Patrick Connolly

3rd Line Customer Support @Konica Minolta Business Solutions UK Ltd

GB

Winner of the European Innovation Awards 2022 for Chat Bot• Build and maintain professional and collaborative relationships with customers, partners, colleagues and stakeholders• Advocate and promote our remote and proactive services to customers. Find opportunities to connect with customers and demonstrate benefits• Coach and mentor colleagues to upskill knowledge in order to provide a better customer experience• Act as an escalation point for advanced customer queries, advise on escalated queries or take ownership of referred cases. Print, VSS, IMS, etc.• Ability to work quickly and efficiently using own initiative to support the incident through to resolution• Update existing Knowledge base articles and create new articles based on industry trends, changes in legislation, customer issues, etc.• Create and deliver training to other teams based on developmental needs, software releases, and assessed requirements• Support and coach less-experienced team members through casework• Work proactively and collaboratively, ensuring all relevant information is communicated clearly and effectively• Support the business in achieving customer SLAs and KPIs• Analyse and refine existing processes to eliminate inefficiencies and improve the customer experience• Proactive approach - preparing for future events, products, services and customers• Keep up to date with new products, services, and industry trends.• Ensure skill level is at a high standard to support relevant products and services• Support the Konica Minolta business strategy• Have a truly collaborative approach to both internal & external customers• Incident Management for critical cases and key customers• Constantly review processes to improve the customer experience• Manage own learning and development• Support the management team