Dave Metcalfe Email & Phone Number

Winsford, Gb

Rochdale, Greater Manchester

Zen are an internet service provider providing internet and telecoms solutions to corporate clients, SMEs and members of the public. My role is to manage a team of 10 technical support agents to deliver an outstanding level of customer service in support of customers with ADSL, FTTC, FTTP and telephone solutions.Achievements:• Designed and implemented a new process for managing and recording of complaints that enhanced the customer service levels reducing complaints by over 20%• Turned around an underperforming team by developing and implementing operational reviews and devising improved systems to enhance the quality of service• Handled change management during a period of cultural change & development Duties:• Providing support to my people through regular feedback and 1-2-1’s that ensures on-going personal development• Motivating and coaching the agents to deliver an efficient way of working to ensure quality and an outstanding customer experience• Performing the role of duty manager, managing the department during core hours being a single point of contact for service affecting issues• Actively involved in the recruitment process, taking the lead in both telephone and face to face interviews• Liaising with the company finance director and accountants in the analysis of supplier charges carrying out due diligence in respect of accuracy.

• Managing a team of 10 – 15 technical support agents• Senior Manager onsite, deputising for the Operations Manager• Managing the team to attain SLA targets and KPI’s• Driving quality through the implementation of new developmental resources & ideas• Attended Service Review meetings representing the Desk and Fujitsu• Second point of escalation for agents and clients• Resource planning (Permanent / Temporary resource)• Assessing candidates at corporate assessment centres• Appointed to conduct inductions, team briefings & related monthly service reviews• Appointed to take responsibility for resource planning including purchase orders for equipment• Responsible for key personnel recruitment, HR administration & related staff issues

• Authored procedural documentation to enforce helpdesk procedures• Designed and Implemented guides for new agents & supervisors introducing new call coaching programmes• Participated in operational procedural reviews updating procedures to maximise first time fixes• Responsible for new starter briefings & related personnel disciplinary procedures• Preparing the desk / agents for new business• An active role within operations reviews and service reviews• Assessed existing service / service levels writing guides for new agents & supervisory staff• First point of escalation for agents and clients• Day to day resource planning

• Managing a team of 8 technical support agents• Seconded to become the ‘Face of Fujitsu’ for high profile client accounts• Managed helpdesk to exceeding KPIs & became the second point of escalation for client issues• Identified, planned, developed & implemented key helpdesk improvements• Produced high level service reports and documentation for Stakeholders• Enhance the Service Desk skills by facilitating ‘move to the left’ activity and delivering efficiency savings• Maximised first time fix rate, improving service effectiveness by eliminating repeat problems

• Responsible for fault resolution & related service backup for this key account• Identified & analysed incidents for historical records utilising data to improve first time fix ratio• Ensuring all incidents are being recorded on Peregrine call logging system and progressed accordingly

• Answering inbound calls from high profile customer, providing a log and route service• Accurately capturing the customer’s details and the nature of the problem along with the severity• Liaising with 2nd line / on call to raise awareness of service affecting issues

• Entering data on to in-house printer repair database about printers which have been repaired

Btec National Diploma In It

Btec First National Diploma In It