Joseph Mould Email & Phone Number

Stevenage

Stevenage, United Kingdom

Founded in 2012 Full Metal Roller Derby is the UK's very first Co Ed Roller Derby Team, comprised of Male, Female and Mixed sex teams.

Moorgate, London

As a Team Leader at Plan-Net Plc I worked with a team of senior service desk agents on the flagship account for international law firm Simmons & Simmons.Similar to previous Team leader roles I was responsible for ensuring all operational targets were met. This role was heavily focused on people management requiring me to develop staff as well as encourage best practice and team moral.

Stevenage, United Kingdom

As a Team Leader within Service Desks I have had the experience of three different accounts, Post Office, Defence: BIS and DECC, and the FSA providing support to Front and Second line staff members. I pride myself on my Customer Service skills and my ability to inspire my team to provide excellent service in all situations, adhering to OLA’s, SLA’s and key KPI’s. Maintaining regular team meetings and career focused appraisals with my team members. Where resolving teams were unable to meet our SLA’s I then manage all escalations and ensure that issues are resolved as quickly as possible, engaging various resolving teams and encouraging for them to work together and resolve the incident using ITIL ideologies and LEAN practices. Within my current role I am able to identify key areas of improvement and make suggestions for improvementI currently provide desk tours to prospective customers, and communicate with various levels of the Business, including Sales Teams, Senior Management and Marketing Teams. Key Skills:- Incident Management- Problem Identification and Management - Strong knowledge of Microsoft Excel - Strong knowledge of Microsoft PowerPoint- Management of user accounts (Active Directory)- Excellent understanding of the processes needed to operate an effective service desk - Creating and reviewing reports to display relevant information. - Proven background in managing a productive service desk - Receiving and logging customer calls/emails into a call management system - Process mapping and documentation for the service desk

During my time as a LEAN Champion I was part of a team delivering LEAN tools and skill sets to one of the largest UK service desks. The deployment on the Post Office account required a shift into LEAN culture and the implementation of practices. Whilst deploying on Post Office I was responsible for training a desk of up to fifty agents on LEAN tools such as Communication cells, Workplace Audit and Standardisation. Upon the successful completion of the rollout on Post Office the work of my fellow champions and I allowed the account to be viewed as a Flagship for all service desks and has been heavily used as a showcase for new customers and contracts.

During my secondment I was given charge of the Rural and Outreach services of Post Office ltd. This role required me to tackle a complex and very sensitive area of the account whilst working in partnership with both the live services teams of Fujitsu services and Post Office. Whilst on his secondment I strived to improve the service offered by Post Office to its customers by working on various projects as well as taking personal ownership of problems in an effort to bring them to a successful conclusion. The role required me to manage my own time and projects whilst working very closely with the customer.Skills First point of contact for all issues relating to Rural and OutreachProblem SolvingAnalytical skills were required for analysis of vast amounts of dataSmall scale project management based on the results of Problem Solving TasksAttending customer facing reviews

Whilst working on Reconciliation services for the Post Office account I was responsible for compiling various reports within the agreed SLA for the customer as well as rectifying incorrectly processed transactions. The role required me to work independently and take personal responsibility for the reconciliation services of the live service team. Proactively monitoring reporting toolsHighlighting errors within data bases and reportsSelf motivation was a key skill required for this role based on the independent nature of the role.First point of contact for errors within the Post Offices transactions database.

Monitoring Agent KPI's Adhering to and enforcing contractual SLA's Ensuring agent availability; Using my interpersonal and strong communication skills, I was the first point of contact for a specified user, advising and diagnosing technical through faults. This required me to develop excellent listening and analytical skills. Utilising the tools and knowledge gained in order to process or resolve the issues and requests reported by the customer in a timely and professional manner. Responsible for the management of all issues recorded by myself within the Call Management Database and followed all problems through to conclusionI was also and continue to be a member of the Training Department on the Desk training new members to the High Standards expected of my employers and helping the new starters progress offering support throughout their employment also. Stepping into my Supervisors role when he was not available was also a core part of my role as a Customer Service Technician; I gained valuable team leading experience due to this.Key Skills: Act as the first point of contact for a specified user, advising and diagnosing technical through faults. Excellent listening and analytical skills. Utilise the tools and knowledge gained in order to process or resolve the issues and requests reported by the customer in a timely and professional manner. Responsible for the management of all issues recorded by myself within the Call Management Database and followed all problems through to conclusion.Desk Trainer for New Starters and ongoing training Secondment Opportunities