Senior Second Line Technical Advisor
Technical Support Service
- Care & Technical Advisor
- NPS Management: Spearheaded the Net Promoter Score process by extracting survey invitations, analyzing performance data to identify behavioral weaknesses, and providing targeted coaching to improve customer satisfaction.
- AHT Optimisation: Monitored Average Handle Time (AHT) metrics via Excel reporting for the entire team. Leveraged personal status as a top KPI achiever to provide "tips and tricks" that helped peers balance efficiency with quality.
- Knowledge Leadership: Acted as the primary subject matter expert for both Care and Technical departments, gathering updated information and conducting coaching sessions to ensure the team remained current on all protocols.
- Second Level Technical Advisor (Promoted November 2022)
- Team Leadership & Delegation: Promoted to the highest technical grade within Vodafone; served as the primary delegate for the Team Leader and monitored queue performance.
- Foundational Support: As a member of the initial team batch, provided critical knowledge transfer and peer support to help new team members meet their KPIs.
- Back Office & Executive Support: Transitioned to the Admin/Back Office team, directly resolving high-priority technical escalations from the CEO’s office and managing complex cases via SharePoint.