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.

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.

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.

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.

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..

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.