Shaun C. Email & Phone Number

Halesowen, Gb

Birmingham, England, United Kingdom

• Maintaining an overview of the service desk and ensuring the team meets service-level agreements and contractual obligations.• Liaising with clients via email, phone, and in-person meetings to understand their requirements and improve support services.• Collaborating with the Sales team to develop new service agreements, manage renewals, and enhance value for clients.• Actively identifying opportunities to enhance the service offered to clients and internal colleagues.• Working closely with Finance, Sales, Design, and Projects teams to ensure smooth information flow and alignment on deliverables, billing, and support requirements.• Analysing and identifying recurring issues in service offerings and working closely with the Service Team Integrator to resolve them effectively.• Successfully delivered and project managed three significant projects across Asia, including Singapore, Hong Kong, and Shanghai, implementing new technology and effectively managing both general contractors (GC) and clients.• Supporting the transition following the company’s acquisition by shaping the new Client Experience Hub and facilitating the merger of two teams into one cohesive unit.

- I specialise in strategic formulation, performance improvement, procurement, and ensuring organisational compliance. - As a dedicated professional, I am committed to mentoring team members and proactively seeking opportunities to enhance customer service quality by implementing industry best practices at all levels. - With direct responsibility for the repair department and oversight of efficient operations, including procurement, I strive to ensure seamless and optimal business functioning.

West Midlands, England, United Kingdom

Stourport-On-Severn, England, United Kingdom

Fully accountable for driving value and ensuring top quality service within customer engagements, including:- Ownership of cost reduction initiatives with hardware inventory- Driving best practise within the engineering teams to improve first time fix rates + reducing return visits and calls- Co-ordination and management of field base installation engineers- Creation and maintenance of high quality customer support documentation- 3rd party vendor negations and management - Customer success management throughout the complete lifecycle

Stourport-On-Severn, England, United Kingdom

Field based engineer, responsible for for providing high quality service, both field based and remote.Achievements included:- Consistently achieved high first time fix rates- Became an escalation point within the team dealing with complaints and high volume customers

Kingswinford, England, United Kingdom

Field Service Technician.- Managing a print room and building with over 50 MFD’s including Ricoh pro machines to guarantee uptime.

Billericay, England, United Kingdom

Oldbury, England, United Kingdom