Christopher Howard Email & Phone Number

London, United Kingdom

Responsibilities: Provide an understanding of the SIA’s operational teams and departments roles and responsibilities, and their policies and procedures within the private security industry and it’s regulatory regime.Support and encourage SIA customers to use online access / contact channels, and to escalate / feedback any issues / ideas to develop the SIA’s online services.Respond to SIA customer enquiries from a variety of access / contact channels:o Web Chato Telephoneo e-formso e-mailo Mailo Payment ServicesRespond to customer enquiries across all SIA products:o Intelligence - Reporting / Disclosures / Requests / Section 19o Business Licensing - Licence Lifecycle / Complianceo Individual Licensing - Licence Lifecycle / Complianceo ACS - Accreditationso Formal Complaints / Data Protection Act / Freedom Of InformationRespond to a variety of SIA customers:o Intelligence Partnerso Business Customerso Individual Customerso MP’sUnderstand the complete enquiry, and ensure the enquiry is logged relevantly, accurately and in line with quality assurance standards, on the appropriate system (CRM, iBase).Analyse and investigate the enquiry and use all the tools available across all systems to resolve the enquiry there and then for the customer.Receive, interpret and log intelligence in line with the National Intelligence.

Customer Support at Security Industry Authority Responsibilities: Provide an understanding of the SIA’s operational teams and departments roles and responsibilities, and their policies and procedures within the private security industry and its regulatory regime. Support and encourage SIA customers to use online access / contact channels, and to escalate / feedback any issues / ideas to develop the SIA’s online services. Respond to SIA customer enquiries from a variety of access / contact channels: o Web Chat o Telephone o e-forms o e-mail o Mail o Payment Services Respond to customer enquiries across all SIA products:o Intelligence - Reporting / Disclosures / Requests / Section 19 o Business Licensing - Licence Lifecycle / Compliance o Individual Licensing - Licence Lifecycle / Compliance o ACS - Accreditations o Formal Complaints / Data Protection Act / Freedom Of Information Respond to a variety of SIA customers: o Intelligence Partnerso Business Customerso Individual Customers Page 2 o MP’s Understand the complete enquiry, and ensure the enquiry is logged relevantly, accurately and in line with quality assurance standards, on the appropriate system (CRM, iBase). • Analyse and investigate the enquiry and use all the tools available across all systems to resolve the enquiry there and then for the customer. • Receive, interpret, and log intelligence in line with the National Intelligence

London, United Kingdom

Role and Purpose:The Inmarsat Market Access (MA) team is responsible for L, XL, S (and occasionally Ku) band policy setting, licensing and worldwide regulatory channel support.As a Regulatory Analyst and Compliance Officer i fulfil the following roles and responsibilities:• MA team regulatory point of contact for all fee-payment matters• MA team member in charge of the practical aspects of compliance issues• Prepare fees and fee-related information and analysis in support of the team’s licensing efforts• Spot trends in fees and contribute to the development of best practices to influence future fees• Forecast future regulatory costs and assess the impact on the business• Ensure that all types of licence fees (LRs, network, administrative, service provision, carrier, revenue-based, USO, segment-specific, local, gateway, auditing etc.) are tracked and paid on time. Take responsibility for and perform all payments related tasks (inclusion in vendors system, raising of PRs and POs conversion, delivery of invoices to Accounts Payable, SAP approvals, verification and filing of invoices)• Make sure that all other fee-related payments (i.e. transfers to consultants for fees to be paid locally) are processed on time• Flag up to senior members of the team and act quickly on any issues related to payment (delays, missing invoices, incorrect amounts paid, SAP etc.) and advise on possible consequences• Carry out periodic fee payment reviews to ensure no payments are missed and fines incurred• Liaise effectively with all relevant departments involved in the payment process, from Finance to Accounts Payable to Mail Room to Procurement, Corporate Secretary and so forth• Advise and provide input on fees for budget purposes i.e. fee pattern analysis, fees forecasting and updating.

London, United Kingdom

Responsible for the compilation of Customer information and maintaining Customer records on our systems.Process and build technical and non-technical licence applications.Requesting and overseeing the payments for licence applications.Manage corporate customers through billing procedures ensuring billing and payments are on time.Oversee the licence renewal and revocation process for all licences held on the licensing system. This involves: Dealing with enquiries from customers arising from the licence renewal process and recording the case on the OFCOM Case Management System (Siebel)Renewals management:Proactively contacting customers during their licence term ensuring contact details are maintained and up to date and payments are received in timely fashion to prevent revocationProcessing licence amendments, cancellations and takeover requests from licensees to ensure all licence details are correct in time for renewal.Investigating payment issues and liaising with the Ofcom Finance Section to resolve them.Investigating failed payment issues.Dealing with general enquiries received by phone, e-mail, fax etc in Spectrum Licensing and recording the case on Siebel.Ensuring that the escalation procedures are carried out appropriately.Supporting/managing ad hoc projects within Central Operations Ofcom.Account Management:As we deal with what is known as Renewals Management our work stream secures revenue.Re-establish a more professional approach to management of our larger customers thus improving the customer experience Changing customer behaviour and managing expectations fairly across all products. All work processed by me, as I am the Account Manager for particular accounts and the customers point of contact for any escalations and renewals management.Corporate Customers are able to meet with me along with members of the management team, Spectrum Assignment & Coordination team and SPG

