Chris Boyd Email & Phone Number

Berlin, De

Berlin, De

• Product owner for all Tech tools used in the department; responsible for maintenance and administration of Zendesk Support/Guide/Talk/Chat/Sell/Explore, Uservoice and any other third party applications and integrations used.• Proactively identify opportunities to further improve efficiency and effectiveness and Project Manage their implementation.• Design and rollout of new support channels and services, including chatbots and Artificial Intelligence.• Working closely with Senior Management to help the department deliver on overall company goals and objectives.• Contract negotiation with suppliers.

Berlin, De

Berlin, De

Belfast & Murcia , Northern Ireland, Gb

Creating software and hardware solutions designed to make meetings and classrooms more productive through collaborative technologies.Responsibilities included;• Providing and overseeing first, second and third level technical support to end users, resellers and partners.• Tracking customer service issues and keeping the end user informed at every stage.• Liaising with the development team, ensuring issues are resolved quickly and bugs and feedback are passed to the appropriate teams.• Utilising a Helpdesk ticketing system (ZenDesk) to manage customer interactions, configuring macros and triggers to automate processes where possible.• Producing and managing online product user guides, in-box materials, training guides and support videos.• Inducting new employees.• Conducting regular sales training for partners/resellers, either face to face or via webinar.• On-site client visits for installation and troubleshooting of issues.• Stock management.• Creating processes to ensure day to day tasks are carried out efficiently.

Sheffield, S. Yorkshire, Gb

Responsibilities included;• Providing high quality first line technical support to Plusnet and John Lewis Broadband customers, assisting with email, broadband, billing and fault queries.• Liaising with suppliers, ensuring faults are dealt with efficiently or escalated.• Utilising remote assistance software to troubleshoot issues.• Assisting in mobile device setup and configuration.• Logging all information into the CRM.• Conducting team meetings, one-to-one coaching sessions and monthly reviews.• Driving personal and team statistics to deliver on KPI targets.

London , Gb

Continuation of the below role with Orange after they rebranded to EE.Responsibilities included; • Managing, developing and leading a skilled and competent team of store colleagues to drive a successful commercial business.• Ensuring my own store remains compliant to the company’s policies and processes, completing audits when required and maintaining high standards throughout the store.• Performing as the Stock Integrity champion for a region of 26 stores, involving liaising with the Regional Manager and Head Office contacts, in order to reduce the amount of stock count errors and overall stock loss on the region by supporting the other Store Managers with the stock processes and policies.• Managing the stores profit and loss budgets, including staff wages, overtime, stationery, stock loss and fraud.• Creating and managing a relaxed environment in which customers feel welcomed.• Overseeing the implementation of a complete store rebrand from Orange and T-Mobile stores into a new EE branded store, having to train the staff on an array of new systems, processes and behaviours.

Issy-Les-Moulineaux, Île-De-France, Fr

Starting as a part-time Sales Advisor whilst at University and progressing to management level within several stores in Northern Ireland. I stayed with the company when they rebranded to EE.

Hnd, Computer Science

Education record