CAREER HISTORYTalk Talk (Formerly AOL Broadband) 2008-2011Complaints Management Specialist o Successfully managed customer’s complaints internally and externally.o Investigated reason for complaint and established a resolution.o Negotiated with the customer by problem solving until a resolution of the problem was to the customers satisfaction. o Implemented changes by constructive feedback to the business to improve customer experience.o Constantly received recognition for my high performance, successfully achieved all targets set by the business.o Developed excellent management skills.

Process Specialist 2007-2008o Managed day to day flow chart mapping of current systems.o Implemented new mapping for new systems for preparation of the training manuals.o Spotted areas for improvement and achieved savings for the business. o Networked with all departments’ agents and managers.o Took on projects and delivered them on time.o Composed best practice manual for chat support. This manual was shared with external companies in Ireland and UK by management to share best practices between customer focussed companies.o Achieved Six Sigma accreditation.

o Selected to support technical support department in home networking due to high call volumes with just two days training as a result of my good communication skills.o Achieved all targets set down by the business.o Constantly achieved recognition for my high performance.o Succeeded in obtaining a new skill, setting up routers.o Enhanced customers experience of technical support.

o Selected to join the (ELF TEAM) for my administration skills after successfully completing customer service and billing training. o Demonstrated efficiency and attention to detail.o Achieved top performing agent of the month for my department and across the contact centre site as a whole. o Managed customers accounts within their first 30 days of becoming a customer with the company. o Enhanced customers experience of the initial sale to activation of customers services.o Delivered fact based results and figures for the business to use as a means to establish improvements within the company to enhance customers experience. o Selected as (SME) to coach new agents through a grad bay program to help them achieve targets for customer service and billing and strengthen there skills for the smooth transition to the main customer services and billing department.o Established good working relationship with management.o Received reward and recognition for my high performances.