Patrick Groves Email & Phone Number

Southampton, England, Gb

Newbury

Newbury, Berkshire, United Kingdom

Co Chair on Vodafone’s LGBT+ Friends network for the Newbury HQ site. Promoting diversity and inclusion, increasing knowledge, understanding and acceptance into Vodafone UK’s biggest site. Sitting on the UK Steerco assisting in shaping the UK strategy.Awarded Stonewall’s Employee Network of the Year 2018 and Top 100 (#42) Employers by Stonewall 2018.Ranked #32 Inclusive Employer 2019 & “Highly Commended” employee Network 2019.

Newbury

Working in UK IT I am responsible for configuration changes in the Siebel CRM system specialising in LOVs, Service Requests, Customer Comm Triplets, Profiles & Outbound Customer Commuincations. Consulting with the business as a subject matter expert to ensure desired changes meet the business requirements and are technically possible.Developing governance processes with various areas of the business to ensure requested changes meet the entire business need and does not negatively impact agent experience. Working closely with our off-shore design and build team to triage defects and provide a swift resolution to minimise impact on both agents and/or customers. Ensuring all compliance related checks are met and upheld for audit . Making sure all requests, designs and test case information is easily accessible.

Newbury

Managing all the micro-space for all 485 retail stores in the estate so the handset and accessory portfolio is ranged effectively against merchandising and commercial priorities. Working closely in feedback forums with frontline agents to provide insight and relief centrally to help drive commercial performance. Continually reviewing the way space is utilised and assisting in trials to improve front line agent engagement and optimal merchandising.Planning and co-ordinating the implementation of change in the Top 30 Elite stores ensuring all elements are considered to secure a smooth execution.Working cross functionally with Trading, Commercial, Marketing, GTM & Terminals to guarantee products and initiatives are implemented in a seamless and effective manner.

Newbury

Moving on from Retail Operations I was requested to take another secondment role with CS&O after my work developing the escalation process for Retail Stores in my previous role. Managing a small team of specialists offsite to ensure complex and high level escalated customer issues are triaged and resolved within specified SLAs.Interfacing between Customer Services & Operations and Technology translating process or issues into an understandable manor for both. Compiling daily reporting for senior managers summarising daily resolution level and detailing challenges causing SLA to be breached. Running comprehensive training workshops with the team specialists ensuring best practice is shared and necessary upskill is delivered effectively. Creating support documents for further training requirements.Providing insight and analysis of the escalations to find trends and root cause to engage with Technology to implement procedure fixes. Developing new processes with engagement from other departments to improve customer experience and front-line agent satisfaction.Liaising and aligning with external vendors both onshore and offshore (Wipro & Accenture) to identify and produce effective solutions.

On a 12+ month secondment with the Retail Operations team as a Store Support Adviser giving specialised help and advise to the Vodafone retail estate. Day to day I deal with business critical issues and customer escalations providing system and process support. As the teams system specialist I am frequently working with multiple teams across all areas of the business including external contractors. I frequently spend my time triaging complex issues to find the root cause and a speedy resolution to resolve issues for customers to maintain customer experience. I have brought in new processes to the Retail estate to create better ways of working and assisting with swifter resolutions, working with teams across retails and CS&O.

Southampton, United Kingdom

My store is an Elite Store and is in the top 10 Vodafone retail stores in the country with a very high footfall, creating a dynamic balance between sales targets and customer experience.My role includes:- Store Operations- Maintaining Live Devices- Device Training with maintaining relationships with local manufacturing reps- Stock Control- Customer Service- Driving Sales - Team BriefsI am very passionate about my job and consistently looking for new ways to up skill myself to support those working in the store.Product Knowledge:- Apple Product Professional- 5* HTC Specialist (#2 in Vodafone)- Gold Accredited with Nokia- Sony Xperia Photo Expert

I started this job as a Temp in July with Adecco and after 3 months I was taken on for a permanent position in store. I continued working in store as a Sales Advisor on a part time basis while I was still at university in my final year. Shortly after finishing university I was promoted to Technical Advisor.

Turners Hill

I worked at Tulley's Farm as part of their seasonal events team for Easter, Summer, Halloween and Xmas events. During my time there I worked my way up to Event Supervisor gaining a lot of hands on experience. In the summer I had a team of around 15 members of staff of which I had to manage, including creating and maintaining a rota for all the staff. Halloween is the biggest award winning event for Tulley's Farm with footfall reaching around 4000 customers on any given evening. My role during this has been organising the on site game attractions, making sure the staff have the correct information and breaks and dealing with customer complaints. Another year I ran the admissions to site dealing with large volumes of customers and supporting my team with customer service, tills and process. I frequently did very long hours on my feet and enjoyed how active the job was especially with the need of thinking for resolutions quickly and effectively. The Role Included:- Team Management- Customer Service- Cash Management- Event Supervison