Doug M. Email & Phone Number

Hi, I'm Doug Morrison, a seasoned HelpDesk Manager at Thames Water, where I've been honing my expertise in IT and customer service since 2018. My journey in the tech world is driven by a passion for enhancing customer experience through effective team management and innovative IT solutions.My educational background includes a GCSE from Shapwick Senior School, reflecting my early dedication to learning. Furthering my education, I obtained an accreditation from the BPMA Academy, which laid the groundwork for my career in customer-focused roles.My professional path began at British Home Stores as a Store Associate, where I first learned the value of customer interaction and service excellence. I then transitioned to Redfields Garden Centre, broadening my experience in retail and customer engagement. A stint at Currys PC World as a Sales Colleague further solidified my skills in sales and technology, preparing me for my future roles in Thames Water.In 2014, I joined Thames Water as a Customer Service Helpdesk Agent. This role was crucial in developing my understanding of the importance of quality in customer service. I quickly learned to translate complex technical information into understandable terms, ensuring a seamless customer experience.Evolving within Thames Water, I became a QM Advisor/Specialist Customer Service Agent. Here, I established best practices in quality matters and played a pivotal role in reviewing business quality statistics. This experience was instrumental in honing my skills in data analysis and quality assurance.My career took a significant leap forward in 2018 when I was appointed HelpDesk Manager. Managing a team of 10-15 agents, I ensured the achievement of key performance indicators, handled personal matters, and prepared reports for key stakeholders. This role allowed me to develop my leadership skills and further understand the intricacies of team management.In 2023, I served as the Information Technology Service Desk Team Lead on a secondment basis. I created and implemented a QA scope/policy for the service desk, emphasizing the adherence to processes and policies, and ensuring an excellent IT customer experience.My strengths lie in loyalty, teamwork, communication, problem-solving, and accuracy. Outside work, my hobbies include exploring distant lands, getting lost in a good book, capturing moments through photography, feeling the music, and engaging in various sports. These activities reflect my belief in a well-rounded approach to life, both personally and professionally.