Adele Saker-Wood Email & Phone Number

Bradford, GB

Leeds, United Kingdom

Working as part of a team of four, my role is as follows: I am the first point of escalation for any high severity incidents that may occur within the business I facilitate communication between our users, other departments and stakeholders I am responsible for arranging conference calls to discuss the issues I am required to keep up to date with SLA’s.

Leeds, England, United Kingdom

Manage a number of projects to drive improvements within Group Customer Support Take an active role in driving CSAT and NPS across all of our core products and facilities, as well as being responsible for survey response rates  Implement improvement plans resulting from NPS and CSAT scores  Ownership of a range of identified SLA metrics derived from.

Leeds, United Kingdom

o Managing a team of Software Support Analysts Assigning the daily workload to the team Managing the workload to ensure we are not failing SLA’s Reporting daily/monthly stats to Senior Managemento Ensuring the team achieves KPI’s Conducting monthly review meetings to discuss performance  Arranging any training the team require to assist them achieving.

Leeds, United Kingdom

o Managing a team of 24/7 Hosted Analysts Assigning the daily workload to the team Reporting daily/monthly stats to Senior Management Responsible for keeping our in-house knowledge base up to date o Ensuring the team achieves KPI’s Conducting monthly review meetings to discuss performance  Arranging any training the team require to assist them.

Leeds, West Yorkshire, United Kingdom

o Managing a team of Software Support Analysts Assigning the daily workload to the team Managing the workload to ensure we are not failing SLA’s Reporting daily/monthly stats to Senior Managemento Ensuring the team achieves KPI’s Conducting monthly review meetings to discuss performance  Arranging any training the team require to assist them achieving.

Leeds, United Kingdom

o Managing a team of service desk agents and engineers Assigning the daily workload to the team in the office Distributing daily workload to 18 field based engineers in the London area Managing the workload to ensure we are not failing SLA’s Conducting disciplinary review meetingso Ensuring the team achieves KPI’s Conducting 121 meetings to discuss.

Gcse, It Studies, C

Gcse, Maths, C

Gcse, English Language And Literature, General, C

Gcse, Science, Cc