As a Customer Delivery Specialist I am responsible for placing the customer at the heart of what we do.As a member of Customer Delivery and Innovation, we are responsible for the enablement and optimisation of Vodafone’s internal processes, and driving engagement across our Build, Sell & Run capabilities.We work to deliver an end-to-end Customer Focus and drive lasting confidence in Brilliant In-Life Services, working in close partnership across our Global Communities in:• Service Desk, • Service Transition, • Knowledge Management, • Service Design, • Deal Governance• Success ManagementAs a critical part of our UK _VOIS footprint, we will otherwise support in covering any contractually committed UK support, particularly with reference to Service Transition.

Lead within a family of 60 advisers driving performance on the company's KPI's. Support staff with their day to day duties and responsibilities through coaching, calibrations and development. Ensure advisers have the support and tools required for the role as well as offering care and guidance when required.Facilitate HR meetings from Absence & Perfomance Management through to Disciplinaries.Investigate and resolve customer escalated complaints pragmatically through to resolution adhering to company policy as well as doing what's right for the customer.

I managed a team of Social Media Specialists that provided oversight, escalation and real time responses to customers who interacted on Twitter, Facebook and other Social Media platforms. I influenced and directed my team through regular 121’s, coaching sessions and quality checks, ensuring KPI’s were met and excellent levels of service were achieved. I dealt with high level complaints, managed incoming traffic, ensured VIP customers were treated with due care and prioritised queues based on business needs. I developed brand awareness and managed brand reputation in accordance with the internal policies and the ‘brand tone’.

Handled broadband faults to resolution. Used Remedy to manage customers fault tickets, completing additional testing and make decisions at a business cost to resolve faults for customers. Self managed workload and worked to KPI's.

Subject matter expert working with Project and Programme managers to create, test and train processes as well as feedback on the product.

Handled front line queries, complaints and customer service for Vodafone's Fixed line and Broadband department.Worked to set KPI's based upon NPS, Quality scores and call metrics.

Worked serving customers part-time while at University. Focused on both individual and store level sales targets. Trained new staff and consistently achieved KPI's above target.

Worked in customer service. Supporting customers as required and working towards store KPI's and targets. Focused on delivering high levels of customer service and engagement.