Experience

Nexudus | Coworking, Flex & Hybrid workspaces software

• United Kingdom
• Technology, Information and Internet
• 1 - 100 Employee

• 1st Line Support Technician

  • Oct 2022 - Present



Samsung Electronics

• South Korea
• Computers and Electronics Manufacturing
• 700 & Above Employee

• CX - Support Lead

  • Feb 2022 - Oct 2022

  ● Supervising the whole repair process from FOH, MOH, BOH and back to the customer to deliver consistently first-class service across the whole customer journey. Year-to-date achievements across all SEUK branches: 2nd place across the country for CSAT and NPS; Lowest Customer Dissatisfaction rate; 3% Customer Repeated Repair Ratio vs <4% target; 6% LTP vs <7% target; 1st place across the country in Incoming Quality Control (Quality of repair) rate.● Bringing the morale of the group high by recognising personal and professional excellence● Appointed Manager of the Month in April 2022, just 2 months after my promotion, for embracing every challenge with a can-do attitude, successfully leading the morning Huddles and for integrating superbly with the KX Leadership Team.● Being awarded the Always Growing Award across the CX Team and Unsung Hero Award across all Samsung KX departments during this year’s awards ceremony for always striving for growth and development and for being a key team player often being the first point of contact for my team when they need support● Successfully motivating the Team in achieving personal and store targets; An incredible average of 4.7 stars in store Google Reviews, over 90 comments only for the month of June which exceeds the number of reviews across all other SEUK branches combined● Promptly escalating and dealing with Samsung HQ for any issue or support we need on GSPN in order to always ensure our customers always have the best resolution and the quickest turnaround time● Successfully assisting, training and educating colleagues on tips and strategies gained by my personal experience in order to deal with customer expectations, internal procedures and vital troubleshooting; Ensuring that quality and speed of service are always delivered, achieved and sometimes even exceeded Show less

• Video Support Specialist at Samsung KX

  • Jun 2020 - Feb 2022

  During the Covid-19 pandemic, Samsung started trialling the video support assistance. My Samsung KX colleagues and I were the first in the U.K. to try out this new way of helping customers remotely.● Assessing the device’s issue by visually inspecting the product and asking relevant open questions● Discover, fix and solve any software issue by utilising different tools● One-to-One tutorials on how to use new devices● Managing customer time expectations and escalating the issue if it comes to a hardware repair● Assisting customers via remotely accessing their phones upon their consent● Complaint handling● Writing hourly reports● Being productive while working from home Show less

• Customer Support Specialist at Samsung KX

  • Jul 2019 - Feb 2022

  ● Being recognised multiple times by clients for delivering first-class customer service (Over 30+ Google Reviews, feedback given to my managers, store OSAT, email gratifications to Samsung CEO)● Awarded Support Specialist of the month on multiple occasions for delivering consistent excellence in customer service, procedures and attitude.● Assisted customers with varying questions and concerns, using product knowledge and service expertise to resolve issues promptly gained through experience to determine the best course of action for resolving problems; escalate issues to senior leadership and technical specialists when required.● Complaint handling, excellent ability to reverse a problematic situation and make the customer at ease● Training colleagues on new techniques/procedures (e.g. watches/wearables diagnostic)● Answered customer video calls promptly, improving on-hold wait times and enhancing customer satisfaction scores.● Successfully conduct One-to-One tutorials on how to use new devices● Excellent knowledge of Middle Of House operations Show less



Samsonite

• Belgium
• Manufacturing
• 700 & Above Employee

• Sales Advisor

  • Oct 2018 - May 2019

  ● Great knowledge of the products and their features ● Ability to identify the type of customer and address their needs ● Great knowledge of all the till procedures – X-Store ● Able to train people and see their potential ● Key holder - great knowledge of opening and closing procedures: Till Audit; Daily Discrepancy Check for the previous day; updating internal databases ● Great understanding of the KPI and business goals ● Full understanding of the Repair system and prompt help to the customer via both email and telephone ● Great communication skills, warm smile, professional yet familiar tone of voice Show less



