Seona McKechnie

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Hi, I'm Seona McKechnie - multilingual customer advisor at Zebra technologies

Seona McKechnie's Bio:

Seona McKechnie's Experience:

• Service Desk Representative at Integralis

  July 2012 - September 2013

  I handle customer calls and e-mails in English, German and French. I then liaise with engineers to assign and resolve cases, relaying all relevant information to customers, engineers and third parties, which may include translating case notes and correspondence. This is the first point of contact for customers. Duties also include administration tasks, such as writing procedures and training new starters. There are also technical aspects which include managing and troubleshooting accounts for our on-line portal or for VPNs, as well as producing resource reports for clients.

• Customer Service Advisor at Zebra Technologies

  December 2013

  This is a Services Business function, serving as a central focus within EMEA for the development of ZebraCare Services to interact with Zebra EMEA Partners and Third Party Providers, providing support and information for RMAs and repair related claims. o Responsible for the processing and progressing of all RMAs through the system from initial request to completion using the ZebraCare Reverse Logistics web portal and ZebraCare Solutions tool. o Focal point for all repair issues for internal and external customers, providing accurate information and effective customer service through positive communication. o Working with other appropriate departments as necessary to ensure effective customer service. o Ensuring that the information regarding requests and complaints is provided accurately, efficiently and within the agreed SLA's. o Main day-to-day contact point for the Zebra Reverse Logistics web portal Operations team. o Monitors and records specific customer buffer stock requirements and stock levels in conjunction with the Repair Centre o Management of spare parts inventory, assisting the Repair teams to obtain parts for completion of repairs o Processes claims in a timely manner, issuing credits for repairs processed and parts used. o Works with the Services Business colleagues to ensure continuous monitoring and improvement to meet customer requirements o Complies with all relevant ISO 9002 procedures, reports any non-compliances to the ZebraCare Customer Service Supervisor. Recommends changes to such procedures where such changes will assist in continuous improvement.

Seona McKechnie's Education:

• The University of Sheffield

  2008 – 2012
  Bachelor's degree

Seona McKechnie's Interests & Activities: