Technical Sales Support Specialist

• Sep 2022 - Present

Sales Administrator

• Aug 2021 - Nov 2022

Visa Consultant

• Apr 2018 - Aug 2020

· As a visa processer, to ensure applications are quality checked to Embassy standards · Inform applicants of any missing information or Criterion · Book any appointments for Biometerics, manage spreadsheet for appointments and collections · meet and greet customers at the application centre, liaise with Consulate and application centre staff members · Adhere to strict confidentiality , and data protection surrounding personal documents (passports, birth certificates, bank… Show more · As a visa processer, to ensure applications are quality checked to Embassy standards · Inform applicants of any missing information or Criterion · Book any appointments for Biometerics, manage spreadsheet for appointments and collections · meet and greet customers at the application centre, liaise with Consulate and application centre staff members · Adhere to strict confidentiality , and data protection surrounding personal documents (passports, birth certificates, bank statements) · As concierge agent, my role, was to upsell concierge service. · look after important key accounts and high revenue orders · Aspects of account management, customer satisfaction · proactively sell additional services, to enhance customer experience, and maximise visa issuance, and acceptance · Ensure every order is seamless and clients are informed of progress along the way, as per the concierge package Show less · As a visa processer, to ensure applications are quality checked to Embassy standards · Inform applicants of any missing information or Criterion · Book any appointments for Biometerics, manage spreadsheet for appointments and collections · meet and greet customers at the application centre, liaise with Consulate and application centre staff members · Adhere to strict confidentiality , and data protection surrounding personal documents (passports, birth certificates, bank… Show more · As a visa processer, to ensure applications are quality checked to Embassy standards · Inform applicants of any missing information or Criterion · Book any appointments for Biometerics, manage spreadsheet for appointments and collections · meet and greet customers at the application centre, liaise with Consulate and application centre staff members · Adhere to strict confidentiality , and data protection surrounding personal documents (passports, birth certificates, bank statements) · As concierge agent, my role, was to upsell concierge service. · look after important key accounts and high revenue orders · Aspects of account management, customer satisfaction · proactively sell additional services, to enhance customer experience, and maximise visa issuance, and acceptance · Ensure every order is seamless and clients are informed of progress along the way, as per the concierge package Show less

Customer Service Advisor

• Oct 2017 - Mar 2018

· Be the dedicated contact for 185 schools in the greater Manchester area. · Help Exams officers and administration assistants manage timelines for GCE and GCSE exam sessions · Manage own queue of e-mails and queries from dedicated centres · Assist with invoice queries · Visit centres to promote relationships and solve any ongoing issues · Advise of fees and specifications for qualifications · Provide fault diagnostics for online platform · Book demo tests for online… Show more · Be the dedicated contact for 185 schools in the greater Manchester area. · Help Exams officers and administration assistants manage timelines for GCE and GCSE exam sessions · Manage own queue of e-mails and queries from dedicated centres · Assist with invoice queries · Visit centres to promote relationships and solve any ongoing issues · Advise of fees and specifications for qualifications · Provide fault diagnostics for online platform · Book demo tests for online examinations · Amend and reprint certificates · Provide instructions and guidelines for conducting exams Show less · Be the dedicated contact for 185 schools in the greater Manchester area. · Help Exams officers and administration assistants manage timelines for GCE and GCSE exam sessions · Manage own queue of e-mails and queries from dedicated centres · Assist with invoice queries · Visit centres to promote relationships and solve any ongoing issues · Advise of fees and specifications for qualifications · Provide fault diagnostics for online platform · Book demo tests for online… Show more · Be the dedicated contact for 185 schools in the greater Manchester area. · Help Exams officers and administration assistants manage timelines for GCE and GCSE exam sessions · Manage own queue of e-mails and queries from dedicated centres · Assist with invoice queries · Visit centres to promote relationships and solve any ongoing issues · Advise of fees and specifications for qualifications · Provide fault diagnostics for online platform · Book demo tests for online examinations · Amend and reprint certificates · Provide instructions and guidelines for conducting exams Show less

Customer Service Specialist

• Mar 2014 - Aug 2017

· Advise clients on visa and passport requirements, Liaise with account managers and processing team · Manage customer complaints · Identify and update changes from embassies and consulates · Adhere to call quality through remote listening and score sheets, Required to answer calls within SLA · Assist London office with form fills for Indian applications with consulate · Ensure compliance is adhered to, and maintain relationships with embassies and consulates · Manage own… Show more · Advise clients on visa and passport requirements, Liaise with account managers and processing team · Manage customer complaints · Identify and update changes from embassies and consulates · Adhere to call quality through remote listening and score sheets, Required to answer calls within SLA · Assist London office with form fills for Indian applications with consulate · Ensure compliance is adhered to, and maintain relationships with embassies and consulates · Manage own workload and share best practice Show less · Advise clients on visa and passport requirements, Liaise with account managers and processing team · Manage customer complaints · Identify and update changes from embassies and consulates · Adhere to call quality through remote listening and score sheets, Required to answer calls within SLA · Assist London office with form fills for Indian applications with consulate · Ensure compliance is adhered to, and maintain relationships with embassies and consulates · Manage own… Show more · Advise clients on visa and passport requirements, Liaise with account managers and processing team · Manage customer complaints · Identify and update changes from embassies and consulates · Adhere to call quality through remote listening and score sheets, Required to answer calls within SLA · Assist London office with form fills for Indian applications with consulate · Ensure compliance is adhered to, and maintain relationships with embassies and consulates · Manage own workload and share best practice Show less

