Neil C. Email & Phone Number

Rochdale

As the Manager of Technical Support at Zen, I am responsible for delivering award-winning service to our vast retail customer base of c.120,000 individuals. Under my leadership, a team of 5 team leaders work together to ensure that our customers receive unparalleled service through empowered, consistent, and engaged management.Reporting directly to the Head of Technical Support, I am proud to lead a team of dedicated 1st and 2nd line technical support staff who are committed to delivering exceptional results. Through my efforts, I have demonstrated why Zen's customers are willing to pay a premium for quality service.In order to deliver on Zen's promises of Happy Staff, Happy Customers, and Happy Suppliers, I have set challenging goals that prioritize quality and efficiency. I am committed to achieving these goals by driving performance improvements, closely monitoring KPIs, and empowering my team to deliver their best work.My focus on delivering exceptional results has been instrumental in driving growth and success for Zen. I am proud to be part of a team that is committed to delivering best-in-class service and support to our customers.

Rochdale

Taking the lead in creating compelling and profitable propositions for Zen's residential customer base.A hands on role working closely with Sales, Marketing, Product, BA, Sys Dev, Networks, Internal Systems and other cross divisional functions. Analysing competitors, conducting market research and keeping a close eye on future technologies to identify opportunities ahead of our competitors. Feeding this back into the business and gaining buy-in across the division to move forward.Leading on design, development and launch whilst keeping internal stakeholders engaged and productive.Defining and leading on the implementation of the go to market plan.Producing and monitoring forecasts on volumes to contribute to the annual budgeting process.Product/Proposition Roadmap development, management and completion.Defining and constantly improving the customer journey.Understanding the end to end product life cycle.

Rochdale, Greater Manchester, United Kingdom

Managing the Voice Product Portfolio for Zen's Small Business and Residential Division. Reporting directly to the MD. My role includes in-life management and on-going development of the Voice portfolio using agile methodology as well as acting as Product Owner. The focus is on WLR3, Number Porting, ISDN, SIP, Hosted Voice and Mobile telecoms.I have been a product manager from the beginning of Zen's new mobile phone and hosted voice products. I have introduced a number of product and process improvements in the older voice products. These have led to increased sales, better customer satisfaction and very high revenue growth. Voice is now the fastest growing product set at Zen.Using a range of internal and external resources I keep ahead of the latest product, technology and service developments within the industry. I apply that knowledge to identify key opportunities to improve Zen's product portfolio.Key Responsibilities• Working collaboratively with with third party suppliers and internal stakeholders, to ensure new products being developed are tailored appropriately for the Small Business & Residential audience from a commercial, functional and operational perspective.• Ensuring the relevant sales, provisioning and operational processes associated with new and existing products are developed in a timely and efficient manner and are fit for purpose. • Monitor product performance on a monthly basis and report on the success of products in terms of unit sales, margin contribution, operational performance, customer satisfaction and retention.• Coordinate marketing initiatives and activities between Marketing and Sales to drive product sales and collate data to evaluate the success of each campaign.• Develop close working relationships with third party suppliers and internal stakeholders including Telesales, Provisioning/Customer Services, Technical Support, N&I, Systems Development and Marketing.

I managed a team of 10 Technical Support consultants. I supported my staff by encouraging open communication, conducting private 1-1 reviews to review performance, set expectations as well as having informal chats getting to know each person to build loyalty, honesty and trust. I stayed close to what they are doing and their level of performance by observing them both side by side and listening to their feedback. I kept my team focused and motivated. I encouraged them to improve by coaching them through issues. I tracked their development and set them actions and objectives using the SMART method in reviews to achieve improvement within set time frames. I achieved my goal of developing then maintaining a team of high performing individuals.My skills centre around people management, building teams, development and time management. I enjoy leading. I am a thorough believer in coaching people through the GROW method to become the best they can be at their role. I have operational support knowledge of ADSL, VDSL, LLU, WLR3, Hosting, Domains, Email, Voip and SIP technologies. From July 2015 I will begin to learn in more depth about Leased Lines, EFM, NGA. At the moment I only have an overview understanding of those products. I have also successfully delivered a range of projects to improve the department.

Stockport, United Kingdom

I ran my own business, a driving school for 3 years. I gained skills in training and coaching individuals on a 1 on 1 basis as well as developing my own ability to self motivate and understand the work load and determination that comes with running your own business successfully.

Manchester

Advanced Gnvq Leisure And Tourism, Merit

9 Gcse (A-C Grades)