Myra Bryce Email & Phone Number

Stevenage, United Kingdom

The job role includes providing technical support and the necessary customer care in maintaining B2C customers, supporting Talk Talk customer services in escalations and provide tuition in support diagnostics. Working with customers to resolves issues around service delivery of Talk Talk products.Provide support through tuition, coaching and mentoring for Talk Talk contact centers Working and liaising with the complaints team to make sure all SLA are met I also deal with 3rd line technical issues from staff membersLooking at the process and how this can be improved for a better customer experienceManaging Team in managers absence and dealing with any issues which may occur in managers absenceTraining team so that they have a better understanding of any new work processes

Stevenage

I was responsible for investigating line issues and authorising disconnections based on line profile or setting up new accounts when required. Tracking, resolving and managing customer issues logged with BT through our in house BT Eco Fault reporting tool. Handling WLR issues, dealing with telephony faults. Other duties were acting as a link between our in house Engineers, Customer Care and the Technical team. Resolving of tickets raised through our Siebel database. These were related to customer issues, whilst handling escalated calls also related to out VOD service or database issues, which had to be escalated to our Helpdesk. Assisting, Supporting of our Field Engineers and also authorising engineer visits or closure visits via our ticket administration tool.

Airdrie Scotland

I was responsible for managing a small team of 10 advisors who were responsible for various claims and orders from our customer base. Other duties I performed were resolving customer complaints, which had to meet the company minimum SLA. Furthermore I was responsible for the planning of annual vacation, absenteeism and the daily time sheets. Team performance, call centre targets and resolving complaints and issues in a diplomatic manner between management and my team.