Michael Collison Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Australia

Glasgow, United Kingdom

• Dedicated Incident Manager to the the public and government sector. Task and responsibilities
• Delivering great customer experience and demonstrating Vodafone’s core business believes
• Manage and support high priority incidents on the DWP Vone C account
• Pro-active escalation management
• Review the effectiveness of the incident management process and procedures and makes recommendations
• Completes monthly reporting and trend analysis

Glasgow, United Kingdom

Livingstone

• Task and responsibilities
• Building a strong relationship with other parts of the business and key stakeholders
• Delivering great customer experience and demonstrating Sky Values and leadership behaviours
• Provide real time support to field engineers and escalated customer issues
• Putting the customer at the heart of everything we do
• Deal promptly and effectively with all requests and solve all engineers issues within SLA’s

Glasgow, United Kingdom

• Task and responsibilities
• Being the first point of contact for home broadband, mobile broadband, home phone and smartphone technical issues.
• Delivering a fantastic customer experience and always striving to resolve issues on the first contact
• Managing my own work load and always ensuring KPI’s are continually exceeded
• Creating and updating department SOP’s
• Managing stats for email and chat support team

Glasgow, United Kingdom

• Task and responsibilities
• Working in a sales target driven environment consistently achieving and exceeding agreed targets
• Promoting3’s products and services, and tailoring them to customers after com-pleting a needs analysis
• Supporting team in team leader’s absence. This involved taking team meetings and taking escalations from irate customers Skills attainted
• Able to negotiate with customers and retain their custom
• Developed the confidence to step up into a deputy team leader role