Client/s: KeyBank (US Account) – Pioneer Account (B2B)
o Overseeing day to day operations of the team. Lead the Frontline support (calls/chat) with technical and admin matters for all KeyBank employees.
o Handles critical or High Priority Issues (HPI). Closely work with Incident management team until completion and issue resolution. Act as initial point of escalation to assist Supervisor calls / 2nd level calls and VIP calls when needed.
o Act as a Subject Matter Expert, to help 1st level queries regarding troubleshooting, process and issues needed higher support.
o Responsible with hiring process, training new team members, process payroll, and continued development of existing staff.
o Monitor and ensure staff compliance with established procedures i.e. operational processes, quality control procedures and company conduct.
o Conducts team meetings and one on one coaching to update members on individual and team KPI performance, mission-related objectives, and deadlines.
o Guide the team with best practices and ways of working; prepare performance evaluations, handle process improvements and disciplinary actions.
o Real-time monitoring of SLA and Queue management via CMS and CISCO Finesse.
o Perform L1responsibilities as need:
 Escalate unresolved calls to the correct support team.
 Answer L1 calls/chats/self-service tickets
 Authenticate client for password reset and unlock.
 Documents all interaction in Service Now ticketing tool.
 Perform t/s via remote control as needed
 Diagnoses and resolve network, software, printers & hardware issues
 Configure and troubleshoots VPN issues
 Handles all MS Office issues/request (Outlook, Word, Excel, Power Point, Themes, Skype for Business)

Client/s: Maersk Line – Global (B2B)
o Frontline support via online ticketing for global user of Maersk Line employees and welcome authorized callers, as entry point into Incident Management and Service Request Fulfilment by phone, mail, web and chat.
o Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
o Keeping records of customer interactions, transactions, comments and complaints via ServiceNow system.

Client: ANZ Bank

Mobility Service Desk Lead
o Manages escalations from dissatisfied customers and proactively reports such instances to the Service Desk Manager
o Conducts coaching sessions with each team member to discuss contact quality reviews and individual performance scorecard
o Do Weekly and Monthly Accuracy Report – Case/Incident checking
o Conducts training to new staff, team huddles and events to ensure high levels of team motivation as well as to communicate key updates

Mobility Support – Service Desk
o Handles service requests, enquiries, billing from ANZ Bank employees via calls/emails relating to company issued mobile/tablet devices
o Perform service requests i.e. service administrations for mobile GSM services, troubleshoot software & network issues, hardware repair, inventory management, maintenance and verification.

IT Service Desk Support
o Initial point of support performing basic troubleshooting on different software applications, printers and fax machines for ANZ employees (internal, external, IT managers, incident managers).
o Performs CISCO, Jabber and AVAYA phones troubleshooting and CISCO web conferencing accounts.
o Email monitoring for incidents, requests and enquiries. Log all help desk interactions via BMC REMEDY 7 and web-based Remedy.

Part of the Top 20 in GNQE (EXAM)