Johann Agius Email & Phone Number

Marsa, South Eastern Region, Malta

No. 45, Hardrocks Business Park Wied Il-Ghasel, L/O Naxxar Nxr 6345, Malta

Vodafone Malta Limited

Duties while in this position:- On-site support and single point of contact for IT departments of Enterprise, Business, MITA, MEDE and high profile clients - Manage VSDM (AW), mobile device management platform, VF-MT interface administrator providing remote and onsite support - Trouble ticket escalation to Global Acceptance (Remedy)- Set-up of “On-Board” Training for the Commercial Department (Customer Care & Retail)- The Vodafone Way of Retail - Training- Contribute, define and execute the Customer Experience Strategy to all touch points within the Customer Experience Team- Manage and drive new ideas with innovative methods and techniques in order to deliver the necessary improvements across all customers touch points- Seek the buy-in and guide the channel owners and different stake-holders across the organisation in introducing changes in their respective areas. - Ensure that adequate tools are available across all touch points when new products / services are introduced, in order to deliver the expected Customer Experience.- Provide Customer Experience in-sight and reflect the experiences of all Vodafone front-liners to highlight potential customer turn offs as early as possible during the product life cycle.Goals achieved:- Delegate for Project Management of training programmes- Manage the new customer experience retail program and Learning & Development- Entrusted with the ‘One Tablet per child Pilot Project` (end to end) Support & Training- B2B sales for learning management systems- Proprietor for internal WIKI (repository)

Vodafone Malta Limited

Duties while in this position:- Set-up of the data support department - Communicating troubleshooting tactics and best practices to the team, demonstrate sell and cross sell Data Services associated terminating equipment.- Meetings with current and prospective customers for device / solution consulting- Manage on-site support for Enterprise, Business and high profile clients- Effectively communicating development during fortnightly team meetings and communicating troubleshooting tactics and best practices to the team- Testing new products / devices /peripherals for local market use- Troubleshooting second and third level data issues- Provide progressive data support to customers and Vodafone - Research in relation to mobile data services and devices, technological or otherwise- Manage walk-ins of customers who require assistance or have queries related to Data Products/Services.Goals achieved:- Blackberry Enterprise Server Administrator - Team Leader of 5- Administrator on various internal systems and platforms- Worked commendably with IP Networks Department and NOC - Train and coach front-liners, sales and new employees on Vodafone platforms and systems; ensuring that the team reaches and maintains a basic level of data support literacy.

Vodafone Malta Limited

- Troubleshooting problems- Open customer reporting accounts by recording account information.- Maintains customer records by updating account information.- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.- Recommend potential products or services to clients (Next Best Activity/ Upselling)- Contribute to team effort by accomplishing related results as needed.- Research in relation to mobile data services and devices in order to remain abreast of relative developments (technological or otherwise).

Education record

Diploma In Food & Beverage Studies, Food Preparation, Prodcution And Service

Education record

Education record

Education record

Masterchef Diploma Iqf Lv5, Food Science And Technology