In my position I am responsible for all aspects of veterinary insurance processing and reception duties. Accuracy is key in this role.Key responsibilities• Adding clients information to the computer system accurately and keeping it up to date.• Ensuring paper work is correct and up to date and providing clients with relevant documentation.• Completing and submitting all pet insurance paper work.• Speaking to clients to book in appointments.• Liaising with other internal departments to book in surgery.• Updating client accounts and sending invoices and chasing payments from clients.• Preparing paperwork and dealing with debt collection agencies in regards to unpaid client accounts.• Agreeing and managing payment plans.• Printing off the practice bank statement and cashing off all payments on a daily basis.

In my position at Westrock I was responsible for my own group of customers, including several of the companies biggest accounts. Accuracy and attention to detail is key.Key responsibilities• Processing customer orders in a timely manor.• Planning delivery dates for orders.• Ensuring all customer calls and emails are responded to.• Keeping customers up to date on delivery times, issues etc.• Inputting all details of new items on to the system and ensuring accuracy.• Liaising with internal and external teams to ensure customer requirements are met.• Invoicing customers and reviewing invoice queries.

In my position as Reception and Admin Team Leader I was responsible for six receptionists, four night receptionists, two accountants and one insurance officer. My duties included: • Managing the rota for all staff, approving holidays and ensuring all shifts are covered. • Recruiting new staff. • Identifying and incorporating improvements to all teams. • Ensuring outstanding debts are managed. • Ensuring pet insurance claims are managed. • Identifying training issues and organising or delivering training. • Dealing with complaints. • Covering reception when needed. • Dealing with insurance and accounts queries. • Carrying our daily cashing up and banking. • Ensuring clients are greater and dealt with professionally. • Ensuring the reception area is clean, tidy and fully stocked with all POS, leaflets and documentation.

In my position as a Service Operations Team Leader I was responsible for six day staff, three apprentices and three night staff. My duties included: • Working to ITIL standards.• Assigning work to the team to ensure SLAs are met and customer service is paramount (this is ongoing throughout the day).• Carrying out side by side coaching to improve quality and customer service. • Identifying and correcting issues with the Service Desk. • Creating or rewriting processes when needed. • Conducting monthly reviews and yearly appraisals. • Carrying out disciplinary meetings when necessary.• Producing and updating the staff rota to ensure there is no risk to the business of staff shortages.• Managing team holidays. • Reviewing staff weekly time sheets and addressing any issues.• Supporting the Head of Service Operation and Directors. • Main point of escalation for customers and internal departments.• Investigating complaints and seeing through to resolution. • Training new processes into the team either on a one to one basis or in a class room environment.• Working closely with the Head of Service Governance to ensure the customer experience is paramount.• Attending meetings with the directors to update on progress.• Traveling to our offices in Leeds to train and work with staff.• Producing daily reports for customers on SLA's and ticket information.• Producing telephone stats and ticket stats and adjusting the work loads and rota accordingly.• Establish and maintain good working relationships with customers.• Creating dashboards and widgets to monitor performance, service and ticket management.• Working on customer tickets when the need arises to maintain the SLA and customer service levels.• Training and mentoring apprentices and ensuring they pass their courses.• I have implemented weekly Service Desk reports for the individual team members to help them to improve their performance.

I managed the Technical Support Team at Simply Mail Solutions. My main aim was to improve the customer service offered to customers by the team.. My duties included:• Identifying issues with the technical support team and implementing training and changes to working practices when needed. • Conducting weekly performance reviews with the technical support team.• Conducting year appraisals with the technical support team.• Ensuring telephone calls and technical support tickets are answered and dealt with with the SLA.• Ensuring the team are aware of what is expected of them on a daily basis.• Remotely connecting to customers computers to resolve their technical issues.• Answering incoming telephone calls and emailed tickets from customers requiring support and responding with an appropriate resolution.• Monitoring and reporting telephone stats to higher management.• Managing and conducting out of hours support in the evenings and at weekends.• Identifying and reporting major service issues to the senior server team and following through to resolution.• Creating, managing and maintaining customers email accounts.• Making changes and amendments to email accounts when required including granting mailbox permissions, adding aliases and domains to mailboxes etc.• Providing the sever support team with powershell scripts when required.• Dealing with customer complaints. • Disciplining staff when needed.

