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Amara Okafor
Support Team Lead, Parcelwise
3+ years leading a customer support teamMet“Led a team of 9 support agents across email and chat since March 2021.”
Hands-on with Zendesk, Freshdesk or similarMet“Administered Zendesk for 40 seats; built macros and SLA policies.”
Right to work in the UKMet“Answered "Yes" to right to work in the UK”
B2B SaaS product supportPartial“Parcelwise sells a shipping API to online retailers.”
Has run a QA or coaching programmeMet“Introduced a weekly QA scorecard; team CSAT rose from 82% to 91%.”
Interview · AI summaryClear, specific examples in all three areas. Strongest on coaching, with a measured outcome.Escalation handling4/5 · 02:14Coaching & quality5/5 · 06:41Working with metrics4/5 · 10:05
Rowan Hale: Available to start in one month.
offer · proposed · Rowan Hale
Daniel Reyes
Senior Support Specialist, Brightdesk
3+ years leading a customer support teamPartial“Acting team lead for 6 agents during manager's leave (10 months).”
Hands-on with Zendesk, Freshdesk or similarMet“Daily Freshdesk user; Zendesk certification (2020).”
Right to work in the UKMet“Answered "Yes"”
B2B SaaS product supportMet“Tier-2 support for HR software sold to mid-size companies.”
Has run a QA or coaching programmeNot enough evidence
Interview · AI summaryGood escalation and metrics answers. Coaching examples were informal.Escalation handling4/5 · 01:58Coaching & quality3/5 · 05:30Working with metrics4/5 · 09:12
shortlist · applied · Rowan Hale
Priya Raman
Customer Success Manager, Tallyfin
3+ years leading a customer support teamMet“Managed a pod of 4 customer success managers (2020–2024).”
Hands-on with Zendesk, Freshdesk or similarNot enough evidence
Has run a QA or coaching programmePartial“Ran onboarding training for new CSMs.”
Interview · AI summaryStrong on onboarding and training. The escalation answer was cut off by an audio problem and is not scored.Escalation handlingNot enough evidence · 03:10Coaching & quality4/5 · 07:22Working with metrics3/5 · 11:40
next step · proposed · Rowan Hale
Tomasz Nowak
Support Supervisor, Cargolink
3+ years leading a customer support teamMet“Supervisor for a 14-person contact centre team since 2019.”
Hands-on with Zendesk, Freshdesk or similarMet“Zendesk and Genesys in daily use.”
Has run a QA or coaching programmeMet“Designed a call QA framework adopted across 3 sites.”
Interview · AI summaryExcellent root-cause work across several sites. Less experience with written channels.Escalation handling5/5 · 02:30Coaching & quality4/5 · 06:10Working with metrics3/5 · 10:48
next step · proposed · Rowan Hale
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