Franklyn Briscoe Email & Phone Number

Coventry, England, United Kingdom

Coventry, England, United Kingdom

• Contributing as longest serving and most experienced member within first line team of eight staff• Supporting team leader with ad hoc special projects, such as customer software deployments and backups and assuming responsibility for larger and more complex workload by proactively developing own knowledge and skills • Building new starter confidence and capability by providing coaching, training, and on-the-job support as team’s go-to person • Boosting whole team know-how by creating and maintaining knowledge base documents and user guides• Consistently securing high-ranking customer satisfaction scores by providing quality telephone, email, and remote access first line support to office and field-based customer users in UK and Ireland. This involves:o Strengthening customer relationships by ensuring clear, precise, and open communications in providing regular progress updates; handling difficult conversations, and managing expectations, as neededo Driving continuous systems and workflow improvement by sharing feedback with manager and proposing changes • Ensuring correct systems configuration and delivery of all technical expectations by working closely with third-party providers • Enabling customers to maximise software benefits by applying significant product expertise in quickly and accurately determining and resolving issues, working with high-level autonomy. This includes: o Delivering high percentage of first-time fix solutions by taking ownership and working with “get it done” approacho Regularly working on resolution of complex queries by managing email support inbox and requests received o Resolving vast majority of issues at first point of contact, promptly escalating as necessary to second line teamo Running SQL based scripts and analysing data tables to better understand and resolve customer issueso Facilitating further investigation and resolution of complex issues by recording accurate support call details

Coventry, United Kingdom

• Secured IT focused role in recognition of systems expertise following Finance Systems team transition to IT department• Developing systems knowledge and scope of contribution by quickly gaining an understanding of three new housing systems and two additional finance databases• Contributing to cost savings and process efficiencies by partnering with the business in testing, configuration, implementation, upgrade and administration of operationally critical systems and applications• Guiding and supporting end users in applications testing; fully documenting all testing for audit and reporting, correcting and retesting any errors before placing onto live system• Identifying areas for improvement and proposing and implementing innovative and creative solutions.• Supporting accurate business and customer outcomes by maintaining change control procedures documentation to reflect all systems updates• Assigning system access rights in accordance with user role and training through accurate set up and maintenance of user accounts, fully documenting this for audit purposes • Promptly responding to and resolving 2nd and 3rd line user business application incidents and queries; liaising with third party suppliers in respect of all software errors• Ensuring rectification of software errors and response to service requests within service level agreements and updating and maintaining MyIT call handling system accordingly• Increasing users’ self-service capability by creating and maintaining known issue and workaround documents within MyIT, as well as finance process and reporting guides• Managing finance system data currency by undertaking all month end and quarterly processes and all daily, weekly and monthly administration• Supporting management team reporting and forecasting of business objectives by building finance reports

Coventry, United Kingdom

• Enhanced own understanding of and exposure to finance system and key processes, including management reporting, in providing comprehensive system support and training to users business-wide• Enabled service continuity by mentoring and up-skilling team member to fulfil own previous support desk analyst role• Improved service delivery; ensured that support and assistance met specific user requirements and thought creatively and strategically in resolution of problems• Maintained financial ledger information; analysed data; reconciled accounts; and prepared and posted journals• Supported accuracy and efficiency of internal and external audits by providing relevant finance process information in required formats and in accordance with agreed timescales

Coventry, United Kingdom

• Working as part of a dedicated customer service team and acting as the first point of contact for all incoming calls; responding knowledgeably to all customer enquiries in a supportive and proactive manner, particularly in emergencies.• Providing a professional level of service to all customers in the receipt and actioning of a full range of calls, including repair and income calls.• Utilising a range of appropriate customer service communication channels, including social media and email.• Ensuring the maintenance of accurate records and performing general administration to support efficient operations.• Using all appropriate systems when raising new or existing repairs queries and / or dealing with requests for housing and welfare information to ensure efficient and effective customer-centric service delivery.

Coventry, United Kingdom

• Working as part of the Orbit Services Finance Team to ensure best practice adherence and the meeting of service needs.• Providing responsive, effective and efficient first line helpdesk support to staff utilising the group’s finance systems in line with specific business needs and in compliance with agreed service standards.• Providing helpdesk support and user training for the company’s Documotive system; responding to user email and telephone queries.• Interfacing with other Orbit Services teams to ensure effective finance systems operation.• Developing and maintaining up-to-date finance systems skills to enable high percentage of effective first time fix solutions.• Taking ownership of the resolution of higher level technical incident calls within agreed service level parameters.• Developing and writing finance system generated reports to meet specific customer needs.• Ensuring maintenance of data integrity and system security by providing training and support to finance system users.• Proactively identifying and effectively managing risks; taking appropriate actions to ensure that all finance systems activities operate within a suitable internal controls environment.• Forging and maintaining good working relationships with internal and external customers, suppliers and service providers, including liaising with service providers to ensure maximum service availability group wide.

Coventry, United Kingdom

• Processed all financial transactions and invoices received in compliance with agreed formats and deadlines. • Provided support and assistance to customers in relation to payments to ensure that these were made in accordance with agreed terms. • Scanned all unapproved invoices onto the internal Documotive system and forwarded these for approval.• Completed weekly and monthly reconciliation of control accounts, investigating and clearing any outstanding items, and provided to transactional services manager for review.• Produced and issued debtor ledger invoices and aged debt reports.• Investigated and corrected missing or mis-posted transactions, advising housing management staff as necessary.• Supported the work of internal and external auditors through the provision of accurate and timely information.

Coventry, United Kingdom

• Cashed up - Checked the tills - Counted money.• Reviewed guest feedback on the staff, the facilities, and services the pub provides.• Handled all complaints and ensured the guests are content with the outcome.• Arranged the employee timetables with regard the individual's ability and the demand of the pub.• Provided a friendly atmosphere while the guests are in and around the pub.• Worked under pressure while having to maintain the pub's high standards.• All other pub based tasks.

Coventry, United Kingdom

• Raised invoices and allocated credit notes to supplier accounts.• Matched BACS remittances and allocated cheques, BACS and credit notes to the sundry debtors ledger.• Reconciled sundry debtor aged debt on a daily basis.• Collaborated with and assisted the sundry debtors credit controller in the resolution of sundry debtor queries.• Ran daily, weekly and monthly finance reports for the management team.• Provided ad hoc assistance to head of financial accounting and control manager, as required.• Banked cheques.• Confidently used all required financial software systems

Coventry, United Kingdom

• General support to the accounts department.• Admin tasks.• Reconciliation of petty cash and bank accounts.• Financial reports for management.

Coventry, United Kingdom

• Resolved complicated customer queries.• Ran - Daily / Weekly / Months Reports for management.• I shared responsibility for arranging engineering work schedules.

Aat

• AAT Foundation (Completed May 2008) • AAT Intermediate (Completed June 2009)

8 Gcse'S A - C'S