Customer Service Support Manager

• Sep 2013 - Jan 2014

· Responsible for the day to day activity of the newly established Customer service department. · Answering e-mails and phone calls within set timescales, and for all Online stores · Liaising with buyers, warehouse, operations managers and Director to ensure best practice and identify areas for growth · Setting and implementing customer service procedures, in line with company standards, creating a customer service "manual" · Responsible for refunds and escalations, as well as… Show more · Responsible for the day to day activity of the newly established Customer service department. · Answering e-mails and phone calls within set timescales, and for all Online stores · Liaising with buyers, warehouse, operations managers and Director to ensure best practice and identify areas for growth · Setting and implementing customer service procedures, in line with company standards, creating a customer service "manual" · Responsible for refunds and escalations, as well as deciding where good will gestures are to be awarded. · updating product descriptions and images for online stores striving for continuous improvement using the SMART and LEAN values Show less · Responsible for the day to day activity of the newly established Customer service department. · Answering e-mails and phone calls within set timescales, and for all Online stores · Liaising with buyers, warehouse, operations managers and Director to ensure best practice and identify areas for growth · Setting and implementing customer service procedures, in line with company standards, creating a customer service "manual" · Responsible for refunds and escalations, as well as… Show more · Responsible for the day to day activity of the newly established Customer service department. · Answering e-mails and phone calls within set timescales, and for all Online stores · Liaising with buyers, warehouse, operations managers and Director to ensure best practice and identify areas for growth · Setting and implementing customer service procedures, in line with company standards, creating a customer service "manual" · Responsible for refunds and escalations, as well as deciding where good will gestures are to be awarded. · updating product descriptions and images for online stores striving for continuous improvement using the SMART and LEAN values Show less

Customer Service Representative

• Jun 2011 - Sep 2013

· Managing customer queries and complaints · Answering calls within a required SLA · Managing e-mails, applying for refunds · Adjusting stock levels on company database · Outbound calling Potential and existing Trade customers · Establishing possible new products for trade site · Training colleagues on the new wholesale Website · Managing customer queries and complaints · Answering calls within a required SLA · Managing e-mails, applying for refunds · Adjusting stock levels on company database · Outbound calling Potential and existing Trade customers · Establishing possible new products for trade site · Training colleagues on the new wholesale Website

Call Center Supervisor

• Mar 2008 - Mar 2011

· Responsible for assisting the call centre manager in the day to day operation of the national customer service contact centre · Managing agent performance and development, as well as providing coaching and support · Assisting in the selection and recruitment of new agents · Act as a point of escalation for customers and clients · Motivating staff to achieve personal and company targets · Identify queries and concerns from customers and clients and feedback to the call centre… Show more · Responsible for assisting the call centre manager in the day to day operation of the national customer service contact centre · Managing agent performance and development, as well as providing coaching and support · Assisting in the selection and recruitment of new agents · Act as a point of escalation for customers and clients · Motivating staff to achieve personal and company targets · Identify queries and concerns from customers and clients and feedback to the call centre manager with possible solutions, using own knowledge and experience · Ensure that all policies and procedures are adhered to · Assuming the call centre managers role and its duties in their absence · Introduced and managed team committee for colleague engagement, and “fun-days” to enhance staff morale · Assisted in the successful re-location of the call centre from Manchester to Birchwood · Implemented CMS system, tested and implemented customer complaint database · Ensuring a 6 day week operation is covered with required staffing levels · Creating and compiling training manuals · Identifying, reporting and implementing areas for development, using the “Kaizen” business method · Collating operational reports on contact centre performance and call statistics · Creating the “Hot News” communication to feedback operation changes, general news and housekeeping Show less · Responsible for assisting the call centre manager in the day to day operation of the national customer service contact centre · Managing agent performance and development, as well as providing coaching and support · Assisting in the selection and recruitment of new agents · Act as a point of escalation for customers and clients · Motivating staff to achieve personal and company targets · Identify queries and concerns from customers and clients and feedback to the call centre… Show more · Responsible for assisting the call centre manager in the day to day operation of the national customer service contact centre · Managing agent performance and development, as well as providing coaching and support · Assisting in the selection and recruitment of new agents · Act as a point of escalation for customers and clients · Motivating staff to achieve personal and company targets · Identify queries and concerns from customers and clients and feedback to the call centre manager with possible solutions, using own knowledge and experience · Ensure that all policies and procedures are adhered to · Assuming the call centre managers role and its duties in their absence · Introduced and managed team committee for colleague engagement, and “fun-days” to enhance staff morale · Assisted in the successful re-location of the call centre from Manchester to Birchwood · Implemented CMS system, tested and implemented customer complaint database · Ensuring a 6 day week operation is covered with required staffing levels · Creating and compiling training manuals · Identifying, reporting and implementing areas for development, using the “Kaizen” business method · Collating operational reports on contact centre performance and call statistics · Creating the “Hot News” communication to feedback operation changes, general news and housekeeping Show less