Müge Sheridan

Experience

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  Arvato Customer Services

  Jul 2014 - Dec 2015

  CSR /WFL Google My Business TR

  Troubleshooting ,acquired thorough knowledge of all online services including Maps, Google Plus, Adwords Express Google My Business, Youtube, Google Accounts, Google Docs and Search Engine.Workflow Management, ensured to prioritize and delegate incoming volumes effectively while working to achieve team level KPIs and SLA’s. Reported and provided insights into metrics such as market level Service levels, abandon rates and resolution times. Deepdive support, evaluated and deep dived customer dissatisfaction cases on a weekly basis to identify performance issues, market trends and to provide feedback on both an individual and market level. Effectively assisted team in improving overall CSAT performance.Work with Customer Satisfaction , TRT and SLA targetsParticipated in internal client-facing workshops aiming to provide feedback driving product and user experience improvement. Acted as market representative for internal company Innovation projects Assisted in the ramp up and knowledge transfer of new hires from multiple markets through coaching and shadowing. Particular focus on markets with capacity issues (backlog, low team tenure) to drive site level success for the EMEA markets. Show less

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  Arvato

  Jan 2016 - Sept 2016

  Quality Analyst GMB TR

  Quality Control of agents Compliance and Audits Quality and product based training and feedbackInnovation and value add for policies and controls Inform; educate and report to Operations New recruit and PIP support Extensive training experience Extensive Analysis of written and verbal interactions between agents and customers to ensure adherence to quality and customer service policies and procedures.Developing analysis templates to evaluate quality performance.Providing effective, accurate and constructive feedback to agents and creating action plans to ensure continuous improvement while driving for positive employee satisfaction.Consolidation of quality metrics from all channels and preparation of reports for management and the client, tracking trends and ensuring the realisation of action plans.Ensuring absolute consistency in measurement across the business with a strive for objectivity and efficiency.Building relationships with key internal and external quality stakeholders.Negotiating and arriving to agreement on discussions around quality vs. productivity.Effectively communicating new or changed processes through coaching and feedbackWorking closely with Team Leaders and Operations Managers within each language group to identify knowledge gaps, create action plans to bridge them and achieve all goals. Show less

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  Arvato Financial Solutions

  Sept 2016 - Mar 2018

  Optimize UKI and TR categories Value add and innovation projects for the productReport market specific needsCompare other ad products vs AWX with emphasis on returns and efficiency Involved in ETA projects (migration proofing, score creativity of ads and user-friendliness)Training

  • QA Analyst / Trainer for LCS

    Jul 2017 - Mar 2018

  • Keyword Specialist AWX

    Sept 2016 - Jul 2017
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  Self-Employed

  Mar 2018 - now

  Legal Policy Specialist