Paul Trimble Email & Phone Number

Manchester, England, GB

Stockport, United Kingdom

Manchester, United Kingdom

• Manages projects delivering call centre products and solutions that allow companies to then communicate more efficiently with their customers over multiple channels e.g. voice, web, SMS, email. Financial tracking up to.
• New installs - cloud / hosted or at customers premises
• Expansions - additional capacity and lines / software licences for agents
• Upgrades - hardware e.g. diallers or servers, network changes e.g. ISDN to SIP
• New products - such as workforce management software, bespoke reporting / MIS or data analytics can be added to the existing core product suite – outbound dialling, inbound routing, IVR, CTI screen pops, call recording.
• Site consolidation / equipment moves - ensuring business impact is minimised

Irlam

• Manages projects that deliver tools and technology to improve the customer experience in a cost effective way whilst resolving customer service issues: -
• Using IVR (Interactive Voice Response) functionality for automated call deflection, whilst keeping the customer informed of progress e.g. calls to make appointments reduced from 5 to 2 minutes, approximately 5,000.
• Introducing a proactive approach to identify technical issues and faults before the customer does. Presenting this information via IVR jargon free messages
• Launching customer diagnosis functionality Online e.g. FAQ’s to deflect calls
• Architecture and hardware upgrades to improve stability and resilience - an operational priority as the business scaled up. Enabled downtime reductions

Irlam

• Built and delivered Standard IVR services to external customers on time and to specification
• Built larger, bespoke services successfully which required planning and co-ordination over a number of weeks

Manchester, United Kingdom

• Delivery of IVR and telephony projects. Achievements include: -
• Amendments to IVR (Nortel Periphonics) menu structure and messages when adding new products. This improved clarity, increased customer satisfaction and reduced time spent by agents dealing with routine calls
• Implemented Cisco CTI (Computer Telephony Integration) software with real time call data This reduced AHT (Average Handling Time) for agents on calls
• Planned successful ‘power downs’ of key computer systems to assist with maintenance, enabling improved performance and resilience

Manchester, United Kingdom

Analysed complex data and customer records to process regulatory reviews

Manchester, United Kingdom

Responsible for processing payments and co-ordinating management information

Manchester, United Kingdom

Developed strong administration skills with direct customer contact. Progressed to Training Clerk, Team Leader and tester on IT projects

Education record

BSc (Honours) 2.1 Open Degree, 2014 Foundation Degree in Business Information Technology, 2012 Details of the modules and grades in the.

Education record

ECDL (European Computer Driving Licence) Advanced Excel, 2004 ECDL, 2001

Iq Score 134

Sat a Mensa supervised test and acheived an IQ score of 134 on the Cattell scale, attained by 7% of the population

Education record

BTEC National Certificate in Business and Finance

Education record

5 O Levels including English and Maths