Process Development: Design and maintain comprehensive operational business processes for provisioning and support within the department.Solution Delivery: Implement complex networking solutions, including SIP and Multisite MPLS.Supplier Relationships: Build and maintain functional relationships with strategic suppliers.Performance Reviews: Conduct regular monthly performance reviews with key strategic suppliers, providing critical feedback on performance and areas for improvement.Pre-Sales and Technical Support: Offer provisioning pre-sales support and perform technical checks on proposed UC solutions.Technical Advice: Provide technical product advice to customers and team members.Customer Experience: Focus on delivering high levels of customer experience consistently.Escalation Point: Serve as the primary escalation point for all provisioning and customer support issues, both internally and externally.Performance Monitoring: Set and monitor KPIs for team members and SLAs for the department.Team Management: Conduct regular individual and team catch-ups to review case management and performance.Personnel Growth: Foster a culture of continual development through PDP plans and encourage personal growth within the team.Training and Best Practices: Regularly provide training and best practices to team members on new and current technologies.Customer and Supplier Relations: Promote a culture of building solid, long-lasting rapports with customers and suppliers.Customer Communication: Set high standards for keeping customers regularly updated during provisioning life cycles and support issues.Performance Appraisals: Generate and deliver annual team appraisals.Task Allocation: Assign key tasks, activities, and cases to team members.Billing Support: Support the internal billing team to ensure billing queries and newly provisioned services are billed accurately, correctly, and on time.

Field Based Account Manager. North Western Business Coach liaising and supporting 19+ Branches with Circa 260+ Staff • Managed new business generation, outstanding customer service, retention & profitability• Drove results through leadership, people management and innovative new training• Managed HR including recruitment, training, development, discipline and grievances• Responsible for providing Business IT coaching for 19 branches and 260 staff within the North West• Became first point of contact for colleagues with Hardware, Software and Telephony related issues.• Generated training documentation for colleagues to improve knowledge base on a number of I.T & Telecoms areas ranging from; up and coming mobile broadband products (HSDPA) to wireless networks. • Responsible for aspects of management and commercial development• Developed and implemented improved business processes and procedures • Generated and maintained budgets, forecasts, targets, strategy and business systems & processes• Attended and actively promoted the company through regional business fairs in order to increase company’s business presence throughout the region.

Working out of the O2 Trafford Centre Store – Customer Service Store of the Year 2004 - 2006• Generating new business through new and existing customers • Up Selling additional products and services• Telephone enquiries-problem solving• Working to a set KPI Structure• Providing a first-class customer experience• Dealing with enquiries and advising customers on the best mobile telephony solutions.