TVF Media

• United Kingdom
• Media Production
• 1 - 100 Employee

• Receptionist – Administration (Temp)

  • Aug 2018 - Nov 2018

  ● Opening and closing the reception ● Answering calls from clients and direct them to the right person ● Collect parcels at arrival and notify the person by email ● Assist co-workers in their daily tasks ● In charge of checking employees’ attendance at work by logging into the system ● Send a daily report with the work attendance of every employee ● Opening and closing the reception ● Answering calls from clients and direct them to the right person ● Collect parcels at arrival and notify the person by email ● Assist co-workers in their daily tasks ● In charge of checking employees’ attendance at work by logging into the system ● Send a daily report with the work attendance of every employee



Donnelley Financial Solutions (DFIN)

• United States
• Financial Services
• 700 & Above Employee

• Help Desk Administrator (Temp)

  • Jun 2018 - Nov 2018

  ● Welcoming and greeting clients ● Checking emails from clients ● Printing, scanning/digitalizing, photocopying files and papers ● Undertaking tasks from high profile clients ● Keeping the workplace clean and tidy ● Following Health and Safety standards ● Welcoming and greeting clients ● Checking emails from clients ● Printing, scanning/digitalizing, photocopying files and papers ● Undertaking tasks from high profile clients ● Keeping the workplace clean and tidy ● Following Health and Safety standards



itsu

• United Kingdom
• Food and Beverage Services
• 400 - 500 Employee

• Team Member

  • Aug 2016 - Jan 2018

  ● Welcoming and greeting customers ● Working at the till and complaint handling ● Great knowledge of the kitchen’s standards and company’s policy ● Coordinating and teaching co-workers ● Carrying out Health and Safety ● Welcoming and greeting customers ● Working at the till and complaint handling ● Great knowledge of the kitchen’s standards and company’s policy ● Coordinating and teaching co-workers ● Carrying out Health and Safety



Piccolino Restaurant

• United States
• Hospitality
• 1 - 100 Employee

• Waiter

  • Jun 2016 - Aug 2016



Tortilla Mexican Grill plc

• United Kingdom
• Restaurants
• 200 - 300 Employee

• Team Member

  • Oct 2015 - Jan 2016



VIA Our Agency London

• London, United Kingdom

• Social Media Intern

  • Jul 2015 - Aug 2015

  I started this treineeship in social media marketing in order to get knowledge and experience about the social media platforms. · Taking photos and posting on Instagram · Undertaking research and development for clients and making recommendation for improvements for social media channels · Creating content for social media channels – Facebook, Twitter, Instagram · Coming up with ideas for and writing blog posts for websites · Online advertising: Gumtree, Total Jobs, Monster Jobs · Creating an instagram video for VIA's instagram profile Show less



Kimchee To Go (Wasabi Group)

• London, United Kingdom

• Team Member

  • Mar 2015 - Jun 2015

  - Welcoming customers - Dealing with customers problems - Working at the till - Setting the tables - Keeping the workplace clean and tidy - Welcoming customers - Dealing with customers problems - Working at the till - Setting the tables - Keeping the workplace clean and tidy



Ennova

• Italy
• IT Services and IT Consulting
• 200 - 300 Employee

• Inbound Telephone Helpdesk - 119 Telecom Italia Mobile (TIM)

  • Jul 2014 - Jan 2015

  ● Configuring APN on internet keys, computers, mobile devices and tablets ● Complaint handling and promoting special offers ● Problem-solving on a numerous range of mobile connectivity issues ● Technical and commercial customer assistance and support ● Configuring APN on internet keys, computers, mobile devices and tablets ● Complaint handling and promoting special offers ● Problem-solving on a numerous range of mobile connectivity issues ● Technical and commercial customer assistance and support