With extensive luxury retail customer service experience, I excel in enhancing client experiences with effective communication and empathy. Skilled in handling VIP clients, I adapt swiftly to fast-paced environments, ensuring personalised and exceptional service tailored to each customer's unique needs.
PC (Designer / Head office) Level 2/3 Engineer (Customer Services) • Providing 1 st, 2nd & 3rd line technical support to London head office and support for remote users in the EMEA Region. • Experience of VIP, VP and managerial customer services and support to the head office brands leadership and prioritize work accordingly. • Handling outbound and inbound calls. • Listening to customers, demonstrating understanding and empathy towards their situation, responding and questioning to fully establish the customer's circumstances. • Building rapport with customers and creating a positive customer experience. • Providing excellent customer service with a key focus on doing the right thing for each customer • the ability to work collaboratively and establish positive working relationships with internal and external stakeholders. • Experience of working within an administrative, customer service or Luxury retail setting.
(Designer / Head office) Level 2 Engineer (Customer Services) • Diligent and conscientious in the accuracy of their work, excellent attention to detail towards their situation, responding and questioning to fully establish the customer's circumstances. • Providing end user support for the London office and support for remote users in the EMEA (Switzerland, Paris, Italy, Germany), and integrate with the US Head-office. VIP Support – In person, providing desktop support for Directors VP's within MK. • Service Now Ticketing system- raised tickets and help implement widgets. • Listen to each customer as an individual, to understand their circumstances and deliver solutions that meet their needs
(Designer / Head office) 2nd Line Engineer / (Customer Services) • Communicate and co-ordinate with customers, 3rd parties and internal departments. • Be the first point of contact for a discrete group of VIP and VP's • Set-up and configuration of laptops and desktop PCs and maintaining with corporate procedures • VIP Support – In person, providing desktop support for Directors and users within KG • Maintained Software updates for Ensuring updates are installed and vulnerabilities are addressed in a timely manner. • Identifying vulnerable customers and adapting approach, providing additional support when required • Handling escalated customer queries with empathy and integrity, logging accurately
• Excellent team working skills and individual work ethic • An enthusiastic, positive attitude with a real desire to help others • Providing IT Customer support to all Staff member in the Surgery and Corporate Head office, assisting the users remotely using the Centra-Stage/10ZiG Manager Console tool / IVANTI Landesk. • Effectively prioritizing calls to ensure those that have greatest impact on the business are resolved first - understand who the 'VIP' and other special users. • Microsoft Office 2003, 2007- provide technical help for users based in VMware environment, Windows XP/Vista/7 - Day-to-day troubleshooting for Surgery users. • Supporting iPhones & iPads –Assisting users managing their password and provide technical help for smartphone users. • Microsoft Active Directory (2003/2008/2008 R2) task – Joiner\Leavers User Account Process of Corporate and Surgery (Non-Corporate) user accounts.
• Support the John Lewis branches providing IT support to all branches across UK • Support customer enquiries through both inbound and outbound calls, ensuring each customer has a great experience whether it's the first call of the day or the last • Maintain high professional standards at all times and abide by all regulatory requirements • Great listening and communication skills with the ability to respond with empathy • A mix of flexibility and resilience to deal with a variety of enquiries • Support ability to display clear and positive communication skills • Have to demonstrate ability to use own initiative and proven track record of having solved problems successfully
(Non-profit Organisation) IT Engineer (Customer Services) • Providing advice and logging and processing support issues via telephone or email whilst ensuring a high level of customer service • Remote access and management of customer premises equipment, by using the SCCM tool • To log & prioritize system & user support calls for the second line support team • Configuring / troubleshooting Windows phones for new and existing users • Maintaining users Citrix session and resetting user passwords for Office365 • Creating and administrating Microsoft Outlook Exchange email accounts • Collected and collated asset details for asset management, and Incident resolution via service desk tools or direct desk side engagement with the customer • Maintain effective working relationships with other support teams, other Head Office areas and external service providers
(IT service provider) IT Engineer (Customer Services) • Worked on the Marks & Spencer's Project Service providing global support to staff, suppliers and international supplier • Taking inbound calls from users with technical and customer services issues providing a high level of customer service to internal and external customers • To ensure all calls and tickets are raised with detailed information of user issues accurately on the Call Management system • Providing Citrix support for remote users (Staff & Suppliers). Resetting (AD) Network & Citrix passwords. Also Resetting RAS tokens for Citrix access • Respond efficiently to enquiries and effectively resolve any issues • Escalating any complex incidents to Third parties within company processes/SLA's • Evaluate and chase up escalations appropriately to ensure customer demands are met • Effectively log issues and ensure follow up and feedback with the end user • Providing Application support for business users, raise any concerns that may impact on local level and international level
(Corporate services) IT Engineer (Customer Services) Owais Malik • Provided first line support to HB staff, Ability to articulate technical information to a non technical audience • Incident resolution via service desk tools or direct desk side engagement with the customer • Processing of end user access requests new users, leavers, movers, shared drives • Follow up on outstanding calls and communicate with customers • Active Directory Task – Creating and deletion of user accounts, Removing and adding of users and devices to relevant AD groups • Collected and collated asset details for asset management I.E Laptops, iPhone and iPad • Management, ownership and follow-up of all calls logged by myself to ensure users are given an update on the status of the call • Working with IT specialists and business users to integrate new applications with existing access management processes and practices • Working directly with end users, providing status updates and troubleshooting access issues • Providing advice, direction and support to VIP users • Adhering to logical access management policies and procedures • Ability to work on my own initiative