Ed Andrew Email & Phone Number

Cheltenham, England, United Kingdom

I am responsible for running implementations projects for new companies that are introduced to our business. This usually involves customers that high value to the organisation or have a complex set up that requires carful management during the implementation stage (ie specific or bespoke technical or operating requirements). I am responsible for coordinating with multiple teams from within my organisation aswell as the customers to ensure all stages of the implementation are met, including, marketing, IT and telecoms and often including senior members managment from both sides. I provide advise and proposals to the customers on the best way for workstreams to run in order to best meet their needs. The role can also involve work with existing customers looking to add or switch from an existing product.

The main responsibilities included Answering queries from the team regarding current operating processes within our Customer Service and Reservations department. Supporting new hires and providing up skilling, coaching and training within the department. Create new process for new and existing products to ensure they are supported in the most effective way both for the customer and the business. Monitoring agents on an individual basis and provide feedback regarding their process and customer service skills. The role also included conducting 121 and group coaching and training sessions to develop any areas that agents need improvement on and rolling out new procedures and processes as well as supporting the team leaders with any ad hoc tasks that need completing.

Responsibilities & AchievementsThis role is based in the general reservation department which involves booking various types of audio based conferences as well as delivering customer support to current clients. I also provided support for our Event Reservations team and event call delivery team with assisting in starting legal telephone hearings and connecting participants to their required conference calls

Bachelor Of Science (Bsc), Psychology And Criminology

Foundation In Project Management Accredited By The University Of Ulster, Project Management