In my previous role as a Support Services Coordinator, I encountered a situation where a client's critical system went down. I quickly mobilized the support team, prioritized tasks, and coordinated with the IT department to resolve the issue. By maintaining clear communication and leveraging my problem-solving skills, we were able to restore the system within the agreed SLA, ensuring minimal disruption to the client's operations.

I prioritize tasks based on urgency and impact. During high-pressure situations, I first address issues that could cause significant disruptions or safety concerns. I then focus on tasks with approaching deadlines and delegate appropriately. Using tools like task management software helps me keep track of all activities and adjust priorities as needed to ensure efficient handling of all support requests.

Effective communication is key in a support team. I ensure clarity by setting clear expectations and using concise, direct language. Regular team meetings and updates help in aligning everyone towards common goals. I also encourage open feedback and use collaborative tools that allow real-time updates and document sharing, fostering a transparent and responsive team environment.

Handling dissatisfied clients requires empathy and a solution-oriented approach. I listen carefully to their concerns, validate their feelings, and apologize for any inconvenience caused. Then, I work swiftly to find a resolution, often involving other team members if necessary. Keeping the client informed throughout the process helps rebuild trust and ensures they feel valued and heard.

In my previous role, I noticed that our response times were lagging due to inefficient task assignment. I introduced a new ticketing system that automated task distribution based on skill sets and availability, reducing response times by 30%. Additionally, I organized regular training sessions for the team, enhancing their skills and overall service quality, which significantly improved client satisfaction ratings.