Sharon Kirui

• Leading and managing the Customer Support Specialists in the Payments, Platform and People/Employee Experience pod
• Driving continuous development and performance management of my team
• Being the Voice of the Customer (VoC) for the Support team in the Payments, EOR and platform pods: by using data/feedback from customers, understand their pain points and implement workflow optimizations
• Acting a Deel Ambassador and hands-on leader: when needed, act as point of escalation for difficult cases and work directly with customers and other internal stakeholders
• Coached team members in techniques necessary to complete job tasks.
• Supporting our daily operations oversight and ensuring adherence to departments OKRs/SLAs
• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
• Managing scheduling, accepting time off requests and other administrative tasks as necessary
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.

• Tracked KPIs and created continuous improvement plans.
• Analyzed and developed service goals for our support team.
• Developed and implemented training initiatives for new hires.
• Provide second level support for high impact issues reported by support specialists.
• Provided first line customer support to all of Deel customers with highest levels of professionalism and ownership
• Developed in-depth product knowledge of Deel platform to assist all clients, internal and external
• Worked with internal stakeholders to drive issue escalation and resolution for more complex issues, within defined SLAs
• Showed composure, resilience, and flexibility to adopt to the fast changing environment with frequent changes
• Collected and shared customer feedback with internal teams and recommended creative solutions to improve the customer experience
• Served as an internal subject matter expert to help guide the team in more difficult and complex cases as well as to assist onboarding agents through Mentoring
• Worked closely with Workforce Management team for real-time management purposes (monitoring queues and utilize human resources)
• Provided internal help to the broader Deel team on issues related to support
• Participated in projects and deep dives as indicated by the Team Manager
• Participated in coaching sessions by providing insights to the Team Managers and the agents

- Holding high levels of professionalism and Deel product knowledge.

- Providing first-line customer support and working on projects to optimize support workflow.

-Supporting users in matters of international payroll and compliance for remote teams.

- Delivering world-class customer support.

- Learning Deel platform and product inside out.

- Creating customer support documentation and guides.

- Working with business operations team to optimize support workflows.

- Supporting clients, independent contractors, and employees via live chat and email in matters- Deel platform account management, global payroll, taxes, benefits, payments, withdrawals and KYC among many other subjects that help achieve company's mission.

-Handled over 70 tickets in a 8-hour shift.

- Managing service desks escalations via JIRA to make sure that user's needs and concerns are taken care of.

• Providing outsourced support to company's clients.
• Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
• Documented customer interactions in internal database to maintain customer service history details.
• Maintained extensive knowledge of company products to recommend items aligned with customer needs.
• Worked hand in hand with clients to ensure that there is 100% customer happiness.
• Served as successful leader, promoting and achieving departmental success.

• Taking care of customer's happiness by responding to their concerns via emails, live chats and inbound calls while taking feedback.
• Dealing with external providers such as delivery providers and couriers.
• Responding to customer requests for products, services and company information.
• Managing team members to ensure that they provide quality work.
• Fielded customer questions regarding available products, sales, current prices and upcoming company updates and changes.
• Addressing customer issues such as delay in order deliveries, constant change in ship dates, receipt of wrong units, repair of defective units among many other issues and ensure that they are resolved and customers retain belief in company products.
• Going above and beyond to advice customers and offer them best product offers.
• Giving users/customers listening ear and forwarding customer concerns pertaining to gaps that need to be filled in this company.

Key Achievement;

Resolving 100% customer complains and getting extremely good client and team members' ratings.