Ben Mccartney Email & Phone Number

Luton, England, United Kingdom

Luton, England, United Kingdom

Recruited to bring Luton's IT Service Desk back in-house from September 2024, which includes the following responsibilities:- Recruiting and managing 8 new Service Desk Analysts. - Implementing and administrating Luton's new ITSM Tool, Alemba Service Manager, building Workflows and a brand new Customer Portal.- Ensuring a smooth transition of the Service Desk from our third party so our customers are not impacted adversely and all processes are in place for go live.

Milton Keynes, England, United Kingdom

Overseeing the day-to-day operations of the service desk, ensuring that incidents and service requests are handled promptly and efficiently within agreed-upon service level agreements (SLAs).Taking charge of the incident management process, which involves logging, categorising, prioritising, and resolving incidents in our Salesforce or Freshdesk CRM system. Leading and supervising the service desk team, providing guidance, support, and training to ensure a high level of customer service. This involves managing staffing, workload distribution, and performance evaluation.

Milton Keynes, England, United Kingdom

Promoted to Customer Support Manager to lead a team of 22 employees, made up of 4 Team Leaders, 2 Tech Specialists and 16 agents, providing technical support to our entire EMEA fleet customer base consisting of 6,000 customers.Key achievements include:- Reducing case backlog from a peak of 1,264 in 2020 to an average of 255 in 2021- Increasing Same Day resolution from 42% in 2020 to 50% in 2021- Customer Support segmentation based on ACV- Achieved an 86% CSAT score in 2021

Milton Keynes, England, United Kingdom

Transferred to Customer Support to assist with the implementation of Account Management activities for our small business customers. Increased the team's overall Employee Engagement Score from 33% in 2019 to 80% in 2020.

Milton Keynes, United Kingdom

Promoted to Team Leader, managing 5 direct reports and reporting into the Customer Success Manager. Additional duties include regular 1:1’s for PDP’s and main point of contact for any issues or queries, while continuing to manage my own customer base and meeting KPI’s.

Milton Keynes, United Kingdom

Assisted in the training and recruitment of new team members following the growth of the Customer Success team, while continuing day-to-day account management duties.

Milton Keynes, United Kingdom

Proactively manage all retention, renewal and customer account activities, to keep churn under annual targetsDrive increased usage in the solution with existing customersDrive increased Customer Experience (CX)

Milton Keynes, United Kingdom

Supporting customers both internally and externally, with an aim to provide a quick and efficient service to customers booking installations, by processing orders and scheduling engineers.

Queensland, Australia

During a year out travelling, I completed 13 weeks regional farm work on a banana plantation.

Brisbane, Australia

To provide accommodation services to all DNRM owned or leased sites across Queensland including minor works, maintenance and health & safety.

King'S Lynn, Norfolk

To arrange repairs, maintenance work and installs of commercial refrigeration units across the UK by managing contractors and scheduling engineers.

King'S Lynn, Norfolk

Invoicing contractors and customers.

King'S Lynn, Norfolk

To assist engineer's with installation and repairs of heavy refrigeration units.

King'S Lynn, Norfolk

To provide a high level of customer facing service.

King'S Lynn

Bachelor Of Arts - Ba, Business Administration And Management, General, 2:1

Btec Extended Diploma Level 3, Business, Distinction

Gcse