Passionate Customer Support seeks employment in the UK

I am passionate about technology and innovation, with a focus on Internet of Things (IoT). In my downtime, I enjoy immersing myself in movies and TV shows or hanging out with friends and family.

Customer Service Team Lead (Full-time) - November 2021 - Present\r\nMain responsibilities and duties include;\r\n- Develop and maintain a centralized knowledge base to facilitate efficient issue resolution and information sharing among team members.\r\n- Using customer relationship management software (Zendesk) to document interactions and daily reports.\r\n- Work closely with development and customer support teams to ensure documentation is accurate and up-to-date.\r\n- Train employees on best practices.\r\n- Conduct user research and gather feedback to improve documentation.\r\n- Monitoring, categorizing, and gathering track customer interaction and overall volume daily.\r\n- Leading performance reviews for team members and creating intervention and improvement plans for team members where necessary.\r\n- Suggest new policies to improve working conditions for team members and overall customer satisfaction.\r\n- Act as an escalation point for complex or high-priority customer issues, ensuring timely and effective resolution.\r\n- Liaising with engineers and third-party contractors to maintain smooth operations and solve escalated issues. \r\n\r\nIT Support Technician (Freelance) - September 2013 - Present\r\nSome services I have provided are as follows;\r\n- Setting up new computer systems.\r\n- Upgrading computer hardware and software components.\r\n- Troubleshooting of computer software and hardware issues.\r\n- Repair and replacement of malfunctioning parts.\r\n- Offering technical and practical guidance on how to prevent future problems and prolong product longevity.\r\n- Identify and consult client\'s technological needs.\r\n- Setting up backup and data recovery.\r\n- Offering in-person and remote troubleshooting assistance.