Providing thought leadership to our customers using multiple products across Vodafone UK. • Lead in a technical and service management consultancy role throughout the product and customer lifecycle: e.g. early life support, in-life operations, customer on-boarding.• Provide strong operational management and drive technical/systems & process improvement activates to successful conclusion• Represent the technical solution at customer review meetings and assure all services… Show more Providing thought leadership to our customers using multiple products across Vodafone UK. • Lead in a technical and service management consultancy role throughout the product and customer lifecycle: e.g. early life support, in-life operations, customer on-boarding.• Provide strong operational management and drive technical/systems & process improvement activates to successful conclusion• Represent the technical solution at customer review meetings and assure all services management KPIs are adhered to. Implementing new improvement plans wherever they are not met.• Managing escalations up to senior stakeholders and C-level management.• Strong developed relationship skills with both internal and external teams (virtual teams) to deliver on the customer requirements and work in a proactive style to anticipate internal and external challenges, requirements and opportunities. Show less

A “technical champion” for nominated customers, representing the customer’s interests internally, and supporting Sales and Service Management in customer delivery.Identifying new service improvements and enhancements and being an integral part of that process. Supporting nominated 3rd Line customers technical requirements at all levels and in association with other business units where necessary, providing direct technical liaison for customers where required.A point of… Show more A “technical champion” for nominated customers, representing the customer’s interests internally, and supporting Sales and Service Management in customer delivery.Identifying new service improvements and enhancements and being an integral part of that process. Supporting nominated 3rd Line customers technical requirements at all levels and in association with other business units where necessary, providing direct technical liaison for customers where required.A point of escalation for real-time issues and lapse-time investigations, and assume the lead during major fault work.Utilising my experience of IN, ICM, NIVR, lookup databases and an understanding of IVR, ICM technology, call flows, capacity, availability and release management. Main responsibilities involve: • Identify and manage technical customer service enhancements or improvements using the appropriate procedures and tools• Liaising with technical design and support teams to validate work and drive improvements• Pro-active Reporting for other business units on service performance, or in response to major faults, platform reviews or as part of on-going continual improvement program• Act as a technical consultant throughout the lifecycle of services taken by the nominated customer, assisting with operational readiness and integration as required• Take ownership, technically, for the quality of delivery to the nominated customer• Manages the Release plan, with vendor changes, upgrades and fixes Show less

Consulting to all Aviva General Insurance businesses, over multiple locations both onshore and offshore. Providing design and delivery using Cisco ICM and associated call centre technologies.Working within the Aviva Telephony Management Team, having responsibility for in excess of 12000 telephone users, either through our in-house Softphone or Cisco CTIOS Softphone within 7 Centres of Excellence, of which 3 are 24/7.Within my consultancy role I support main stream projects, either in… Show more Consulting to all Aviva General Insurance businesses, over multiple locations both onshore and offshore. Providing design and delivery using Cisco ICM and associated call centre technologies.Working within the Aviva Telephony Management Team, having responsibility for in excess of 12000 telephone users, either through our in-house Softphone or Cisco CTIOS Softphone within 7 Centres of Excellence, of which 3 are 24/7.Within my consultancy role I support main stream projects, either in the form of consulting, designing, UAT and or deliverance. Show less