Nigel Caruana

Experience

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  Centrecom

  Apr 2018 - Aug 2020

  ◦ Forecasting of workload and planning of monthly agent rosters.◦ Approval of Annual Leave requests.◦ Updating of shifts which include: Sickness, Adherence, Overtime and any other necessary updates.◦ Create weekly Sickness, Leave and Hours report and provide to payroll.◦ Perform any other task as assigned by Management.◦ Planning of rosters, staffing and issuing of roster. Ensuring any necessary arrangements are made if planned roster is impacted due to sickness or emergency leave. Show less ◦ Manage the day-to-day of the assigned project to ensure that Service Levels Agreements (SLA's) are being met.◦ Conduct monthly 1-2-1 sessions with agents to support their improvement and development.◦ Coach all agents within the team to ensure that quality and productivity performance is optimised.◦ Ensure that all relevant documentation from coaching, review meetings and file notes are filed in a timelymanner and regularly archived by forwarding older documents to HR.◦ Compile reports on the performance of the assigned project to keep stakeholders and clients informed.◦ Develop and maintain a strong relationship with clients.◦ Effectively deal with all customer escalations to find a resolution within a timely manner.◦ Communicate information relevant to the project, team and company to agents through regular briefings andbuzz sessions.◦ Ensure full compliance with legal notices and related legislation.◦ Proactively report Management of on any issues or concerns.◦ Provide suggestions on ways to improve the performance in a proactive manner of the call center.◦ Conduct interviews together with HR.◦ Assist with daily I.T. related issues on the floor.◦ Assist agents with issues encountered during their work. Show less Obtaining client information by answering telephone calls and asking questions to verify information and follow the data protection act. ◦ Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.◦ Keeping up to date with new product additions or procedures and follow these new procedures.◦ Explain new procedures or services offered by Air malta to passengers.◦ Work hand to hand with team leaders for keeping up with the service level agreements(SLA’s) and ensuring thatduties are done efficiently and in the expected timelines.◦ Assisting clients and ensuring first call resolutions when possible.◦ Identifying and escalating cases to team leaders / superiors if necessary and also following up customerqueries/cases where necessary.◦ Providing team leaders / superiors with the required reports when requested.◦ Documenting all call information according to standard operating procedures. Show less

  • Workforce Coordinator

    Jan 2020 - Aug 2020

  • Team Leader - AirMalta Project

    Feb 2019 - Jan 2020

  • Contact Centre Agent - Air Malta Project

    Apr 2018 - Feb 2019
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  Arringo

  Aug 2020 - Apr 2022

  Shift Leader

  ◦ Supervising employees and assigning duties. ◦ Reporting lateness and sickness in the relevant channels, ensuring to notify the correct manager and update all logs to reflect this. ◦ Monitoring team performance and ensuring duties are performed efficiently. ◦ Reporting any issues that may arise during the shift to management and/or HR immediately. ◦ Escalating employee concerns to management and/or HR. ◦ Deal with Crisis management efficiently, ensuring none or minimal disruption to our services. ◦ Ensuring all escalations to the relevant parties are communicated immediately. ◦ Managing employee requests and queries throughout the shift efficiently. ◦ Ensuring compliance with all company policies and meet all health & safety standards. ◦ Coaching new team members and overseeing their work when they are new on shift. ◦ Handling customer issues and employee disputes in the absence of management. ◦ Keeping up to date with all data logging. ◦ Resolve conflicts between workers in the absence of management/HR. ◦ Assigning duties to specific employees based on role and skills. ◦ Constantly assess the workload and distribute accordingly depending on the situation, ensuring all agents are utilised in the most efficient and productive way. ◦ Assisting with customer service workload as and when necessary. ◦ Ensuring SLAs are met, and work is completed in a timely manner. ◦ Encourage and maintain a positive and energised attitude to work with all agents. ◦ Present a daily informative brief to all agents on shift. ◦ Attend all planned training and complete regular quizzes. ◦ Follow all requests and information stated by the Team leaders related to their team members. ◦ Complete all Ad hoc requests assigned by management in a timely manner. Show less

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  CX Fort

  Apr 2022 - Jul 2022

  Content Specialist

  ◦Analysing automated conversations on chat and email bots, and accordingly identifying needs tomaximise the efficiency on all channels. ◦Creating new business cases to further develop automated flows and/or contents of AIconversations. ◦Monitoring the efficiency of bots, procedures, and flows, by analysing data and preparing monthlyand/or weekly routine reports ◦Preparing and updating FAQs content, both for agent and end-user. ◦Assisting in the design and development of Help Centre pages. ◦Improving Help Centre content by analysing visitor information. ◦Ensuring that content aligns with internal training standards and procedures. ◦Assisting with the creation of training documents and content. ◦Assisting the department manager in ad hoc data analysis. Show less

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  Cloudways

  Jul 2022 - now

  Billing Executive

  Interact with customers (via chats, emails, calls, etc.) to answer their billing queriesIdentify non-legit customers and contact them to verify their identityHandle billing recoveries, chargebacks, disputes, and account abusesTimely act on abuse alerts and reach customers to resolve their issuesShare customers’ feedback with internal teams for product improvementUnderstand and keep track of business KPIs