Natalie Capewell Email & Phone Number

I am the Community Director of Vigo Software, providing Logistics Software Solutions to the UK market place. I am responsible for all processes relating to users/client interactions across the business ensuring best practice methods are applied and act as the face and voice of our brand while managing all community communications.I manage and coordinate urgent and complicated support issues and act as escalation point for all requests and incidents. I am responsible for delivering departmental sales targets through effect marketing campaigns, improved service provisions and continual user (Client) utilisation of Vigo’s products and services.Our Products - Transport Management Software - Warehouse Management Software - Driver EPOD and ETA handset software - Client Cloud Portal - EDI and Pallet Network Integration - Managed IT Services

Redditch

Managed the performance of technical support to customers and ensured that services levels were achieved overseeing 100% of the requests, incidents and problems. Responsible for managing and coordination of urgent and complicated support issues. Acted as an escalation point for all requests and incidents and developed and improved phone/ticket escalation processes to ensure free flowing information within the organisation.

Managed incidents and customer requests from receipt to resolution and closure ensuring service level agreement targets are met. Responsible for the initial diagnosis of all incidents and either resolve to the customers satisfaction using documented processes and procedures or escalate to Second Line Support or Application Support using agreed processes. Received and logged calls on behalf of customers using our IT Service Management tools ensuring accurate data entry. Managed incidents, requests and problems in line with the incident management, request fulfilment and problem management processes and local procedures.