Alan Shields Email & Phone Number

Reading, United Kingdom

Key Responsibilities• Formulate a strategic plan and design organization goals, that align with corporate strategy and objectives• Further develop the global support delivery model that is both best in class in terms of customer satisfaction and cost effectiveness• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of CC:SP Product and services• Deliver a global customer satisfaction measurement programme to be executed annually• Deliver a service review programme ensuring we have the direct feedback of our key customers• Be the escalation point for customer issues ensuring they are resolved as fast and efficiently as possible, engaging with internal resources across the company as necessary• Measure performance, analyze data and produce comprehensive reports to facilitate clear and positive decision making• Recruit talent and manage performance to develop career growth opportunities• Manage virtual teams, create cohesion, promote team spirit and enhance morale.• Manage revenue and profitability ensuring costs are aligned with revenue expectations• Be the primary interface to R&D for issue management, prioritisation and escalations• Establish and manage a key gate to ensure new software releases meet the standards expected from our customers• Support professional services deployment of new solutions and upgrades as required• Define and implement internal education/mentoring programmes to improve skillset distribution across the teams

Reading, United Kingdom

• Manage and oversee all aspects of the 1st, 2nd and 3rd line processes and the service we provide to customers for call handling and fault resolution.• Develop customer, distributor and organisational relationships to ensure the reputation and value of the Service Centre, our highest profile team, is understood, promoted and enhanced. • Ensure support building blocks in place and managedo Staffing levels, product coverage, fault closure monitoring, escalation management, customer issue documentation and resolution plans, customer visits to address issues.• Implement & manage X-department interaction for calls we front• Formalise links, build relationships and share information with key BT/Channel service people • Help manage our partner interaction for product support to include escalations, communication, new versions.• Ensure customer satisfaction and qualitative checking processes are in place including calls, surveys and visits to site.• Work with the Senior Support Services Manager to coach, develop, appraise and manage the Tech Team staff ensuring progression and product coverage/spread are part of the plans for my staff. Information processing (stats/data capture) • Service Statistics o Ensure stats captured and distributed as appropriate and that they are used as a tool to develop service performance and possible service offeringso Provide product and customer usage feedback/trends to the business as part of the service and product development roadmap. • Data captureo Where possible and appropriate ensure we are capturing customer feedback on their IT/Telephony direction. o Provide product and customer feedback to the business as part of our product and service development roadmap. Product involvement • Play an active role, with the help of my team when appropriate, in the launch and testing processes of new products and versions.