Your Friendly-Neighbourhood Tech Support!Providing tech support for the local community and local small businesses.

Secondment to support with Peak and to facilitate recruitment, training, performance management and supporting of the CEO Team during a transitional period.

Technical Team Manager within the Remote Ops team based in Preston.Dealing with Remote Tech Support for Mobile and Computer customers who have insurance through Team Knowhow or Tech Support policies.

Leading a team of Covert Ops Agents. This involves (and not limited to) helping them with any difficult tech issues, coaching and inspiring. My role also involves working alongside various stakeholders (internal and external) and other service partners to the Geek Squad UK Contact Centre.Co-ordinating events within the Contact Centre by liasing with manufacturers and other third parties to provide training and updates on new products in the computing and mobile industry.Supporting the Contact Centre Manager in preparing weekly KPI reports as well as providing departmental reports on NPS feedback. Monitoring call quality and establishing areas of development or expertise and focusing feedback based on this.

Providing varied content for Geek Squad UK's online presence. Writing articles individually or as part of a team of Agents summarising the latest news in technology. Also a regular co-host on the Geek Squad UK Podcast.

Leading a team of 12 direct reports who provide frontline support to customers and third party service providers.Part-telephony based, part-back office function; Control Tower manage the delivery and installation of products bought through retail channels and online from Best Buy UK.Creating and managing MI and KPI reporting using SAP and Excel and leading a small team to maintain and improve this reporting using weekly performance reviews. This also meant working with key stakeholders at various locations and reacting to feedback and change requests as appropriate.Coaching both online and offline advisors who complete various roles and responsibilities. Using call quality assessments, objective setting and KPI's to effectively guide, nurture and if necessary, performance manage.

Working within Customer Management as a Team Manager

Customer Services Advisor working on the O2 customer base.