Experience

MyBuilder.com

• Germany
• Business Consulting and Services

• Customer Operations Specialist

  • Sep 2017 - Present

  - Primary job function is to monitor and interact with users (tradespeople) and subsequently take action against those who contravene the company's rules, regulations, and values. This involves using my knowledge of the industry, intuition, and experience to make evidence-based decisions over potential user account restrictions following disputes - Instigating and taking charge of team discussions and acting as the final authority on decisions relating to customer outcomes. This involves… Show more - Primary job function is to monitor and interact with users (tradespeople) and subsequently take action against those who contravene the company's rules, regulations, and values. This involves using my knowledge of the industry, intuition, and experience to make evidence-based decisions over potential user account restrictions following disputes - Instigating and taking charge of team discussions and acting as the final authority on decisions relating to customer outcomes. This involves taking detailed minutes of team meetings, agreeing action plans, and monitoring associated tasks to completion whilst constantly monitoring customer satisfaction. Critical to this function is ensuring that the team remains focused to the organisations values. Since assuming this role, the time taken for the resolution of customer issues (TTR) has reduced by over 10% (10 hours to 9 hours MTTR) - Initiated the use of the process mapping software Miro to create flowcharts and guides for training purposes, and help train, guide, and be responsible for the on-boarding of new starters. As a result, the on-boarding process is both more consistent and streamlined, leading to a reduction in the time taken to on-board new joiners by 20%. This has also resulted in customers experiencing a more consistent and improved user journey from existing employees, due to the enhancement of our knowledge base through the process maps created Other core components of the role include: - Speaking over the phone with users in order to gather information and answer technical queries - Working as part of the product team to improve both user experience and internal processes for other aspects of the organisation - Helping construct and assess internal evaluations used to test the competency of tradespeople who wish to use the site - Helping to structure the system used to detect fake feedback left by consumers Show less



MyHeritage

• Israel
• Software Development
• 400 - 500 Employee

• Technical and Customer Support Engineer

  • Mar 2017 - Jul 2017

  • Provided email and phone support to users of MyHeritage.com • Company had three main services: DNA ethnicity testing, construction of family trees, and research of historical records • Promoted to a specialist in issues concerning DNA ethnicity testing • Any issues that involving DNA ethnicity testing that could not be answered were escalated to me • Spoke to and assisted approximately 100 customers per week over the phone • Answered approximately 150 email tickets per… Show more • Provided email and phone support to users of MyHeritage.com • Company had three main services: DNA ethnicity testing, construction of family trees, and research of historical records • Promoted to a specialist in issues concerning DNA ethnicity testing • Any issues that involving DNA ethnicity testing that could not be answered were escalated to me • Spoke to and assisted approximately 100 customers per week over the phone • Answered approximately 150 email tickets per week • Became familiar with OTRS ticketing system and JIRA software for bug tracking • Solved complex problems users had, primarily with the synchronisation of online and offline software • Worked closely with the research and development department to help iron out bugs in the product and give feedback for general improvements • Worked with three platforms, online website for PC and Mac, mobile application for Android and iPhone, and an offline family tree builder software • Provided technical support for issues involving the smart matching technologies and algorithms, the importing and exporting of photos, the construction of charts, poster and books, and backup and restoring services • Used customer service skills to give support for complaints and minor issues • Became familiar with and solved billing issues surrounding payment providers such as PayPal and BlueSnapp • Dealt with dissatisfied users who were unhappy with the automatic annual renewal of their subscription Show less



Skyline Markets

• Customer Account Manager

  • Jul 2015 - Feb 2017

  • Provided technical support to users of an online trading platform • Users would trade stocks, FX, commodities and indices • Used Zendesk to measure and record performance • Learned about financial markets and the complex software used to trade • Guided users through the trading process and occasionally advised on trades • Spoke to approximately 200 users a week • Worked with two platforms, online website for PC and Mac, and a mobile application for Android and iPhone •… Show more • Provided technical support to users of an online trading platform • Users would trade stocks, FX, commodities and indices • Used Zendesk to measure and record performance • Learned about financial markets and the complex software used to trade • Guided users through the trading process and occasionally advised on trades • Spoke to approximately 200 users a week • Worked with two platforms, online website for PC and Mac, and a mobile application for Android and iPhone • Built rapport and working relationship with users • Used customer service skills to give support for minor issues • Dealt professionally with users who were unhappy with the results of their trades Show less



Moore Stephens Tiller LLC

• ACA Trainee

  • Jan 2014 - Nov 2014

  London, United Kingdom • Compiled and edited monthly business management reports. • Used knowledge of accounting standards and tax laws to adjust client’s own bookkeeping. • Explained said adjustments to clients whenever there were queries. • Communicated with team members and members of the in house bookkeeping team to ensure financial statements were efficiently prepared and complied with accounting regulations. • Worked as an auditor in private practice. Clientele were a mixture of trade unions… Show more • Compiled and edited monthly business management reports. • Used knowledge of accounting standards and tax laws to adjust client’s own bookkeeping. • Explained said adjustments to clients whenever there were queries. • Communicated with team members and members of the in house bookkeeping team to ensure financial statements were efficiently prepared and complied with accounting regulations. • Worked as an auditor in private practice. Clientele were a mixture of trade unions, pensions, schools, charities and small to medium sized corporations • Worked on the audits of over 30 different clients over the course of a year, with companies based in mainly in London and the South of England • Organised and attended planning meetings between partners, managers, and seniors. • Worked for clients both in audit teams and independently • Gained knowledge of financial markets and finance industry regulations • Employed the principles and ethics of the ICAEW to ensure that clients' financial statements gave a true and fair view. • Gained skills in client communication, understanding and adherence to relevant accounting standards, and use of accounting/audit software • Planned audits as well as carry out on-site testing. • Observed a wide range of businesses, gaining insight into how different industries operate and function • Studied for and achieved the ICAEW CFAB qualification Show less



Direct Line Group

• United Kingdom
• Insurance
• 700 & Above Employee

• Motor Claims Assistant

  • Apr 2013 - Sep 2013

  Leeds, United Kingdom • Advised clients who were calling in to report motor incidents • Spoke to and assisted approximately 200-300 customers per week • Used strong customer service skills to reassure callers who were distressed as a result of having an accident • Sold the use of Direct Line approved garages to customers with a success rate of over 90%