Software Development In Computers

Activities and Societies: Pool, Games, I was a Class Rep in 1st year for my class.

Leaving Cert And Junior Cert

Education record