David Wheatman Email & Phone Number

Results-driven and customer-focused professional with a proven track record of delivering outstanding customer experiences in an office IT environment. Adept at stakeholder management, process improvement, and technical support. Demonstrated ability to lead change, influence performance, and enhance customer engagement. Committed to continuous improvement and exceeding expectations.KEY EXPERIENCECUSTOMER SERVICE & ESCALATION MANAGEMENTGiving a high standard of service to all customers, investigating customer escalations & complaints with a primary focus towards going above & beyond, to uphold customer satisfaction, ensuring all actions are followed up in a timely mannerINCIDENT MANAGEMENTProactively looking to drive any issues that do not have a clear path of resolution, resolving bespoke, configuration and hardware problems & ensuring suppliers adhere to timeframes set in underpinning contracts.TECHNICAL SUPPORTSupporting team members & the wider department on a daily basis with technical issues, talking customers through technical incidents to gain an in depth understanding of incidents and problems to ensure we can get to a resolution as quickly as possible,STAKEHOLDER MANAGEMENTEngaging third party suppliers & other licensed operators on a daily basis to resolve issues, providing efficient and detailed reporting for all levels of management,PROCESS IMPROVEMENTDriving continuous improvement of all functions & processes within service operations, this includes implementing plans, workarounds and suggesting changes to ensure value & standard of service is upheld.