Sharon N. Email & Phone Number

Farnborough, Gb

Basingstoke, England, United Kingdom

Hook, Hampshire

Below are some of the main points, responsibilities and requirements of my current role within Virgin Media Business as a Managed Service Desk Analyst: • It is my duty to own and manage customer faults and to deliver an equitable solution to them within SLA. • To take ownership of my allocated customer workload and manage their expectation’s. • To work closely with the Service Relationship Manger to ensure our customer is fully supported by Virgin Media MSD. • I am 1st point of contact for a Bespoke customer in the MSD and communicate across many departments in order to resolve the issue in line with our KPI’s. • As a department we work hard to achieve KPI’s as a team and also individually. To summarise….as a Managed Service Desk Analysts we work hard as a team and come together to ensure our customers get the same experience across the MSD. Customer service is what matters most to us as a team and me as an individual and I get a lot of satisfaction from resolving their issue and being able help.

Camberley, Surrey

Covering the service desk for 2 teams of engineers.Duties would involve speaking to customer and engineers liaising jobs and sorting out any service issues. Arranging breakdowns to be covered within response times and keeping the customer updated on progress. Booking in monthly services, ensuring engineers know what they have ahead of them for the month and help them organize their time.Controlling sub contractor jobs, raising Purchase orders for the work, quotes to customer for repairs and chasing for paperwork to close and invoice. Weekly reports on response times, keeping on top of the KPI’s per team then each engineer. Prioritizing jobs, making sure parts are ordered against trucks off the road. Time-sheets, service tick sheets and closing jobs down. Help engineers with any issues that may arise on the road, directions, ringing customers if late, ordering parts, sending out stationary. Controlling the area diary; authorizing, managing holidays and training for all engineers. Working very closely with all team leaders on the KIP’s, bi-weekly meetings with the team leaders and the regional service manager to address any issues from any angle reflect and improve if necessary. Also involved in the Service departments account queries on a diary basis, working closely with subcontractors and ensuring all payments go through with out any discrepancies.

Camberley, Surrey

Being 1st point of call for the Camberley office. I would cover the calls on the phone, the faxes and general emails as well as greet guests at the door and receive deliveries. Logging all service calls, arrange cover for 1 of 10 engineers to attend the customer’s site with in the required response time and keeping the customer informed. Clearing engineer call logs, allocating the next call, ordering parts for jobs and also replenishment stock. Making sure all new units for sale are set up and running for delivery, making sure engineers diary times are updated on the system, arranging for service contracts to be set up, dealing with customer complaints and queries.

Basingstoke, Hampshire

Logging customer break downs;1st point of call. Provide liaison between field service engineer and customer. Prepare and issue service quotations. Process field service reports, Co-ordinate returns to internal workshop for repair and ordering parts for engineers. Dealing with customer complaints and closing calls. Invoicing customers for work, service emails and stock movement. Also, senior cover for the service department when required.

Basingstoke, Hampshire

Answering the phone to customers, engineers, sales reps, logging breakdowns. Delivery chases, taking orders, logging customer complaints. Product queries, dealing with faxes, the main email box, informing customers of delivery dates and spare part queries. Call statistics on a daily basis. A Company restructure divided department to sales a service. I moved to Service from this role.

Farnborough, Hampshire

Brand new phone shop, merchandising the store for opening, general key holder for store, serving customers and qualifying them for the correct phones and tariff. Really good customer relations built up, managing staff, managing stock takes and deliveries, security of phones and stock. Dealing with customer complaints and issues. Opening and closing, till checks, banking, and safe checks and also managing other stores for other manager and helping when low on staff.

Farnborough, Hampshire

Brand-new DIY store opening, merchandising to planagrams, labels and also fitting and stocking the shelves. When store opened it involved till work, mixing paint, restocking shelves and help and serve customers.