Hayley O'Shea Email & Phone Number

Honda

Bristol, United Kingdom

Downend

Booking and re-scheduling appointments for GPs, Practice Nurses and all healthcare staff, via front desk and telephone.

Online maths learning for children to access at home.

• Providing the first point of contact for clients to assist with queries, training or reporting website and CMS issues.• Ensure that all customers receive an efficient, professional high quality support service in accordance with the company’s service level agreement.• Effectively handling escalations or complaints regarding all aspects of the support service and ensuring these were kept to a minimum.• Managed Change Request and Release Management processes for small projects and Support issues, including QA and UAT phases.• Train and mentor Support Team members to learn skills and gain knowledge in order to provide excellent quality support.• Work very closely with the Account Management team to ensure that the Customer Support team as a whole provided an efficient and effective service at all times.• Undertake One-to-one monthly feedback meetings and annual Personal Development reviews with team members to enable individuals to control and take ownership of their career development.• Liaise with Sales, Community Management, Project Management, Development, Implementation, and IT/Operations teams to provide full, informed and timely communication to internal and external clients.• Implementation of Service Improvement policy and processes• Pro-actively analysing the work undertaken by Support and identifying ways in which repetitive calls can be reduced or eliminated.• Implementing solutions to the customers’ best advantage and ensuring the call resolutions meet the working and business practices of the client.• Accurately resolve problems by using investigative skills and taking into account the clients business and operational practices.• Produced monthly management reports for both internal use and client facing meetings.• Project management of initial phase of the introduction of a new internal CMS platform.

Providing in-house ERP software to distribution companies in several vertical markets including Builders Merchants, Timber Merchants, Bathroom SuppliesThe primary focus of this role was to assist customers with problems and queries relating to the bespoke Kerridge Software after their system had gone live, by accurately resolving complex problems using investigative skills or using analytical, technical and programming skills following programming guidelines. As Senior Consultant I also undertook the training and mentoring of junior consultants within my team to aid them in resolving queries and gaining knowledge of the system and software.