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

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.
• 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.