Stuart Hall Email & Phone Number

Chester-Le-Street, Gb

Darlington, England, United Kingdom

Responsible for implementing updates to internal and external customer data sets relating to the United Nations regulations for transport of dangerous goods (IMDG code, CFR, ADR, RID, TDG, ADN).

Datasets produced include CSV, Excel, Access, SQL, XML and YAML. Centrally stored on Azure SQL Server and output to agreed specification. Automation of output via Python and Pandas dataframes. Power BI/Power Query used to produce dashboards for analytics. Ad-hoc support for Microsoft Excel based queries such as bulk data processing for learning course accounts and producing pivot tables with pivot charts and slicers. Ad-hoc support to developers regarding regulations. Upkeep of customer records in Zoho CRM to detail data requirements, assisting the commercial director in producing technical licence agreements. Upkeep of technical process documentation.

Penshaw, Tyne And Wear, United Kingdom

Durham, County Durham, United Kingdom

• Management of Rant and Rave feedback service across multiple accounts - both Private and Public Sector.• Assisting with Continuous Service Improvement End User and Customer Stakeholder actions in the CSI tool and work with account teams to drive actions• Assisting with Quality initiatives and governance. Including analysis on Cost of Non-Quality data.• Management of CSAT tool Checkbox offering bespoke survey creation and follow up analysis.• Assist with deployment, development and enhancement of Atos’s industry-leading End User and Customer Stakeholder experience measurement tools, assisting with onboarding of new accounts.• Investigation of root cause of dissatisfaction, raising awareness from influencing referral groups (including Service Desk and 3rd Party/Referral Groups) and reporting on findings • Work with the MI&Reporting team to develop a consolidated Customer Experience Service Pack displaying monthly KPI results.• Provide advice and guidance on the analysis of data and identify key trends that are of significance to the business.• Implement and drive a continuous improvement process in the teams operations to consistently drive up service quality and offer improved solutions to business requirements. Including Customer Journey Mapping and Lean Six Sigma techniques.

Durham, United Kingdom

• Provision of ticket, email and call evaluations based on Atos standards and account specifics and expectations.• To identify and highlight re-occurring trends detected through various BAU and priority focus tasks.• To act upon information provided by various sources where resolution gaps are identified within the Service Desks.• Escalation Point for all issues relating to quality, liaising with virtually every team on the account including Service Desk Analysts, Training, Incident Coordinators, Team Leaders and Service Managers.• Management and/or input into quality improvement plans in order to implement and monitor the effectiveness of applied corrective action.• To promote quality expectations, exceptional customer service and business improvements within meetings with the operation.• To support service desk new starters through one on one feedback and coaching in order to sustain high performance.• Ownership of the OSC SharePoint area; permission management, defining structure, folder and documentation alignment, general housekeeping and maintenance.

Durham, United Kingdom

• Desktop support for a wide range of applications used within the BBC, including Apple Mac platforms. Active Directory, Group Policy and Exchange support.• Following ITIL service delivery and incident management processes. Reporting of service incidents, requests and changes, managing SLAs, routine systems administration and change activities.• Regularly utilised as a ‘buddy’ on the desk to promote good customer service to new starters.

Newcastle Upon Tyne, United Kingdom

1st/2nd Line Server/Desktop Support Specialist. Management of Telephony servers for BT. Management of RSA Secure ID and McAfee EPO Estate. Management of BAC/Sitescope for server redundancy

9 Gcses (A-C Grades)

Education record

4 A Levels