Stuart Nelson Email & Phone Number

Glasgow, Scotland, United Kingdom

Glasgow, Scotland, United Kingdom

Glasgow

Taking on a new role managing a team producing call centre MI.

Glasgow, United Kingdom

My duties cover many aspects of MI within AXA for our site, these include the day to day maintenance of our SQL server, this has covered setting up regular maintenance tasks and general housekeeping to securing logins to covering a physical server move. I am also responsible for the creation of new reports and tools for all stakeholders to use with the creation of new regular MI in spreadsheet, power point, pdf and reporting services forms for areas such as call quality, customer feedback, sales, web sites interaction by customers, these tools are created primarily in VBA within Excel, C# or BIDS extensions for Visual Studio. The majority of my work is based in SSMS (SQL Server Management Studio), used for running direct SQL queries on a database for immediate ad hoc requests, and SSIS (SQL Server Integration Services), used for creating packages which can be scheduled to run in the background unattended.

Glasgow

Skills required: VBA, Java, Excel, Access, trend analysis.Duties: Running of daily, weekly and monthly internal and external MI reports, creation of new reports, Access query writing and database management as well as ad hoc reporting for both internal and external requests.History: I started with First Data as customer service advisor in the credit card area of the business dealing with the customers as they called in to query their accounts, as a result of this I have been through full and in most cases on going FSA/FOS training as well as DPA and complaints handling training. In July 2011 I was seconded into a senior agent role as the centre was expanded by over 100 staff to meet the needs of a client, as a senior agent I was responsible for the day to day issues for the team I was assigned to, as the manager of my team only worked part time hours I was given additional task and duties to directly manage the members of the team, this senior agent secondment lasted 12 months, prior to this secondment to senior I had been a part time employee whilst I was attending University of Strathclyde.

Glasgow, United Kingdom

Whilst working for Response I was attached to the Gala Bingo project, the role was quite simple but required full concentration, as well as the skill of being a mediator and enforcement of authority figure, whilst making sure the online paying customers were enjoying themselves as well as making sure the internet chat flowed as well as playing games with the customers. Although not the most technical role, nor the most taxing, interpersonal skills were the key to keeping harmony in chat room. One of the major parts of this role was the autonomy and self-regulation, although part of a team and sometimes working in tandem with other moderators the job was mostly solo work.

Scotland

Starting with a newly formed company my new position involved visiting customer sites to fault find and repair desktop, laptop PC's, servers and printers. The role also allowed me to continue with some technical support and vetting of customer faults by telephone as well as when required to support my fellow engineers, whether this was for software problems, networking issues or hardware faults, sometimes these fault were linked and multiple resolutions to resolve the users issues, for the most part the equipment consists mainly of Compaq, Dell, HP, Kyocera, Genicom, Lexmark, IBM equipment types. The position also involved all time spent as the on-site engineer for a contract with Abbey National (now Santander) and responsibility for over 100 Compaq servers and in excess of 1500 Compaq/HP Desktop PCs and IBM/Compaq Notebooks the work involved directly working with 1st, 2nd and third line support as well as the software and implementation teams within the organisation. The company’s other clients included at the time were Royal and Sun Alliance, Scottish Mutual pilot offices as part of Abbey National, Disney stores, Asda/Wal-Mart. I also wrote technical instructions for installing and configuring laptops, printers, servers, PC's into customer’s specific networks for use by other engineers and technical staff.

Glasgow, United Kingdom

Having moved from a field position with NCR to a technical based office role I was now supporting engineers on all the equipment I previously worked on myself. A major part of my role was the first line fault finding of new customer calls, this involved taking responsibility for calling the end user direct and having them explain what the problem with their system was and in the first instance trying to fix the problem with the assistance of the end user using non-technical language, sometimes this could involve remote desktop use or for Unix systems dialling in by remote to investigate logs and configuration files to find the customers issues and recommend or implement a solution, vetting of standard maintenance calls coming into the call centre, when the first and sometimes second line of inquiries were exhausted my remarks were added to the call notes and passed onto an appropriate specialist work group within the company who would then deal with the issue using my remarks as a guide to which steps to correction had been taken and then find a solution, some of the calls would not be software or network related and would have to be passed for attendance by an engineer with parts to remedy and ensuring the correct parts were ordered for the attending engineer was part of the responsibility of the vetting.