Marcus Williams Email & Phone Number

Bristol, United Kingdom

Bristol, United Kingdom

TC Office is a successful and dynamic B2B company, that sale and develops office furniture. My role within the company is to:•Manage the Product Development team.•Travelling overseas to visit suppliers and develop potential designs/prototypes.•Creating and delivery of training material to the whole company.•Assisting TC site engineer team on site visits and helping them to rectify any product issues they may have.•Helping TC installation team on large project installs.•Assist in the development of marketing strategies across the group specific to brands, ranges and group businesses.•Negotiate pricing with our overseas suppliers taking into consideration raw material pricing and economic changes.•Update, refresh and develop new products and new markets for our customers within the Office Furniture Industry.•Identify the areas that need further development working with overseas factories to develop new products from the initial stages through to production.•Support our suppliers with technical information on our product portfolio and assist them with any customer queries. Monitor the product specification to ensure continuity throughout its life and update the team with regular progress reports and sales figures.•Development of marketing content within the business e.g. product catalogues, flyers, range brochures.•Attending and managing product photography shoots.•I was fortunate enough to be Awarded Employee of the Year 2013.

To update, refresh and develop new products and new markets for our customers within the Office Furniture Industry. Identify the areas that need further development working with overseas factories to develop new products from the initial stages through to production. Support our suppliers with technical information on our product portfolio and assist them with any customer queries. Monitor the product specification to ensure continuity throughout its life and update the team with regular progress reports.

3 month secondment role – assisted in the ‘Everything Everywhere’ joint mergerResponsible for managing all aspects of Service UAT work, by identifying all necessary test activities at the requirements stage of a Project or Service Improvement activity. Required to form an appropriate test plan (This will include a scope, Test Scenarios, Test Environment requirements, appropriate Test Data and any supporting documentation, devices or technologies) and execute detailed scripts to fully establish the potential impact any deliveries will have on Front Line Customer contact centres, back office support and related technologies. Any defects which are identified at the execution stage are categorised and prioritised for investigation by UAT. Results of testing are documented and reported back to the Project Team for analysis, focusing upon accuracy and quality. Potential of defects must be explained in detail, to enable Senior Management to make key go-live decisions.

Responsible for the technology road-map and performance analysis for Service, both future and existing, within the contact centres, identifying issues and opportunities for improvement and being the key liaison point with IT&N and any relevant third parties with whom Service has direct relationships. Achievements include:• Successfully delivered numerous changes into Service, implementing training, communications, Guru Improvements, process documentation, helped develop and support technical software. Projects include Single User Fault, Nokia Push and Strategic email, Merlin and Otis changes.• Management and development of the Technology Roadmap for Service including system evolution planning• Established and worked frequently with a group of Customer Service Agents to understand contact centre system performance, issues, side-by-side monitoring and more.• Facilitated escalations and change strategies to resolve project risks and issues, particularly technical issues to ensure the successful delivery into service.• Designed and successfully launched the ‘System Survey’ for all agents within Orange to complete electronically in order to target improvements and employee satisfaction. A total of 3,300 agents onshore and offshore completed the survey compared to 1,100 agents in 2009.• Represented team and Service at cross functional project meetings and other forums; including Operational Boards, Change Control Board and regular offshore calls.• Arranged and managed work shops to small and large audiences

Assisting internal and external customers with technical faults with the mobile network and complicated handset issues. I obtained full understanding of systems and processes, policies & procedures, Terms & Conditions and a comprehensive back-log of knowledge in Orange, Mobile and Broadband. Assisted Team Manager with various duties and ensuring SLA’s were met. I was given the opportunity to Champion the re-design of “Guru” to peers within the call centre environment.

After working for WP Display I worked for LV Travel Insurance in their sales team, which I thoroughly enjoyed and was able to further build upon my sales skills (Inbound and Outbound sales).Accomplishments included:• Over achieved in monthly targets• Awarded highest ‘Travel Insurance seller’ in the company in my 3rd month of starting at LV • Awarded highest number of ‘Product Cross-Sells’ in my 3rd month in order to retain customers so that their requirements are fully satisfied and to contribute personally to the growth of the business.I left Liverpool Victoria to pursue an opportunity within Orange Network and Devices team.

Working for WP Display has given me the vital opportunity to utilise the skills learnt at university and build on them in the business world. I have been heavily involved in the design process creating a full range of display solutions for customers. From design briefs I create innovative solutions and produce concept designs using Solidworks (CAD). As my experience has grown I have been asked to select materials, prepare production concepts and work closely with buyers to source and distribute products to the customer. I believe working in a small company has quickly advanced my knowledge and given me much higher exposure and responsibility. I am able to prioritise and organise my work under pressure to deliver effectively and efficiently to challenging deadlines. I have been entrusted to take a more client-facing role, meeting customers and visiting sites. This required health and safety training which I completed successfully (I became a H+S representative).

2.1, Ba (Hons) Product Design

Activities and Societies: At University I learnt a variety of 2D and 3D design packages: Photoshop, Corel Draw, Auto – CAD, Solid Edge.

2.1 Ba (Hons) Product Design

Activities and Societies: Football, Rugby and Running. Was voted School Captain for Marlwood School 6th Form.