Guy Franklin Email & Phone Number

London, England, United Kingdom

• Running a small newly formed team of 3 looking strategically at where we can improve the customer experience.• Strategy definition and plan execution, running multiple teams collaborating all parts of the organisation • Defining ideas with key stake holders • Set process and standard practices across the Business Unit.• Design and execute continuous improvement programmes • Owner of strategic programmes (company-wide)

London, England, United Kingdom

• Managing a global support business 24/5• Point of escalation for mission critical issues • Active stakeholder on strategic initiatives and collaboration with Internal stakeholders • Creator and lead on “Get Well” plans for the teams and customers • Managing a team of 16 globally • Performance management and motivate the team’s performance

London, United Kingdom

• Manage the Escalations from customers • Set up communications and set customer expectations with software defects • Get Well plan and agree with the customer and internal stakeholders on solutions • Attend all escalation calls and write up the next actions, making sure these are adhered to • Global escalation point and lead internal teams for solutions • Support Directors and other managers in the support organisation

• To undertake full Management responsibilities for 16 people within the support environment• Design and Implement the Support Processes and Structures both for the Company and our Customers (Call Logging System, SLA’s, KPI’s and process review documentation for our Scope of Operations) • Participate in a wide range of Management decisions and process within the Support/Business Arena on a global basis• Produced all and design the structure reporting pack of Statistics for the global support group now used as a monthly pack measuring all the support’s KPI’s and SLA. • To Manage all team members career opportunities within the company and undertaking reviews, regular appraisals and team meetings as well as Management working groups.• To motivate the teams to greater heights so top results are achieved• Contact point for any escalations by clients on issues unresolved 24 hours a day• Also an Account Manager function for major accounts with regular face to face meetings with Household names such as Superdrug, QVC, Blacks the outdoor group and ASICS..

Farnborough, England, United Kingdom

• To undertake the responsibility of the support Issues for the team to a timely and acceptable resolution. To communicate to the customers how their issues are progressing with development and make sure all are informed on a timely manner. Testing of defects and new releases of the software.

Farnborough, England, United Kingdom

• To make sure that the team delivers against the company’s Service Level Agreements (SLA) and the agreed time scales• Customer escalation point of contact • To undertake the Statistics for the whole of support globally so management can base decisions on timely data. Also ensure all shifts are resourced correctly

• To create and advise new budgetary models to cope with the budget information for the forthcoming year and analysis of the previous years data.• The production of a divisions billing procedure and collating the Information for it, by Forecasts and Actuals.• The on going Support of Sun and Vision Software. • The on going Support of their Time Sheet System.

Innsworth, England, United Kingdom

• To look at all the current processes and procedures regarding Sun Systems and Vision Software to undertake and advise new processes and procedures that can be easily implemented.• Document a new user guide manual, train all users, trouble shoot all issues raised. • To act when required on any Accounting Work such as Branch Analysis, Vat Returns and Monthly Management Reporting, and any task asked by the Squadron Leader for meetings or presentations. (Please note The RAF was a contract Role only)