Nicholas Guy Email & Phone Number

Bognor Regis, Gb

London Area, United Kingdom

London, England, United Kingdom

Key responsibilities:• Leading the vision of service, innovation, and technologyleadership by fostering a high-quality, well-trained support team• Designing and implementing a comprehensive programfor continuous improvement, emphasizing training and skillenhancement • Streamlining and advancing customer support processes foroptimal efficiency and effectiveness. Key achievements: • Established a Salesforce-based knowledge base, streamliningprocess adherence and best practice application across supportteams• Initiated a soft skills development program, significantlyenhancing customer interactions and reducing escalations. My journey has been marked by a natural inclination towardsmentorship, further refined through the development of customerservice and operations support playbooks. This experience, coupledwith my ability to identify, nurture, and develop managerial talent,positions me ideally for operations director roles where fostering newmanagement skills and knowledge transfer are paramount.

Key responsibilities: ● Spearheaded the evolution of a world-class first-line support model across the UK and EU, aligning with the corporate vision of service excellence and technological innovation. ● Conducted comprehensive reviews and overhauls of the complaints process, from initial investigation to final resolution. This involved identifying systemic issues within existing processes and practices and implementing effective solutions, leading to a significant decrease in customer escalations. Key achievements: ● Successfully addressed and reduced an inherited backlog of customer service tickets from 1,200 to under 200, demonstrating effective problem-solving and management skills. ● Played a pivotal role in the unification of seven distinct EU teams post-major acquisition and merger. This strategic integration resulted in a harmonized process and practice across different markets, fostering an environment of enhanced knowledge sharing and collaborative innovation. This role laid the groundwork for my subsequent position as Director of 1st Line Training at Planet Payments. The experience of unifying diverse teams and streamlining processes was instrumental in developing my skills in mentorship, knowledge transfer, and creating training frameworks, which were further refined and applied in my later role.

Redhill, United Kingdom

Key responsibilities: Leading and developing comprehensive 1st and 2nd line technical support for Hospitality and Retail POS across UK, EU, Ireland, and the Nordics. This involved strategic oversight in recruitment, training, and performance management to enhance team capabilities Operational leadership for the deployment of new technologies across the payment and tax-free sectors, ensuring seamless integration and efficiency Overseeing and ensuring PCI compliance through meticulous management of software/firmware updates across the entire estate. Key achievements: Successfully established a structured 2nd line support model, significantly expediting issue resolution and enhancing customer satisfaction Innovated and implemented robust testing processes and procedures, substantially reducing the occurrence of bugs in live environments Conceptualized and executed a unified support model across EU teams, elevating the UK team as a centre of excellence. This initiative fostered stronger working relationships and established unified practices across teams. This role was a critical steppingstone in my career, laying the foundation for my subsequent position as Director, Merchant and Technical Partners, Europe. It allowed me to hone my leadership, operational management, and technical skills, which were pivotal in managing larger teams and complex projects in my later roles.

Redhill, England, United Kingdom

Key responsibilities: Management of Retail POS support team of 7, comprising of 1st and 2nd line analysts for UK, Ireland and the Nordics, including recruitment, training and performance management Overseeing 2nd line support for EUResponsible for the building of terminals for rollouts of new business and replacement hardware, and oversight of the rollout of all software/firmware updates across the estate, meeting PCI compliancy needs. Key achievements: Creation of a 2nd Line Team that focused on deeper investigations of support tickets and additional QA work on all new Terminal code releases. This significantly reduced the amount of poor code releases getting to market Implemented hands on 2nd Line involvement across EU Markets, which sped up resolution times and reduced customer escalations Implemented the rolling out of software/firmware updates across EU, Nordics and UK, 3 times a year, This ensured all Payment hardware remained compliant, and therefore reduced risk of non-compliance fines or penalties. This role played a significant part in my career progression, laying the foundation for my subsequent leadership roles at Planet Payments. It allowed me to develop vital management and operational skills, which were instrumental in my later positions as EU POS Support Senior Manager and Director, Merchant and Technical Partners, Europe.

Redhill, Surrey, United Kingdom

London, England, United Kingdom

Key Responsibilities:● Led and supported three teams of field service engineers across Southern England, Wales, and the Midlands.● Managed the South London Depot, including stock control responsibilities.● Conducted customer-facing maintenance and repair of EPOS and CCTV equipment as needed.● Provided technical support to field service engineers and customers.● Utilized remote access software for diagnosing and repairing on-site equipment.This role was integral in developing my leadership and technical skills, especially in managing teams and troubleshooting complex systems, which were vital for my subsequent positions in field service management.

London And South East

Key responsibilities:● Remote management of a team of eight field service engineers across London and the South East● Customer facing maintenance and repair of Electronic Point of Sale (EPOS) equipment and software● Workload supervision focused on meeting customer needs with a target 95% first time fix rate.This role laid the foundations for my leadership and technical skills, as well as giving me an insight into customer support and satisfaction that drove my passion for support in subsequent roles.

Education record

Education record