John McKie

• Tier 2 specialist with RingEX and RingCX
• Specialist with IP device provisioning
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
• Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
• Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
• Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
• Resolved 20+ technical support inquiries per day.
• Configured and tested new software and hardware.
• Installed, configured and maintained computer systems and network connections.

Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.

• Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
• Developed positive working relationships with stakeholders to effectively coordinate work activities.
• Presented technical findings to stakeholders, ensuring clear understanding of project status and goals.
• Provided input to team lead regarding areas for process and procedural improvement.
• Wrote, reviewed and edited technical document in accordance with template requirements.
• Optimized engineering processes by implementing innovative solutions and streamlining workflow.
• Conducted rigorous quality control checks, ensuring all engineering projects met internal and external quality standards.
• Facilitated knowledge sharing sessions on latest engineering trends, fostering culture of continuous learning among team members.

• Assessed credit risk and analyzed financial statements.
• Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
• Analyzed credit scores to determine borrowers' creditworthiness.
• Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
• Ensured compliance with internal policies and regulatory requirements through diligent documentation of all credit decisions.
• Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
• Collaborated with other teams to identify and mitigate risks impacting organization.

• Investigating customers complaints concerning any outstanding Payment Protection Insurance
• Quality checking the work or other associates to ensure adherence with our regulator (Financial Conduct Authority)
• Providing feedback to associates concerning any quality irregularities
• Providing this feedback to senior management
• Working closely with senior management to ensure the smooth completion of the project, in line with the guidelines set out by our regulator
• Providing MI reports to outline the quality assurance findings

• Delivering excellent customer service, resolving complaints
• Writing bespoke final response letters to the customer
• Working to targets which apply to both the quality and quantity
• Working with in-house databases and other IT systems
• Working as part of a team supporting other team members
• Maintaining the required level of technical competence through personal development and training so that you remain aware of company policies
• Recording complaint details accurately on all relevant systems and databases
• Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
• Developed new employees and on-going performance assessment of current employees.
• Analyzed customer feedback data to identify areas for improvement and implemented targeted initiatives.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.

• Carry out quality and compliance audits on sales calls
• Developing Customer Sales Advisors skills and knowledge through call observations
• Provide constructive feedback to staff and management regarding quality standards
• Developed comprehensive training materials for new hires, ensuring a strong foundation in quality control principles.
• Reviewed technical documentation for accuracy and clarity, ensuring all specifications were met during production runs.
• Maintained accurate records of all quality-related activities, allowing for rapid retrieval and analysis during audits or investigations.

• Quality checking all advisor correspondences
• Carrying out coaching sessions and 121's with advisors
• Working with team managers and to provide feedback on advisors performance
• Responding to ScotRail customers complaints and queries via letter and email
• Handled sensitive materials responsibly in compliance with regulatory guidelines and client requirements.
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• Handling Inbound customer calls
• Providing professional customer service
• Working towards individual and team targets
• Working towards individual KPI targets
• Assessed incident priority based upon impact to business and escalated issues as necessary.
• Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
• Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.