Support Team Lead

Real portfolio pieces built during the course, not a certificate for its own sake. Each one is work you can show.

• Escalation decision logEvery decision from the eight days on one page: what was asked and by whom, what was decided and under which tier of authority, the reasoning in words somebody could disagree with, and one line saying what would change the answer. Carries the exception that was refused, the one sent upward with an amount and a deadline attached, and the row you would decide differently now.
• Case quality reviewFour closed cases graded on outcome, authority, record and what the customer was told, with the line quoted from each case rather than summarised. Names the defect no metric could show because the customer was delighted, separates it from the case that read badly and was correct throughout, and carries the written feedback each rep received.
• Coaching noteOne conversation with the fastest person on a simulated team, written as observation, quoted evidence, the cost named against a colleague rather than a metric, a single ask small enough for the next case, and the review date agreed in the room. Records what was said about an internal opening the person had already asked about twice.
• Pattern briefThree cases closed correctly by three different people, the attribute they shared that none of them could see, the mechanism in one sentence, and a test somebody could run the same morning. Keeps the evidenced findings apart from the inferred ones, states what has already been refunded, and closes with a named owner and a day rather than with a suspicion.