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Start training on 29th Feb 2016

Tv and broadband install engineer

My role is to speak with Engineers at a customers home, to ensure the customers issue was resolved. I would also speak with customers directly to ensure a engineer was the correct solution for them or not. We would work on ADSL and Fibre faults. Overall all, the aim was to save money for the company and crucially the customers technical problem is resolved in the quickest/best way possible. In our first year, as a team, we saved over £1,000,000. I was also part of the Network Operations Team, within the technical specialist role. I would be checking for any broadband or phone network faults effecting individual or multiple customers.

I applied for a secondment as a team leader at Sky in 2011. During the 7 month secondary as a team leader of ten people, a learned a lot about my self and what it takes to be a great manager. My duties as a manager was to manage a shift if no team leaders were available. Ensuring that all calls coming into the contact were answered and within SLA. The main part of my role was to manage ten agents, as a group or individually. Ensuring that targets are met, monitoring holidays and absence, team meetings, one to one chats, call listening, call evaluations, end of year reviews and disciplinary meetings.I really enjoyed my time as a team leader, unfortunately there was not a position available after the secondment, so I went on to pursue a role as a Technical Advisor. I had some great feedback from other managers and my team members. I would really like to continue this in the future.

I finished studying ICT at college in May 2006. I joined Sky in September 2006.My role was to speak with Sky Broadband customers when they had issues with their services.The issues ranged from broadband set up in the home, external phone line/exchange faults, faulty equipment or the customers internet devices.The second part of my job was to speak with BT engineers working on a customers fault, to ensure a resolution is achieved.We would work on ADSL and Wholesale faults.I was doing this role from 2006 until 2011. However in this time I was taking part in several different projects and secondments.

Sky Broadband & Talk, Floor walking -- The aim of this role was to help or give advice to agents with a particular fault or problem.Off the back of this, I would support groups of "new starters" at Sky. To ensure they were comfortable with what they were doing, the systems we used and to be there if they needed help or guidance on any issues or faults.

Operation Change Author, for Sky Broadband and Talk Process.The role was to write new process flows or amend existing flows for the new Sky Answers system roll out. The process flows are designed to guide agents through a customers broadband or phone issue to a resolution.During this time I traveled to several Sky sites across the UK, working with the Sky Answers team to ensure we had the best possible processes in place. If traveling was not possible, we would run a conference call session and share our work. With the new system and flow role out, the aim was to improve call handling time and more importantly improve the customers experience with Sky.We had great feed back from agents using the new system/process and call handling was reduced greatly. We also managed to achieve a massive saving, by reducing the amount of replacement equipment sent to customers incorrectly e.g. routers.

BT Escalation team:-As a member of the BT Escalation team, my role was to look at faults that had multiple engineers but the issue still remained and decide on the best next action e.g. confirm if the customers line could support the broadband speed they wanted or locate where the fault was. We would also speaking to engineer while working on a fault at the exchange and confirm where the fault was and who's responsible to fix it.Escalation Team:-Working in the Escalation team was a completely different experience. Looking through customer complaints and faults, trying to turn the customer around from leaving Sky and fixing their issue. We also dealt with any VIP customer Faults that came to Sky.