Matt Birt Email & Phone Number

London, United Kingdom

London, United Kingdom

Implementation of MNP functionality globally:• Analysing technical specifications from operators and regulators to define requirements and create development user stories• Supporting agile development for new MNP implementations with development teams• Liaising with regulators, network operators and service providers• Defining and documenting MNP processes (including continual process improvement) for the UK, Germany, Spain, the Netherlands, Poland, the USA, Hong Kong and… Show more Implementation of MNP functionality globally:• Analysing technical specifications from operators and regulators to define requirements and create development user stories• Supporting agile development for new MNP implementations with development teams• Liaising with regulators, network operators and service providers• Defining and documenting MNP processes (including continual process improvement) for the UK, Germany, Spain, the Netherlands, Poland, the USA, Hong Kong and Australia• Supporting in-life processes including escalations to/from other network operators• Ensuring accurate MNP statistical input for executive reporting• Detailed analysis of faults/issues through log file and systems’ investigation• Manual resolution of issues across .Net and Linux environments• Effective participant in cross-functional team activities• Escalation point for customer service departments globally Show less

London, United Kingdom

• Monitoring and developing team members to ensure speed and professionalism of service and adherence to company and customer SLAs • Controlling and monitoring work output across the team via setting and monitoring workflow to ensure all agreed targets are met• Defining and agreeing KPIs & performance goals for all team members, and identifying training needs • Delivering appropriate product/industry development training and regularly assessing progress in performance development… Show more • Monitoring and developing team members to ensure speed and professionalism of service and adherence to company and customer SLAs • Controlling and monitoring work output across the team via setting and monitoring workflow to ensure all agreed targets are met• Defining and agreeing KPIs & performance goals for all team members, and identifying training needs • Delivering appropriate product/industry development training and regularly assessing progress in performance development reviews• Planning, deploying and managing all team member activities on a day-to-day basis• Setting and meeting performance targets for speed, efficiency, professionalism and resolution of all customer enquiries• Reporting periodically against agreed customer service KPIs• Recording statistics and performance levels of staff and customer issues and preparing related reports • Handling escalated customer complaints or enquiries• Organising staffing, including shift patterns and recruiting new staff• Identifying failure to meet SLAs and suggesting process improvement/resolution proposals for occurring issues Show less

London, United Kingdom

• Resolving consumer and B2B customer issues of a technical nature, e.g. SIM card functionality or handset support, or with regards to billing by phone and email (supporting English, Spanish, Italian and French speaking users)• Processing Mobile Number Portability requests for UK and US numbers• Performing fraud checks and processing chargebacks• Executing invoice distribution manually on a bi-monthly basis

Chester, United Kingdom

Global implementation of travel expense solution for 15,000 users• Developing documentation, such as System Requirement Specification addenda, with respect to market requirements and travel policies • Completing User Acceptance Testing to ensure configuration corresponded to markets’ needs • Delivering training to end users and to IT analysts- approx. 100 over 5 month period• Designing and developing new training materials specific to 4 different markets• Establishing… Show more Global implementation of travel expense solution for 15,000 users• Developing documentation, such as System Requirement Specification addenda, with respect to market requirements and travel policies • Completing User Acceptance Testing to ensure configuration corresponded to markets’ needs • Delivering training to end users and to IT analysts- approx. 100 over 5 month period• Designing and developing new training materials specific to 4 different markets• Establishing and enhancing communication interfaces with internal and external stakeholders• Received distinction award for contributions to the BMS Concur implementation project and various awards for excellent customer service and IT skills Show less

Chester, United Kingdom

• Utilising excellent analytical skills and trouble-shooting techniques, determining root causes of problems accurately, quickly, and consistently- Constantly above 70% First Call Resolution• Developing reference materials e.g. language vocabulary lists for new staff and utilising tools effectively and independently• Delivering multilingual training on various aspects of SAP to 200 new users over 3 month period• Working efficiently alone and as a solid team player, communicating in… Show more • Utilising excellent analytical skills and trouble-shooting techniques, determining root causes of problems accurately, quickly, and consistently- Constantly above 70% First Call Resolution• Developing reference materials e.g. language vocabulary lists for new staff and utilising tools effectively and independently• Delivering multilingual training on various aspects of SAP to 200 new users over 3 month period• Working efficiently alone and as a solid team player, communicating in both verbal and written communications with all levels of stakeholders• Member of the Health and Safety Committee• Received distinction award for contributions to the BMS Concur implementation project and various awards for excellent customer service and IT skills Show less

Ba Hons, Italian & Spanish With French, Upper 2:1 (Distinction In Italian)

Activities and Societies: Member of the board for Modern Languages department Peer guiding Studying major in Italian and Spanish and Minor.

A-Levels, French, Spanish And Ict, A, A, C