Download PDF

Summary

Customer Service Supervisor experienced with over ten years in the customer service industry and two of these years spent as a supervisor. With the foresight and knowledge to solve customer problems and ensure exemplary customer service is given by the team to our customers.

Work History

Oct 2013Oct 2015

Customer Service Supervisor

Zenimax Online Studios

Working as part of a team and responsible for work assignments/rotations, staff vacations, staff breaks, overtime assignment and arranging back-up for absent employees.

Duties:

  • Supervising the day-to-day activities of a team of between 10 and 20 multilingual  staff.
  • Organising work load, allocating tasks, to the team on a daily basis.
  • Managing team and individual performance on SLA'S set by Senior Management.
  • Ensuring all administrative records are completed accurately.
  • Ensuring professionalism and high quality is continually maintained.
  • Preparation of relevant reports and documents for managers.
  • Identifying areas of the business where improvements can be made.
  • Developing policies to create and maximise performance.
  • Monitoring staff attendance and performance levels.
  • Assisting in the recruitment and interviewing of new staff.
  • Identifying training requirements of existing staff and new staff to the team.
  • Monthly one to one meetings with staff.
Apr 2012Oct 2013

Vendor Coordinator

Electronic Arts

Managing the day-to-day support of Electronic Arts Outsourcing Partners by supporting the Vendor Manager with issues such as KPI's, scheduling meetings, tracking issues, being a point of contact for all customer service related questions. 

Duties:

  • Hosting weekly Project and Team meeting calls.
  • Monitoring and tracking issues on an Action Register and through Jira for both EU and Asia Outsourcing Partners.
  • Keeping track of and updating key stakeholders on product releases and related tasks.
  • Compiling reports to present weekly to the relevant Stakeholders on teams CSAT and DSAT drivers and what has been done or needs to be done for the team to improve performance.
  • Managing SLA at vendor sites making sure they keep within the given SLA for phones, email and chat.
  • Liaising with Studio and Product Managers through Jira and within meetings and raising product related issues and chasing these key issues up for the Outsourcing Partners with the key stakeholders.
  • Monitoring, mentoring and working closely with our Outsourcing Partners to ensure compliance with internal strategies, policies, procedures and knowledge base to ensure a high level of quality and best practices.
Jan 2011Apr 2012

Senior Customer Care Representative

Electronic Arts - Bioware
Nov 2009Jan 2011

Tier 3-Billing and Technical Support

Blizzard Entertainment
Oct 2006Nov 2009

Terms of Service Administrator

Blizzard Entertainment
Jan 2005Oct 2006

Customer Service Specialist

Blizzard Entertainment
Jun 2002Jan 2005

Deputy Manager

Royal Mail

Education

Sep 2001Jun 2004

BSc Hons Business & Games Computing

University Of Lincoln
Sep 1999Jun 2001

HND Software Engineering

University College Suffolk

Skills

Microsoft Office: Word, Excel, PowerPoint, Outlook, HTML5, JavaScript, CSS, SalesForce, RightNow, GlobalCollect, Digital River.

REFERENCES

Available on request