Delivering service excellence for my customers whilst, diagnosing and resolving customer issues and proactively identifying and implementing service improvements. Working with teams across BT, as well as our vendors/partners and interact directly with our customers.Resolving service issues across all Voice Platforms globally. Translating customer feedback into service metrics. Maintaining ongoing communication with stakeholders. Proactively identifying and implementing service improvement. Implementing post incident improvement action. Providing clear and effective communication, upstream, downstream and my customers. Continuous self-driven development. Data driven decision making as well drawing on data and analytical techniques where appropriate and communicating this to business audiences.

Working within the billing department acting as a first point of contact for customers dealing with customer queries which requires extensive knowledge. Coaching and developing new entrants within BT Consumer. Cover managing teams of FTE 18 on a daily basis for 18 months’ following on from a successful 6 months within the business as a SME. Preparing system reports, creating detailed timelines, delivering key performance metrics, performance reports on a monthly basis. Acting as a first point of contact for my fellow team members as I am Care Lead. Dealing with complex complaints as I am Lead for complaint handling / Net Promoter Scores and First Contact Resolution across the Billing Department.

Woking on product department main duties involved stock replenishment on department, promotion changes and sorting through and splitting deliveries. Quality control checking for freshness to maintain customer satisfaction. Liaising with the store manager/ departmental manager to support colleagues in other areas when required.

Coaching and developing team of FTE 12 on daily basis. Dealing with emergencies on Site and co-ordinating with emergency services. Monitoring CCTV to ensure that the integrity of the Emirates Air Line Cable Car is intact, preventing any breach of Security, overlooking any vulnerable points. Dealing directly with TFL, DLR, MET police, British transport police and DCC. Preparing Incident Reports, creating detailed timelines during incidents to be forwarded to Senior Management Team, TFL, DLR, MET police, British transport police and AOS. Working in a fast-moving environment for the EAL Cable Car function in London.