Matthew Fenech

All 'Team Leader' tasks which were previously mentioned were reassigned to me, while I was also given responsibility for the ones mentioned below:

• Responsible for the roster upkeep of the whole CS team. This mostly consists of keeping a record and booking agents' leave requests, handling sick leave requests (also during out-of-office hours), and setting up weekly rosters.

• Calculating and assigning monthly performance bonuses to all customer service agents.

• Responsible for CS recruitment, including reviewing CVs, and interviewing candidates.

• Resolved complex customer complains using company processes and policies, while also providing updates to customers via our customer support agents.

• Compiled daily, monthly, and yearly reports as required for management and operational needs, while also analyzing all data obtained from such reports in order to pass on necessary information for management review.

• Escalated issues to the proper departments when standard processes were not effective.

• Liaised with multiple departments on any required updates and developments relating to quality monitoring tools, programs, databases, or any other processes required to improve quality.

• Communicated with our various external service providers, when required, for problem resolution.

• Was responsible, together with other departments, for establishing the company's first U.S.-based Customer Support team, including coordinating multiple business trips, one of which was a two-month assignment to oversee setup and operations.

• It was also required for me to be available 24/7 for any out-of-office hours, escalations, and emergencies.

• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.

• Responsible for ensuring that all staff within the CS team are providing the correct information to the clients, while spotting knowledge issues within the team. This was done via monthly reports, by monitoring each agent's past work across multiple channels.

• Regularly maintaining and updating any CS-related instructions, ready-made replies, and tools, while also making them as easy as possible to find and use.

• Responsible for the organization, setting up, and delivery of training programs for new Customer Support recruits and existing agents to ensure alignment with process updates and operational changes.

• During busy periods, I also aided the CS team by handling clients' complaints, as instructed by CS management.

• This role's responsibilities consisted of handling large amounts of complaints and clients at once, while keeping the standards and etiquette that the company demands.

• Additional duties, such as the distribution of certain prizes via a dedicated system, were given.

• Improved my ability to guide and solve people's problems and issues in foreign languages (mainly Italian and Spanish) and via different channels (LiveChat and email).

• I continued perfecting my pressure and stress-handling skills.

• Main job responsibilities were managing daily office-related tasks in a timely manner, and taking care of any additional tasks or projects assigned to me.

• Skills on how to manage stressful situations were improved.

• Multitasking skills were improved due to handling large amounts of tasks at once.

• Planning and scheduling skills are needed in order to be more time-efficient.

• Experience and understanding of how an office should operate were obtained.

• Main job responsibilities were to understand the client's problems and issues, and solve them in the appropriate manner, in the least amount of time.

• Pressure and stress-handling skills were developed in order to be effective in difficult situations.

• Communication skills were also refined and improved on in order to encourage clients to buy a new service or upgrade their current one.

• Regularly managed to reach aims to achieve objectives that consist of sales and customer satisfaction, according to the company's standards.