Passionate Customer Support seeks employment in the UK

Previous Employment Details:

Customer Service Team Lead (Full-time) - November 2021 - Present
Main responsibilities and duties include;
- Develop and maintain a centralized knowledge base to facilitate efficient issue resolution and information sharing among team members.
- Using customer relationship management software (Zendesk) to document interactions and daily reports.
- Work closely with development and customer support teams to ensure documentation is accurate and up-to-date.
- Train employees on best practices.
- Conduct user research and gather feedback to improve documentation.
- Monitoring, categorizing, and gathering track customer interaction and overall volume daily.
- Leading performance reviews for team members and creating intervention and improvement plans for team members where necessary.
- Suggest new policies to improve working conditions for team members and overall customer satisfaction.
- Act as an escalation point for complex or high-priority customer issues, ensuring timely and effective resolution.
- Liaising with engineers and third-party contractors to maintain smooth operations and solve escalated issues.

IT Support Technician (Freelance) - September 2013 - Present
Some services I have provided are as follows;
- Setting up new computer systems.
- Upgrading computer hardware and software components.
- Troubleshooting of computer software and hardware issues.
- Repair and replacement of malfunctioning parts.
- Offering technical and practical guidance on how to prevent future problems and prolong product longevity.
- Identify and consult client's technological needs.
- Setting up backup and data recovery.
- Offering in-person and remote troubleshooting assistance.