SAAS Customer Support Specialist - BeatStars Music
(2025-05 - 2026-06)
- Servicing customer tickets via the Zendesk and Jira/Confluence ticket management platforms.
- Training the ADA AI tool in order to help streamline workflows by creating playbooks.
- Creating SOP and knowledge articles for colleagues and clients.
- Identifying trends and ticket drivers within our work queue and deploying measures to reduce them.
- Processing publishing applications and track licences agreements to enable musicians to claim publishing royalties.
- Working closely with the DEV team to identify areas of the platform that can be improved.
- Upskilling colleagues and delivering product training on new products and features.
- Processing copyright claims and removing infringing content from the platform.
- Creating automations and macros to help streamline ticket management.
- Maintaining a high average CSAT score (99.8%).
SAAS Lead Service Desk Analyst - Evaluagent
(2023-09 - 2025-05)
- Providing trouble shooting support to contact centres via Zendesk, Intercom and Jira tickets.
- Working alongside the service desk manager to build the service desk and define SLA's.
- Providing training documentation and customer facing help articles.
- Liaising with 3rd parties to ensure all tickets are resolved in a timely manner.
- Holding troubleshooting calls with clients via slack or teams.
- Identifying processes that would benefit from improvements and implementing them.
- Managing the service desk in my managers absence – (We are a two man service desk team).
- Running reports on high severity tickets to ensure we meet SLA's and prevent escalations.
- Working closely with sales, CSM's and AM's to ensure a high class customer experience.
- Creating macros and developing ChatGPT scripts to drive self service for the less complex requests.
- Maintaining our 96% or above monthly CSAT which we have achieved every month so far.
Lead Service Desk Engineer - Morelife
(2021-09 - 2023-05)
- Developing the MLP platform and uploading course content.
- Implementing an SLA system as when I joined the desk was newly formed and had no structure.
- Working closely with third party engineers to ensure work was completed within the SLA's.
- Supporting clients who are experiencing issues on the MLP platform.
- Creating new customer/staff accounts in the backend system.
- Creating training documentation and training the service desk admin assistants.
- Centralising files and documents and archiving historic information to comply with GDPR laws.
- Handling tickets across multiple platforms and queues for internal and external clients.
- Working closely with web developers to implement functions that I required into the program.
- Running reports from all 7 commissions and keeping senior management updated on progress.
- Holding team's meetings with each of the commission managers and discussing any escalations.
- Modernising our reporting functions and creating CSV reporting templates in JIRA.
Service Desk Analyst - Card factory
(2020-10 - 2021-09)
- Managing calls and emails from all Card factory and partner employees.
- Imaging and configuring user and store hardware (laptops, Phones, tablets and store PC's).
- Liaising with 3rd parties and suppliers and maintaining stock levels of equipment.
- Setting up new starter's profiles (AD, Email account creation and software installation and setup).
- Creating step by step guides as part of a continuous improvement process piece to support new starters.
- Updating customers and 3rd parties daily to set and manage expectations.
- Liaising with 3rd engineers to manage complex investigations and drive escalations.
- Live diagnosis on calls with stores and users and giving instructions for a 1st time fix.
- Setting up AD accounts and creating email addresses in office 365.
Service Desk Analyst - Vodafone
(2017-10 - 2020-10)
Business Implementation Specialist – Corporate implementation - Telefonica UK (O2)
(2012-05 - 2016-11)
Enterprise Customer Advisor – Enterprise customer service - Telefonica UK (O2)
(2007-11 - 2012-05)
