Niven Vaitilingon

Managing frontline customer service team whilst incorporating and improving benchmarks and frameworks that contribute to customer satisfaction metrics, whilst maintaining a high volume of calls. Currently working on gaps in framework to tackle challenges in team productivity and quality of customer experience.

Helped foster relationships between various partners (engineers and suppliers) and a team of 9, initially managing the repair team, emphasis on high level customer care whilst liaising with operations manager to build a unified framework between all regions, then managing the replace team, incorporating stronger customer contact whilst successfully reducing operational expenses.

• Within the helpdesk department, have had opportunity to capture and quickly identify feedback and issues and have crafted constructive and effective methods to tackle them, from (currently) rehauling of current troubleshooting methods, rewriting advisor scripting to tackle advisor complaint handling and direct advisor observations to ensure best practices are aligned across the board.
• Current role allows coaching and development as a main aspect of the day-to-day tasks. Whether it’s creating advisor specific training methods based on call audits and analysis or implementing interactive and engaging induction training in a classroom environment. This has resulted in strong feedback from new starters and sustained improvement in stats for existing advisors.
• Current role requires a strong level of personal engagement and interpersonal skills both written and spoken, from classroom training, team meetings, coaching sessions, various daily emails across the team or other departments and training material. Able to achieve this to an engaging but professional quality.
• In instances of manager's absence, took full duties such as delivering 1-2-1s and dealing with admin work such as stat analysis, process improvement meetings, payroll, rota management amongst others.
• Fully trained and highly experienced in both SIA and Dynamics.
• Excellent product knowledge due to 5 years experience in the department, involved in creating multiple standard operating procedure (SOP) documents.

• Answered customer requests with friendly, knowledgeable service and support.
• Oversaw training of new team members and mentored each to promote productivity, accuracy and friendly service.
• Directly involved in recruitment of new starters by assisting management in conducting interviews and being involved in decision making process, providing valuable insight.
• Employed objection handling skills to manage and resolve customer complaints.
• Manage entirety of team complaints, liaise with managers and compliance for resolutions. Directly engage complaints with soft skills and problem resolution in order to achieve satisfactory completion of complaint. Average complaints resolved about 4-5 weekly.
• Specialist Team leader role, in which managing team of specialists, measuring and working out their workloads, tasks in order to not interfere with their other responsibilities while maintaining continued high level of quality on both ends.
• Achieving strong levels of customer service results and managing to stay comfortably within team averages and team SLA's and KPI's, such as QA score's over 90%, wrap time under 30 seconds.
• Experience in being heavily involved with complaint case studies, induction processes and chaser process, giving heavy quantitative feedback and potential solutions to managers to suggest improvement in processes in line with current company values.