Experience

edays

• United Kingdom
• Software Development
• 1 - 100 Employee

• Head Of Customer Support

  • Jun 2020 - Present

  Continuously managing a team of technical support advisors, KPI’s, training and Supporting client. Working closely with the Customer Director to ensure best practices and new ideas are brought forward and implemented to encourage a better customer experience whilst expanding internal knowledge.

• Team Lead

  • Apr 2019 - Jun 2020

  Support team lead and second line support, managing a team of technical support advisors, KPI’s and training, encouraging best practice for a better customer experience whilst exploring avenues for growth with incoming technical customer queries.Continuously working with implementation and Customer Success to maintain strong cross-department relationships and client retention.

• Help Desk Support Specialist

  • Feb 2018 - Apr 2019

  First line support, dealing with low to high impact severity issues - keeping with SLA and meeting KPI. Supporting a range of clients from SME to Enterprise over phone and email. Working closely with the implementation and Customer Success department to create a strong customer retention and relationship.



OneFile

• United Kingdom
• E-Learning Providers
• 1 - 100 Employee

• Software Support

  • Feb 2017 - Jan 2018

  First line support, dealing with low to high impact severity issues - keeping with SLA and meeting KPI. First line support, dealing with low to high impact severity issues - keeping with SLA and meeting KPI.