Sean Pierre
Hanwell,London
Summary
Committed, self-motivated and dynamic helpdesk professional, skilled in troubleshooting and customer service. In recent years have gained specialist skills and knowledge within the payments and fintech industries plus have many years experience working in companies that specialise in call handling and engineer call dispatch. Enthusiastic team player and excellent motivator who demonstrates the ability to successfully lead and develop others whilst having a proven ability to resolve issues, guide teams and achieve targets. Proficient in learning and working on multiple applications and systems, constantly looking to introduce new practices and procedures in order to both maximise efficiency and improve team performance. Driven leader with proven possesses a positive approach and excellent business acumen along with being reliable, trustworthy and very flexible.
Overview
31
31
years of professional experience
5
5
years of post-secondary education
Work history
Technical Support Team Leader
Verifone Limited
Heathrow, Middlesex
05.2018 - Current
- Leading and managing 1st line technical team supporting Verifone products and services.
- Ongoing training and development on Verifone products, systems and applications.
- Driving continuous improvements through Verifone's core objectives.
- Ensuring department attains and exceeds contractual SLAs and core metrics/KPIs.
- Monitor and evaluate agent interactions to ensure adherence to quality standards.
- Mentoring and coaching direct reports to drive performance and develop talent.
- Ensure that Helpdesk Support staff deliver high-quality of technical support.
- Verify that agents provide accurate solutions to customers.
- Hold calibration sessions to ensure consistent scoring and interpretation of quality criteria.
- Help maintaining agent-facing support documentation on Verifone's knowledge base.
- Prioritised requests based on severity, maintaining customer satisfaction levels.
- Prepare and analyse quality reports for management review
- Handle recruitment of new support agents and oversee their training.
- Handle staff appraisals and disciplinaries.
Technical Support Agent
Verifone Limited
Heathrow
05.2015 - 05.2018
- First point of contact for all customers for product and terminal support
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Resolving customer queries and issues on products and solutions whenever possible and escalating to other teams as required
- Maintained up-to-date knowledge of Verifone products, solutions and fixes.
- Created user-friendly manuals and maintaining Verifone's knowledge base.
- Ability to multi-task and work with multiple systems
Help Desk Agent
BancTec Ltd/Dataforce Interact Ltd
Colnbrook, Slough
04.2007 - 03.2015
- Part of BancTec Ltd call handling and engineer dispatch centre.
- Managed hardware and software cases until completion.
- Dealt with escalations and major service issues.
- Prepared labour and parts quotes for chargeable callout repairs.
- Arranged shipment of parts and engineers to customer sites.
- Liaised with third party providers and service companies.
- Correlated data for daily/monthly stats and reports for service managers and customers.
- Dealt with Payment Card Technologies pre-paid and currency card program dealing with customer issues, complaints, account and transaction enquiries over the phone and via email.
- Debiting/crediting funds on customer accounts
- Provided inbound phone support for The British Motor Sports Association for over one year.
Call Centre Team Leader
ComputerCall UK Ltd
Hounslow, Middlesex
03.1999 - 04.2007
- Responsible for day to day operations including staff rota and holiday planning, ensuring call centre was staffed as per business and operational needs.
- Provided (24 x 7) call handling and dispatch for over 80 customers.
- Escalation for call centre agents and customers out of hours.
- Monitoring staff performances and conducted regular performance reviews to identify areas of improvement for each team member.
- Trained new staff and created customer training and daily operational manuals.
- Coordinated daily tasks, ensuring smooth workflow within the team
- Liaised extensively with customers regarding any operational issues/complaints or any new procedures.
- Responsible for clients weekly and monthly pricing reports and invoicing.
- Worked with a variety of call logging systems.
- Responsible for department achieving contractual SLAs with each individual customer.
Data Processing Analyst
Wang Global (Getronics)
Hounslow, Middlesex
01.1994 - 01.1999
- Carried out processing and housekeeping for third party insurance companies on Wang Global VS mainframe systems overnight.
- Handled out of hours call dispatch and liaised with software and hardware engineers.
- Produced insurance certificates along with daily reports
- Worked flexible hours, covering nights, weekends and bank holidays.
Education
Higher National Certificate (HNC) Business Studies - Office IT applications. Fundamentals of Business practices including accounting and finance
Key Colleges
Langley 09.1991 - 09.1993
RSA Diploma in Information Technology - The Use of Office Computer Software Applications Used Within Office Environment.
Key Colleges
Langley 08.1990 - 08.1991
Information Technology - Passes in Information Technology
Brent ITEC
Brent 08.1989 - 08.1990
Some College (No Degree) - Passes in Maths, English and Information Technology
St. Dominic's Six Form College
Harrow 09.1988 - 08.1989
Skills
- Quick learner and used to working with multiple applications and different systems
- Coached and mentored team members to ensure quality assurance targets were met
- Monitoring and maintaining department and team key performance KPI's / metrics
- Responsible for ensuring agents consistently deliver excellent service experience
- Experience in training and developing team members along with external agents and companies
- Experience in business continuity planning
- Created training manuals and updated department procedures and knowledge bases
- Managing team schedules and day to day operations
- Managing and resolving internal and external escalations
- Experience in both helpdesk and customer service environments
- Good listener and excellent customer services skills
- Gained over 10 years of knowledge and experience within fintech and payments industry
Affiliations
- Avid lover of music with a large collection of records, CDs and digital formats.
Timeline
Technical Support Team Leader
Verifone Limited
05.2018 - Current
Technical Support Agent
Verifone Limited
05.2015 - 05.2018
Help Desk Agent
BancTec Ltd/Dataforce Interact Ltd
04.2007 - 03.2015
Call Centre Team Leader
ComputerCall UK Ltd
03.1999 - 04.2007
Data Processing Analyst
Wang Global (Getronics)
01.1994 - 01.1999
Higher National Certificate (HNC) Business Studies - Office IT applications. Fundamentals of Business practices including accounting and finance
Key Colleges
09.1991 - 09.1993
RSA Diploma in Information Technology - The Use of Office Computer Software Applications Used Within Office Environment.
Key Colleges
08.1990 - 08.1991
Information Technology - Passes in Information Technology
Brent ITEC
08.1989 - 08.1990
Some College (No Degree) - Passes in Maths, English and Information Technology
St. Dominic's Six Form College
09.1988 - 08.1989
Similar Profiles
Jonathan Ralph CorbettJonathan Ralph Corbett
1st line customer support representative at Verifone, 1 Mondial Way1st line customer support representative at Verifone, 1 Mondial Way
RENUKA KUKANESENRENUKA KUKANESEN
Acting Head of Legal Department EMEA, FTC at VerifoneActing Head of Legal Department EMEA, FTC at Verifone
David JuryDavid Jury
Commercial Sales Relationship Manager at VerifoneCommercial Sales Relationship Manager at Verifone
Tracey FarrTracey Farr
Customer support specialist at Eccentric Trading LtdCustomer support specialist at Eccentric Trading Ltd
EDWARD HEINRICHEDWARD HEINRICH
Web Designer/Stock Controller at Goldmajor LtdWeb Designer/Stock Controller at Goldmajor Ltd