Vincent Sherlock

Vincent Sherlock

About

Detail

Quality Analyst for Customer Support Agents Google Ads Support
Lisbon, Portugal
Contact Vincent regarding: 
work
Full-time jobs
Starting at EUR34k/year ~USD38.9k/year
Flexible work
Starting at EUR15/hour ~USD17.1/hour

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • A
    QA-Analyst (for customer support agents)
    Accenture Portugal
    Jul 2021 - Nov 2022 (1 year 5 months)
    - Advertiser support project for very complex global SEA paid advertising platform (DACH region) - Managing weekly quality reviews and feedback sessions, monitoring and improving the workflow/compliance/quality metrics for assigned support agents (10-15) - Onboarding trainings for newcomers (individual 1:1 sessions and bulk recruitment phases up to 20 people), refresher trainings for established support agents (1:1 sessions and small group classes). - Pilot project for implementation of a new customer experience assessment framework developed by the client (Google), participation in feedback/ evaluation sessions with the client. - Very knowledgeable daily team support for all agents working on the platform (assisting up to 20 people pe
  • Accenture Portugal
    Customer Support Specialist
    Accenture Portugal
    Oct 2019 - Jun 2021 (1 year 9 months)
    - Advertiser support project for very complex global SEA advertising platform. - Chat/Phone/Email L1 frontline generalist support for DACH and also international high value advertisers with 24 hour solution time objectives. - Constantly among the top 3 agents of the DACH market team for productivity/ quality/workflow compliance and CSAT metrics. - Successfully solved escalation cases, handled communications with Account Managers. - Support for the whole team with deep knowledge of the product/platforms and guidance through the support workflows.
  • Sitel Group
    Customer Support Representative
    Sitel Group
    Jul 2019 - Sep 2019 (3 months)
    Phone support project for American credit card company (DACH market).
  • R
    Freelancer Online Marketing
    RPK Patentanwälte Reinhardt Pohlmann Kaufmann Partnerschaft mbB
    Mar 2018 - Jun 2019 (1 year 4 months)
    LinkedIn marketing, Facebook marketing, event marketing, email marketing (HubSpot). Assistance with offline event organization.
  • Project
    Founder
    Project
    May 2014 - Dec 2017 (3 years 8 months)
    - Bootstrapped start-up six digit yearly revenue EU-wide shop & information portal for novel human performance optimization options and anti-aging/ rejuvenation peptides. - Content marketing/social media marketing & website management (Shopify & WordPress). - Online shop logistics for shipping & supply chain (from China). - E-mail customer support with high research demand.
  • T
    Online Marketing Trainee
    Triplemind GmbH
    Nov 2012 - Apr 2014 (1 year 6 months)
    Start-up environment online marketing trainee work for SEO/SEA in travel advertising/content marketing (Travelscout24.de and other projects). Customer support (phone/OTRS email tickets) for European market vacation home rental business (Unterkunft.de).
Education verified_user 0% verified
  • University of Central Lancashire
    Bachelor of Arts
    University of Central Lancashire
    Jan 2009 - Jan 2012 (3 years 1 month)