Toni Hollow

• Triage customer-facing production incidents - prioritising, coordinating, assisting, resolving and escalating as required. Responsible for identifying business severity and prioritise accordingly, communicating overall status with clients and effectively managing their expectations.
• Helping to ensure that clients' SLAs are satisfied, by working closely with the Service Delivery Manager, clients and value streams, to communicate, prioritise, and effectively resolve work items.
• Establish and maintain positive working relationships with our clients. Including fortnightly meetings to go through all open tickets and statuses of each
• Work closely with our offshore Service Delivery Managers to facilitate effective incident and release management from Flux to our offshore clients.
• Preparing spreadsheets and notes before every fortnight meetings with clients
• Monthly Reporting
• Ensuring teams processes are streamlined and documented

Delegated daily tasks, addressed employee questions and resolved scheduling issues.

• Managed team workload to reach targets for specific tasks.
• Assist Team Leader in training and quality assurance programs. Produce standardized reports as required by leadership relating to quality/accuracy, performance, productivity, agent engagement and customer support issues.
• Create and maintain checklists and workflow diagrams for training and quality assurance.
• Assist management in team recruitment and selection process.
• Escalation point for call Centre and back office when complaints arose. Investigate complex accounts where compliance or complaints have been raised, ensuring I can resolve them promptly and to the customer's satisfaction.
• When the app is not working as it should, I investigate to see if a fix can be implemented within the back office or if it's a wider issue and I need to raise a service desk ticket.
• Continuously checked products for quality assurance according to strict guidelines.
• Mentored junior team members, fostering professional growth through skill development workshops and one-on-one coaching sessions.
• Supervised 6 staff and contractors.
•