A pivotal member of a converging Incident Management Team working within an ITIL based Incident Management framework. I coordinate and drive resource in order to restore normal service operation as quickly as possible whilst minimizing the disruption to customers businesses. This involves continually identifying and driving improvements across the business in order to achieve the best possible levels of service quality and availability whilst developing best practice to enhance the Incident… Show more A pivotal member of a converging Incident Management Team working within an ITIL based Incident Management framework. I coordinate and drive resource in order to restore normal service operation as quickly as possible whilst minimizing the disruption to customers businesses. This involves continually identifying and driving improvements across the business in order to achieve the best possible levels of service quality and availability whilst developing best practice to enhance the Incident Management proposition.- Escalated Incident Management, managing incidents through to resolution by engaging multiple technical areas of the business.- Responsible for chairing customer incident calls and engaging relevant technical resource to drive wider investigations.- Responsible for Major Incident assessment, chairing Major Incident calls and engaging key business stakeholders for input during Major Incidents, whilst ensuring adherence to the major incident process is followed at all times.- Producing timely customer facing communications on incident progress and resolution, providing regular updates and ensuring customer expectations are met and continually exceeded.- Producing customer facing Service Incident Reports to a high standard within timescales, post incident resolution.- Driving and contributing to technical investigations to restore normal service operation to the customer in the quickest possible timeframe.- Monitoring the effectiveness of the Incident Management process and making recommendations for improvements to benefit both the customer and the business. Achievements- Creation and implementation on an on-boarding program to improve new employee journeys when entering Service Incident Management.- Lead and supported a number of interviews for candidates that have applied for the Service Incident Management role including scribing and driving the competency based interview. Show less

A pivotal member of a converging Incident Management Team working within an ITIL based Incident Management framework. I coordinate and drive resource in order to restore normal service operation as quickly as possible whilst minimizing the disruption to customers businesses. This involves continually identifying and driving improvements across the business in order to achieve the best possible levels of service quality and availability whilst developing best practice to enhance the Incident… Show more A pivotal member of a converging Incident Management Team working within an ITIL based Incident Management framework. I coordinate and drive resource in order to restore normal service operation as quickly as possible whilst minimizing the disruption to customers businesses. This involves continually identifying and driving improvements across the business in order to achieve the best possible levels of service quality and availability whilst developing best practice to enhance the Incident Management proposition.- Escalated Incident Management, managing incidents through to resolution by engaging multiple technical areas of the business.- Responsible for chairing customer incident calls and engaging relevant technical resource to drive wider investigations.- Responsible for Major Incident assessment, chairing Major Incident calls and engaging key business stakeholders for input during Major Incidents, whilst ensuring adherence to the major incident process is followed at all times.- Producing timely customer facing communications on incident progress and resolution, providing regular updates and ensuring customer expectations are met and continually exceeded.- Producing customer facing Service Incident Reports to a high standard within timescales, post incident resolution.- Driving and contributing to technical investigations to restore normal service operation to the customer in the quickest possible timeframe.- Monitoring the effectiveness of the Incident Management process and making recommendations for improvements to benefit both the customer and the business. Achievements- Creation and implementation on an on-boarding program to improve new employee journeys when entering Service Incident Management.- Lead and supported a number of interviews for candidates that have applied for the Service Incident Management role including scribing and driving the competency based interview. Show less

Telecommunications company supplying over 400 million customers worldwide. Of these customers a number are business users who have a mobile telephone provided by their employer. Larger businesses are allocated a dedicated Onsite Advisor. In November 2013 I successfully gained an Onsite Advisor role at Rolls Royce in Warwick. The success factors of this role are; to provide a visible onsite Vodafone presence, to act as the “go to” person for all queries and job requests, liaise with both… Show more Telecommunications company supplying over 400 million customers worldwide. Of these customers a number are business users who have a mobile telephone provided by their employer. Larger businesses are allocated a dedicated Onsite Advisor. In November 2013 I successfully gained an Onsite Advisor role at Rolls Royce in Warwick. The success factors of this role are; to provide a visible onsite Vodafone presence, to act as the “go to” person for all queries and job requests, liaise with both internal and external personnel as needed to ensure service provisions are maintained, to develop and produce relevant reporting which helps to reduce cost and to provide support and assistance when needed.Achievements- Worked as part of a team of like-minded professionals to enhance customer self-service opportunities. - Identified and improved a number of processes and procedures which benefited a variety of customers and Vodafone employees. - Produced and analyzed data for my customer account which resulted in a reduction of roaming spends of approximately £15k per month.- Worked with other Vodafone clients to help them control and reduce roaming data spends. - Designed and implemented and enhanced processes and procedures in ways that improved the experiences of “VIP” customers.- Managed and produced reporting for an internal web portal used to provide a central knowledge base for business process and customer account information. - Created, developed and maintained an Asset Management Database for Senior Management on my customer account, to provide visibility of their end user details and assigned devices.- Assisted in the release of a new set of tariffs onto the shop floor, analyzing existing call/email volumes to ensure Operational Continuity with predicted increased customer interaction. Show less

In August 2011 Vodafone decided to recruit a team of Corporate Customer Service Advisors. This role included; liaising with Vodafone corporate customers, resolving technical queries, assisting the resolution of billing and network issues and identifying service enhancement and improvements. The success factors of this role were; provide Exceptional Customer Service to a Top 5 Corporate Customer; identify service improvements where applicable to the role and liaise with both internal and… Show more In August 2011 Vodafone decided to recruit a team of Corporate Customer Service Advisors. This role included; liaising with Vodafone corporate customers, resolving technical queries, assisting the resolution of billing and network issues and identifying service enhancement and improvements. The success factors of this role were; provide Exceptional Customer Service to a Top 5 Corporate Customer; identify service improvements where applicable to the role and liaise with both internal and external influences to execute these changes; work as part of a small team to provide a bespoke service.Achievements- Supported fellow employees to improve their knowledge base of systems and products, created an overall improvement in the service the customer experienced.- Enhanced customer’s opportunity to self-serve using online tools, identifying key customer journeys and replicating these journeys into a self-service environment.- Worked with project teams to analyze existing customer data trends and define key customer interactions; create self-service journeys with Business Analysts and implement these journeys with stakeholder approval.- Analyzed existing process‘s in place that were causing negative employee and customer experience; developed process to reduce handling time of “Porting in Your Mobile Number” from 3 – 5 working days to between 24 – 48 hours. Show less

Towsure Ltd – Customer Services Assistant based in Halesowen – March 2007 to November 2008.Online and in-store camping catalogue outlet processing 100,000’s of orders every year to worldwide customer base. A percentage of these customers visited the Halesowen store.In March 2007 Towsure advertised for a new Customer Service Assistant to enhance their existing helpdesk support. This role included; providing technical knowledge of products to new and existing customers in-store and… Show more Towsure Ltd – Customer Services Assistant based in Halesowen – March 2007 to November 2008.Online and in-store camping catalogue outlet processing 100,000’s of orders every year to worldwide customer base. A percentage of these customers visited the Halesowen store.In March 2007 Towsure advertised for a new Customer Service Assistant to enhance their existing helpdesk support. This role included; providing technical knowledge of products to new and existing customers in-store and over the phone, stock control including advising on best products to order for store, cashing up tills where required and attending national exhibitions upon request.Achievements- Worked as part of a small team to promote and advertise products, and the company in a highly popular National Exhibition Event.- Developed customer in-store experience by ensuring product knowledge is up-to-date, both on shop floor and with fellow peers. Show less