In my previous position at Kawneer UK Ltd I was responsible for my own area of approximately 50 customers. My main duties included:• Building and maintaining relationships with external and internal customers. • Visiting both existing a new customers at their premises to further build relationships. • Processing Purchase Orders onto the Oracle system within SLA.• Checking orders processed by myself and other members of the team for accuracy.• Ensuring company KPI's and OTIF's are met.• Attending regular meetings with both senior management and other departments to ensure the smooth running of the business.• Ensuring customers are notified of expected delivery dates in advance and are updated on any changes.• Answering any queries both internally and from customers by email and telephone.• Dealing with customer complaints and seeing them through to resolution.• Ensuring all complaints are logged, recorded and the correct paperwork is raised.• Dealing with invoice queries in a timely manner.• Checking stock levels and ensuring replacements are ordered when needed.• Running customer order books through Oracle and converting them into Excel files to be passed to the customer daily.• Ensuring all orders are filed appropriately in accordance with company guide lines.• Building relationships with other departments of the business to ensure customer needs are met.• On occasion, physically checking stock in the stores department and picking orders, which is outside my job description but essential to ensuring customers need are met.. • Filing, faxing, photocopying etc.• Covering reception when needed.

In my position at Schneider Electric I was responsible for two teams of BMS support engineers. My main duties included:• Raising Purchase Orders for parts and arranging sub-contractors using SAP.• Raising invoices for parts and works carried out.• Planning and booking regular engineer visits with customers to carry out maintenance.• Planning reactive engineer visits when needed.• Answering queries both internally and from customers by phone and email.• Ensuring the engineers had an updated weekly schedule and ensuring site visits were attended on time.• Ensuring KPI's are met in all areas.

Following my redundancy from Ingenico UK LTD I had various temporary contracts of up to two weeks each including customer service administrator, office administrator, data entry and receptionist.

In my position as a Helpdesk Team leader I was responsible for 9 technical helpdesk staff. My main duties included: • Ensuring staff were aware of what was expected of them on a daily basis and ensuring they had the tools and knowledge to carry this out. • Carrying out monthly individual staff reviews with a view to improving the overall performance of the helpdesk. • Performing weekly one to one assessments with staff.• Carrying out disciplinary processes when needed.• Conducting assessment testing and interviews of potential new staff.• Mentoring and guiding staff towards promotions and furthering their career. This included performing a promotion appraisal which would determine if they moved up the grading structure.• Ensuring all incoming calls were answered within the set service levels and grades of service, which often involved answering calls and resolving issues myself.• Troubleshooting and rectifying problems and issues customers are having with their electrical product with minimum impact to their business.• Ensuring Customer Service levels were kept to a very high standard.• Building and maintaining relationships with internal and external customers. • Ensuring any customer complaints were dealt with in a timely and professional manner in keeping with the company’s procedures and business objectives. • Giving assistance to Helpdesk staff when needed either verbally or electronically. • Reporting hourly call stats/figures to senior management.• Ensure the Knowledge Centre database was up to date and accurate.• Answering queries from external third parties with in set time frames.• Assisting senior management when needed. • Managing holiday request for the Night Shift.• Handling personal data and ensuring all aspects of the Data Protection Act is observed.

2003 – 2007, Technical Helpdesk Analyst, Ingenico UK Ltd, Northwich, CheshireBefore becoming a Helpdesk Team Leader with Ingenico UK Ltd, I was a Technical Helpdesk Analyst, working my way through the grading structure from a Grade 1 to a Grade 4 in just four years. This is an achievement that hasn't been matched before or since. My main duties included:• Answering incoming calls from both Customers and Banks and offering technical assistance.• Troubleshooting and resolving technical issues both over the phone and by email with minimum impact to the customers business.• Ensuring the technical issues reported by the Customer or Bank are resolved quickly and efficiently and with minimum impact to their business.• Ensuring any potential issues were reported to my Team Leader in a timely and constructive manner. • Supporting my Team Leader by taking on tasks usually outside my remit • Supporting lower grades with queries when the Team Leader was unavailable.• Ensuring Customer Service levels remain at a high standard.