Experience

Checkit

• Netherlands
• Advertising Services
• 1 - 100 Employee

• • Feb 2023 - Present

• • Feb 2022 - Feb 2023

  OutlineLeading the day-to-day delivery of the 1st Line Support Services to meet SLA. Helping the Manager to ensure the smooth operation of the Support Service. Planning shifts, measuring service delivery performance, looking for and implementing service performance improvements as well as managing Major Incidents. Designing and delivering new automations/platforms and service processes into the 1st Line Team.Key responsibilities• Management of the 1st Line Support shift rota to deliver high-performing support services to customers.• Help the Manager to forecast demand for support services and balance resources to meet that demand whilst controlling costs.• Use performance data, experience, and feedback to propose service improvements and lead the deployment of those improvements.• Deliver regular insights into how well Support Services are being delivered by designing and delivering dashboards and reports that tracks KPI performance.• Design, deliver, measure, and continually improve more scalable, effective, and efficient 1st Line Support processes.• Ensure that the Company’s Quality standard (9001) and other compliance standards including Information Security (27001) are continually maintained and adhered to Show less

• • Oct 2021 - Feb 2022

  OutlineProvide support to customer queries, troubleshoot, and resolve customer issues coming through phone calls or Salesforce software, inform customers of various alarms arising on their site and provide support and advice on the best course of action. Key responsibilities• Respond to critical alarm calls logged onto the call centre monitoring systems, ensuring these are completed within the defined timescales. • Undertake interrogation of alarms, take correct and appropriate actions in accordance with alarm handling procedures and company policies. • Manage and action the support department escalation process where appropriate action is required ensuring the customer is informed of the process. • Produce and maintain on request, up to date master records of all system applications and controller configurations. • Develop and maintain sufficient knowledge on the principles of alarm monitoring systems to provide full and comprehensive support to the customer base. • Document and investigate customer requests following alarm interrogation via telephone and email. • Proactively monitor noticeable patterns in alarms and/or incoming requests and develop workable resolutions. • Ensure that the Company’s Quality standard (9001) and other compliance standards including Information Security (27001) are continually maintained and adhered to Show less



McDonald's

• 1 - 100 Employee

• • Mar 2019 - Oct 2021

  OutlineEnsure that the shift runs smoothly, McDonald’s standards and procedures are being followed and monitoring the safety, security, and profitability of the restaurant. Resolve any problems that may arise on shift such equipment failure and resolve customer complaints in a professional manner.Key responsibilities● Planning of the shift, monitoring performance and ensure targets are being met● Ensure that crew members are trained and understand how to follow McDonald’s procedures● Training of new members of the management team ● Quarterly safety and security checks performed on the restaurant● Resolve customer complaints that may arise in a professional manner ● Ensure correct disciplinary action is taken should incidence arise with members of staff Show less

• • Dec 2017 - Mar 2019

• • Aug 2017 - Dec 2017

• • Sep 2016 - Aug 2017