25 Canada Square, Canary Wharf London

Seconded to the post of Case Management Associate for the London 2012 Olympics and Paralympics Programme from July 2012 to September 2012. Key ResponsibilitiesAct as a focal point for reporting cases of interference, opening, maintaining and closing of cases within Ofcom’s case management system.Act as a focal point for receiving and maintaining cases of interference within LOCOG’s (Service Now) case management system.Manage the transfer and maintenance of information between Ofcom and LOCOG case management systems, opening, updating and closing cases as appropriate.Ensure cases reported on both Siebel and Service Now are coordinated and reconciled.Receive and deal with reports of interference effectively and within target limits, utilising available resources and prioritising responses.

London, United Kingdom

Ensure I support the interests of citizens/consumers in accordance with the Communications Act 2003. Provide an efficient and customer-focused service to citizen-consumers for complaints, expressions of dissatisfaction and enquiries on Telecoms, Broadcast and Spectrum issues.Responsible for the compilation of customer information and maintaining call records of a consistently high quality.Interface with the specialist OCC Support Teams handling Broadcasting content and Telecoms issues and complaints.Supporting/managing ad hoc projects within Ofcom.I have been involved with further development and training for new and existing team members.I have been part of the selection process for potentially new Advisors within the unit.I have been responsible for formatting and implementing a Broadcast Training module for new starters.I am part of the Business Radio Customer Team for UK Amateur and Maritime Licensing, and deal with all aspects of Licensing.Seconded to the post of Case Management Associate for the London 2012 Olympics and Paralympics Programme from July 2012 to September 2012. Key ResponsibilitiesAct as a focal point for analytical reporting of cases of interference, opening, maintaining and closing of cases within Ofcom’s case management system.Act as a focal point for receiving and maintaining cases of interference within LOCOG’s (Service Now) case management system.Manage the transfer and maintenance of information between Ofcom and LOCOG case management systems, opening, updating and closing cases as appropriate.Ensure cases reported on both Siebel and Service Now are coordinated and reconciled.Receive and deal with reports of interference effectively and within target limits, utilising available resources and prioritising responses.

London, United Kingdom

Resolving customer billing enquiriesAdmin duties (sending literature on Company services, invoices and copy of contracts) Adding select services to the telephone line which XLN Telecom provide (call barring call diversion etc)Handling complaints from customers by e-mail and telephone and letter correspondenceProblem solving regarding customer queries on their accountsLiaising with BT regarding transferring telephone lines from BT Wholesale to XLN TelecomInvolved in a project formatting a new promotion to attract new customers to our services, which may involve more project management in the future.

London, United Kingdom

Within the Operations function, my role was to provide quick, effective and accurate assignments for analogue and digital services through the following processes:Sales order processing, including credit checking.Confirmation of order feasibility.Job step control/pipeline management/which includes assigning simple and complex Business circuits, both analogue and digital.High levels of customer contact at each stage of the installation and deal with correspondence.Given the complexity of many of the orders which were handled by myself within Operations, this will involve getting very close to customers and teams working on delivery and, in effect, project managing much work. Continuous communication with the customer and within the Telewest team was also a key purpose of the role, working closely with the NSC through the provisioning of the install.Specific performance objectives are set for a range of measures including the following:Continuous reduction in order-to-install time for orders handled.Achievement of 95% of installations handled on agreed date and time.Effective handling of customer communications (in-bound and outbound).Effective internal communications and support for the delivery team

London, United Kingdom

Key responsibilitiesAssisting the Team Supervisor in the daily running of the team and to act up in the supervisor’s absence.Monitoring Customer Service Advisors on the phone.Liaising with IT to resolve network problems.Assisting Call Centre Representatives with queries and to take over “manager” calls when necessary. Ensuring that the team’s time sheets are accurately filled out and handed in on time for pay roll procedure.Liaising with the supervisor on issues regarding team attendance, training, briefing and disciplinary procedures.Monitoring and assessing Customer Service Advisors on performance and to ensure that the team is consistently meeting Key Performance Indicators set by management.Fulfilment Team LeaderSupervised a team of 13 fulfilment administrators responsible for processing the calling card applications.Involved in Training Fulfilment Administrators.Conducted staff appraisals.Motivated the employees to a high standard.Set and monitored SLA’s.Ensured that SLA’s were adhered to.Provided internal and external customers with reports on the fulfilment department as required. Monitored assembly section of fulfilment.Represented the department at product group meetings and at team meetings/briefings in the Call Centre.Acted as the department’s main point of contact for calling card queries for both internal and external customers.Monitored the quality of applications, controlling procedures for rejecting applications.Assisted in implementing a system to process multiple applications. This increased the speed that applications were processed and meant that the information could be accessed more efficiently.