o Responsible for the overall management of delivery services to the customer covering technical administrators, engineers, product developers and external vendors.o Managed Vendor order process from initial order through to hardware installation and commissioning.o Developed and implement innovative work flow processes increasing efficiencies with regards to costs and turnaround time.o Reviewed Asset Management team through regular reviews of daily tasks and the monitoring of team progress.o Developed, managed and nurture relationship with External Vendors.o Project managed service desk improvements implementing news ways of working reducing tickets and timescales to resolve issues.

o Managed a team of 25 Collection Associates who made outbound calls and received inbound calls offering customer service, repayment options and collecting arrears payments of outstanding debts.o Monitored customer service levels, achieving KPIs including average speed of answering and abandon rate.o Coached team members on all aspects of role including call quality, customer options, overcoming barriers, best practices and ensuring data protection met.o Reviewed and audited monthly timesheets covering holidays, shift allowance and absences reducing payroll errors and ensuring that salaries were correct. This saw a 25% reduction in payroll errors.o Communicated changes in business practice on a weekly basis ensuring that all relevant information has been clearly understood and implemented.o Participated in weekly meetings (UK/Ireland/India) to maximise outbound calling campaigns achieving wider coverage. o Investigated and resolved Manager Calls escalated by Associates, providing resolution for customers and reducing customer complaints.