Summary
Overview
Work history
Education
Skills
Certification
Additional Information
Timeline
Generic

Jason Tandoh

London

Summary

Highly driven, motivated individual with strong experience in within the Tech customer service environment I have the ability to work proactively on my own using my own initiative and problem solving skills as well as being a responsible team player and managing demanding workloads . Currently looking for a new challenging position that will aid continuous personal and professional development where I can contribute to the success of an institution.

Overview

10
10
years of professional experience
1
1
Certification

Work history

Internation Advance Support tech - EMEA

Warner Bros Discovery
london
03.2024 - Current
  • Receive escalations directly from frontline supports, provide resolutions, and conduct potential escalations to wider teams.
  • Creating SOPs to assist colleagues in managing live events and ensuring organization service standards are met.
  • Managing escalated incidents and providing the support team with updates promptly.
  • Work cross-functionally with Leadership and wider support teams to provide the information needed to resolve escalated issues.
  • Being an effective Point of contact during live sports events to assist with troubleshooting escalated customer issues and identifying trends in customer communications.
  • Identifying trends in customers communications and ensuring issues are escalated to the relevant teams.


Tech support team Lead

Endeavor streaming/IMG
London
07.2021 - 02.2024
  • Managed and prioritised allocated incoming support tickets.
  • Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
  • Communicated technical concepts to customers clearly by phone, email and online chat.
  • Managed staff rotas, planning workloads effectively and strategically.
  • Created training programmes based off identifying gaps in team skill
  • Successfully led high-volume teams to achieve KPI targets and other department metrics.
  • Offered instruction, coaching and motivation for enhanced team morale.
  • Dealt with customer complaints and rectified product and service issues.
  • Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
  • Supervised and trained customer service team members to provide exceptional client care and account management.
  • Coaches team members to achieving high Nps.
  • Analysed Key Performance Indicator (KPI) data to identify trends and achieve team goals.
  • Fostered positive employee relationships through communication, training and coaching.

CU STOMER SERVICE advisor / team leader

Sky
London
11.2015 - 04.2021
  • Guaranteed positive customer experiences by efficiently resolving customer concerns and complaints.
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Provided support to customers, meeting demands of fast-paced call centre environments.
  • Created strong value-added relationships with customers, driving business development and profit potential.
  • Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
  • Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
  • Led performance reviews and tailored employee feedback to facilitate professional development.
  • Drove team to consistently exceed critical Key Performance Indicator
  • Reached high-quality standards through audits and testing.
  • Resolved employee relations issues and navigated disciplinary proceedings.
  • Fostered positive employee relationships through communication, training and coaching.
  • Supervised and mentored up to 12 team members.

Education

2:2 - Business

University of Northampton

Skills

  • Team management
  • Coaching and mentoring staff
  • Communicating with external departments
  • Knowledge of Microsoft packages
  • Experience using Jira and confluence
  • Managing workloads



Certification

Administration - Advanced level Customer Service - Advanced level Data Analysis - Advanced level Microsoft Office 365 - Advanced level Project Management - Advanced level

Additional Information

  • . References available

Timeline

Internation Advance Support tech - EMEA

Warner Bros Discovery
03.2024 - Current

Tech support team Lead

Endeavor streaming/IMG
07.2021 - 02.2024

CU STOMER SERVICE advisor / team leader

Sky
11.2015 - 04.2021

2:2 - Business

University of Northampton
Jason Tandoh