Interview With Siana Mathews From Key Accounts
WO: Tell us a bit about yourself?
SM: I grew up in Central London but moved to Lancashire many years ago. Throughout my career I have always worked within Customer Service and Sales. I have worked at World Options for over two years, starting in Customer Services, then moving to Key Accounts.
WO: What is your role and duties at World Options?
SM: Within the Key Accounts team I work with our carriers and the team to provide answers to queries from both customers and franchisees, whilst providing the best possible service. As part of Key Accounts we provide additional services such as shipment rebooks, daily monitoring and resolution of exceptions as well as offering a more personalised service to franchisees and their customers.
WO: What has been your experience so far of working at World Options?
SM: My time at World Options so far has been amazing, there are lots of different opportunities to work towards and I definitely feel appreciated and rewarded for the work that I do.
WO: Do you have any advice or tips you would like to share with franchisees in regards to customer service queries and support tickets?
SM: My advice to franchisees would be to reach out to us for support and guidance at any opportunity, we really do want to help you be as successful as possible and for your customers to have the best experience with your franchise and World Options.
WO: As a member of the Key Accounts team, what benefits are there for franchisees that use this service?
SM: Some of the benefits of being a Key Accounts franchise include allowing us to have a more hands-on approach with your customers, which will allow us to provide resolutions as quickly as possible and provides more time for franchisees to focus on growing their business.
Franchisees can also benefit from fortnightly feedback sessions with the Key Accounts team as well as a 15-minute SLA to ensure customer queries are actioned efficiently.
WO: What is your Favourite Holiday?
SM: Myself and Mitchell have recently returned from Morocco which is definitely one of my favourite holidays so far, it was a very different but amazing experience and I would highly recommend it to anyone! Especially anyone who loves the boiling hot sunshine, like me!
WO: What are your Hobbies?
SM: I enjoy spending time with my family and friends as well as going to some amazing concerts such as my all-time favourite Green Day earlier this year! I also love going on holiday to new places to soak up the sunshine!
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