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