Mark Phillipson Email & Phone Number

Blackburn, England, United Kingdom

In addition to the role I carry out as a Global Escalations LeadContinuing to lead a team of dedicated customer solutions coordinators.Analyse and review business processes, identify areas of improvement or change to drive customer excellence.Develop and plan roadmap for releases and changes. Liaise with key business stakeholders in order to drive product and system efficiencies.Deploy strategic, critical out of the box thinking in order to solve problems large and small.Develop, publish and present review documentation.Carry out testing on solutions to ensure the best integration into the business.Create technical publications / documentation.Be the voice of the customer in discussions with Product management and key business stakeholders.Carry out breakdown of SalesForce in order to better implement effective solutions and changes to improve business processes.Create and draft Salesforce components.Manage 7 globally diverse / located team members ensuring business needs and SLAs are met. Carry out QA, 121s and coaching sessions to ensure team members continued development and advancement. Delegate priority customers and issues to appropriate team members to ensure faster resolutions.Liaise with product and other business areas to ensure departmental processes and targets align with the wider business needs.

Blackburn, United Kingdom

Be a mentor to other Global Escalations Specialists.Ensuring processes and procedures are kept up to date and constantly being reviewed and updated to move with changing market conditions or products.Be a point of contact for product management teams.Deal with the more complicated technical issues that may occur with Promethean products that the technical support agents cannot rectify.Using logic, questioning, and a methodical way of working in order to diagnose and resolve customer problems.Communicate via email, telephone, social media, Skype, or in person in order to determine most efficient solutions and plans.Logging customer software improvement requests and bugs into development databases and keeping customer up to date with developments.Follows methodical testing regimes in order to replicate customer environments and setup.Fully proficient in Windows, Mac, Linux, iOS, Android and Chrome OS. In particular troubleshooting complicated issues and occurrences.Highly experienced user of macOS and the full Microsoft Office suite of applications including Word, Excel, Sharepoint, Planner.

Blackburn, United Kingdom

Dealing with the more complicated technical issues that may occur with Promethean products that the technical support agents cannot rectify.Using logic, questioning, and a methodical way of working in order to diagnose and resolve customer problems.Communicate via email, telephone, social media, Skype, or in person in order to determine most efficient solutions and plans.Logging customer software improvement requests and bugs into development databases and keeping customer up to date with developments.Follows methodical testing regimes in order to replicate customer environments and setup.Fully proficient in Windows, Mac, Linux, iOS, Android and Chrome OS. In particular troubshooting complicated issues and occurrences.

Blackburn, United Kingdom

Managed the technical support teams to set KPI's providing coaching and training on the various products that Promethean sell and providing additional technical support when requried.

Bachelor Of Technology (Btech) Sports Science, Distinction

Bachelor Of Technology (Btech) Sport And Fitness Development, Distinction