Stu Drake Email & Phone Number

Rochdale, England, United Kingdom

Rochdale, England, United Kingdom

Rochdale, England, United Kingdom

Rochdale

Rochdale

Rochdale

Returning to my previous role as Technical Support Team Senior as described below. Change in job title to accurately reflect the roles and responsibilities expected in developing our Technical Staff to offer customers premium levels of support via coaching and knowledge sharing.

Rochdale, United Kingdom

Responsible for leading, motivating and overseeing the day to day management of a phone-based Technical support Team who provide 1st & 2nd Line telephone / email / live chat support. Day to day responsibility's would include conducting 1:1 discussions with members of the team, conducting salary reviews whilst liaising with the wider departments and to be responsible for developing team members.

Rochdale, United Kingdom

Providing exemplary levels of support to customers across a range of channels including telephone, email and online chat. Pro-actively sharing knowledge, experience and expertise with others in the department to help develop individuals to support the company's product set to ensure that a premium level of support is being delivered.

Rochdale, United Kingdom

Providing premium support for a multitude of customers ranging from residential to corporate customers in offering support and assistance with company product set. Support and assistance was provided mainly via telephone or by email. The products supported ranged from DSL to leased lines and Web-hosting.

Manchester, United Kingdom

Using continuous improvement strategies, to improve all aspects of the Video-communications department, using such tools as Root-cause analysis and value-stream mapping to analyse any key-areas that could potentially be improved. Liaising with all levels of management and leading a team of facilitators on a daily basis, my responsibilities included to identify and instil cultural change within the business where this would be most beneficial. Thus I am responsible for initiating new ideas into the business to allow the production and technical teams to achieve pre-set KPIs, and thus increase overall productivity

Manchester, United Kingdom

Using a multitude of skill-sets and equipment to diagnose digital set-top-boxes down to component level (ranging from Waveform diagnosis to reading hexadecimal memory values). Responsible for the operation of the technical repair production line in the team leader’s absence, directing the team to achieve pre-set KPIs.