Ted Boyle Email & Phone Number

Washington, England, United Kingdom

• Responsibilities:
• Design and create new design ranges for sale, with the aim of giving iChoose exclusive designs and ranges.
• Create and overhaul all website imagery, and digital branding identity.
• Design and create all marketing advertisements, as well as flyers, stock catalogues and email marketing.
• Design all iChoose branded packaging, creating a new brand identity across all in-house products such as keyboards, headsets, power supply units and powerbanks.
• Constantly identify market trends and pop-culture for possible new phone case ranges, allowing us to stay current and move with the times.

PT Operations NIC&EO

• Core Responsibilities:
• Managing the annual leave system for over 500 employees. Approving and declining leave requests, keeping to the agreed leave percentages to meet business needs where applicable.
• Updating the leave chart and availability of leave on the work force management databases with all approved leave, sick leave, term time, and any additional absences that had been reported.
• I controlled and managed the reward and. recognition bonus budget for PT Operations Washington, creating excel spreadsheets to manage the budget allocations for each financial year.
• I set up a monthly panel for reward and recognition award nominations, enabling us to deliver a fair and consistent approach to nominations.
• I collated telephony stats to provide up to date information for managers, ensuring all data was quickly and easily available for managers prior to morning meetings, and/or performance review meetings.

Newcastle Upon Tyne, England, United Kingdom

• Core Responsibilities:
• Fielding calls and webchat queries from colleagues in all departments attached to HMRC, including The Cabinet Office, Ministry of Defence, NCA, Department for Transport, DVLA, DWP, HM Treasury amongst many more.
• Use the IT Helpdesk knowledge base system to attempt to diagnose and resolve any technical issue that had occurred. Always having to use analytical thinking to determine the best resolution.
• Log all incoming incidents/queries as tickets on our internal system, determining whether the ticket could be closed as complete, or whether the ticket needed further action and escalation, or a personal follow-up at a.
• Keep call, hold, wrap, wait times down to a minimum across the board to meet the targets set within my own team, and across the department as a whole.

Washington, England, United Kingdom

• Core Responsibilities:
• Fielding and answering technical queries from colleagues, giving guidance and assistance where required.
• Training, coaching and mentoring new staff.
• Identifying gaps in the current guidance, and liaising with HMRC guidance writers in Newcastle.
• Writing local guidance, adhering to HMRC's pacesetter and lean principles.
• Travelling to external offices to ensure the inter-office sharing of best practices in order to standardise and streamline HMRC operating processes.

Washington, England, United Kingdom

• Core Responsibilities:
• Taking calls from Tax Credit customers, helping to resolve queries, payment errors, updates to changes in circumstances and complaints, amongst many other call reasons.
• Managing my call times throughout, from the length of the customer call, the hold time and wait time of each customer call, and my wrap time following each call.
• Follow the tax credit guidance at all times to get the best resolution for my customer on each call.
• Manage my work time accordingly, to allow me to also complete any non-telephony work that I was also tasked with at any given time.
• Managing my own workload and performance, to ensure I hit all of my expected targets and KPI’s.

Washington, England, United Kingdom

• Core Responsibilities:
• Process incoming digital mail customer correspondence, from changes of circs, income changes, overpayments, self-assessments returns and customer complaints, to name only a few to ensure all payments were correct.
• Processing all customer documents and information on the self-assessment system.
• Updating change of circumstances on the pay as you earn system.
• Calling customers to obtain any additional information that was required to process their correspondence.
• Issuing any forms to customers that were required, or that had been requested, in order to maintain the correct payments were being issued, and customer information was up to date.

Child Benefit Office

• Core Responsibilities:
• Taking direct customer telephone calls, answering queries, completing forms for required information, updating customer records for any changes in circumstances and organising payments and repayments where required.
• Taking direct telephone calls from District and Local Offices around the Country, helping to arrange emergency benefit payments and answering general queries.
• Maintaining the workflow of the office, ensuring the caseworkers had a steady supply of work, delivered in strict order.
• Maintaining the multiple filing runs, and associated databases.
• Packaging the completed casework, and arranging the structured delivery to the secure storage unit in Newcastle.

Education record

GCSE: 7 (A-C) 10 (A-D) Media Studies (A), Graphic Art (B), English Language (B), English Literature (B), Humanities (C), Design Technology.

Education record

EDI Level 2 Certificate in Customer Service, EDI Functional Skills qualification in English at Level 2, EDI Functional Skills.