Simon Jack

Experience

• 

  BEACHBOROUGH SCHOOL TRUST LIMITED

  Sept 2011 - Aug 2012

  Classroom Assistant
• 

  Boston Tea Party Cafes

  Oct 2013 - Sept 2014

  Front Of House
• 

  LEAP Legal Software AU

  Feb 2017 - Feb 2018

  • Running the inbound HelpDesk line, with a team of up to 10 Consultants assigned to me• Reduced lost calls from 18% down to 2-3%• Creating rosters and approving leave• Providing ongoing training to new and experienced consultants• Providing product support to other teams within LEAP• Creating onboarding structures for new starters• Running regular review sessions for probationary consultants• Meeting KPIs relating to lost calls and call pickup times• Implementing a call recording systemSetting up call flows and call priorities within EDV Mitel system Show less • Liaising with clients to resolve their issues using the LEAP software• Assisting with queue maintenance using Salesforce CRM software• Training new employees on using the software and taking/closing cases• Utilising extensive knowledge of technical troubleshooting methods for in-depth investigations• Effectively communicating with clients to resolve issues over the phone• Pacifying irate clients who are dissatisfied with wait times and ensuring clients continue to value the software Show less

  • HelpDesk Team Leader

    Sept 2017 - Feb 2018

  • HelpDesk Agent

    Feb 2017 - Sept 2017
• 

  The Challenge

  Mar 2018 - Jul 2018

  HelpDesk Team Leader

  • Running the inbound HelpDesk line, with a team of up to 6 Consultants assigned to me• Acted as the point of escalation for customer complaints• Liaising with Sales Operations executive to identify recurring issues• Establishing KPIs and daily objectives for agents who had previously been un-monitored• Quality-checking agents’ calls• Identifying and reporting safeguarding issues• Providing GDPR training and re-fresher courses to consultants• Liaising with governing body to ensure we were meeting/beating established targets Show less

• 

  Modulr

  Nov 2018 - Oct 2020

  • Managing the PEPs & Sanctions screening process• Reviewing regulations (such as Wire Transfer Regulations) and implementing necessary changes to processes in order to ensure business-wide compliance• Creating and implementing an internal watchlist based on fraud reports and off-boarded clients• Screening clients, employees, partners and suppliers against adverse media, fitness & probity, warnings, PEPs and Sanctions lists to protect the business from high risk exposure and punitive financial punishments• Training and managing fellow team-members in the PEPs & Sanctions roles, processes and regulations• Liaising with external partners to ensure their PEPs and Sanctions screening met regulatory requirements, and assisting them with improving their ongoing procedures. Show less • Meeting first-response and resolution SLAs• Creating and managing the feature request process for Customer Support• Assisting with onboarding of clients in the absence of Compliance team members• Creating SARs based upon fraudulent activity on Modulr accounts• Liaising with multiple stakeholders, both external and internal to Modulr, to ensure swift resolutions to customer-facing issues and internal roadblocks• Training new starters and instigating processes for continual learning within the Customer Support Team Show less

  • Risk & Compliance Analyst

    Aug 2019 - Oct 2020

  • Customer Support Analyst

    Nov 2018 - Oct 2019
• 

  LEAP Legal Software APAC

  Jan 2021 - now

  • Product Manager

    Aug 2022 - now

  • HelpDesk Manager

    Jan 2021 - Sept 2022