James O'Donnell Cemap Email & Phone Number

Leeds, Gb

Leeds, United Kingdom

Harlow

Harlow Essex

The Retail Technical Specialist (O2 Guru) role had many challenging aspects across several areas it allowed for development of my several skills; technical, managerial and training were the main areas in which I grew during my time as a Retail Technical Specialist.Personal improvement: Working within communities to provide support and solutions to technical problems, teaching as using jargon free language to ingrain a deeper understanding of the devices and tools that were causing issues. This allowed for training in areas that are most important if not the most glamourous such as helping to improve understanding of security options like 2FA and stronger unique passwords. Proactively safe guarding personal and business data to protect in the event of a theft, loss or damage which provided a genuine peace of mind for people in certain areas.Personalised Service: Some solutions required knowledge and techniques that had to be designed on the spot such as data recovery and data perseverance, these developed a reputation and acknowledgement of the work done within the role.Managing: By collaborating with the 400 plus colleagues in my field from across the country I improved the service offered by sharing and collating not only my own but others best practice. Utilising CRM systems to give customers the best experience while also allowing for detailed statistical tracking offering insight on areas that could be improved. Managing an area of 17 stores to provide help and support; in rolling out best practices, engagement, availability and community involvement.Training: To keep a high standard of product knowledge and technical skill, product training as well as common technical problems were taught and distributed on a regular basis with a focus on developing colleagues own curiosity to push them to learn more than what was offered to gain a larger view.