Timothy Mann Email & Phone Number

Chineham Business Park, Basingstoke

• Effective management and the single point of contact for all disconnection orders within the EMEA region. • Authorisation of early termination charges, ensuring disconnections are completed within 30 day billing cycle, recovery of Cisco / Juniper hardware from customer premises.• Ownership of multiple orders (Installs, change and disconnects) to ensure they are delivered on time, within budget and to the client’s satisfaction. Services include MPLS, VPN, DIA and International private lines.• Process 3rd party orders for International circuits, local loops and cross-connections after verifying costing and technical solutions.• Liaise and communicate with International 3rd party carriers via email and phone driving circuit orders. • Interact with International 3rd party suppliers and internal Operations Teams to troubleshoot issues that prevent successful delivery of service. Ensure that, where necessary, 3rd parties (such as cabling contractors) are informed of the work, and delivery method to be conducted on site.• Escalate issues as appropriate to Senior Service Delivery and Client Relationship Managers..• Work with the Client or Internal contact to define and agree a schedule encompassing all delivery activities, milestones and key dependencies when necessary.• Provide detailed and comprehensive status updates for all orders recorded into internal systems on a five working days basis. • Maintain precise routing record and circuit designs on internal systems updating as required.• Provide the point of contact for the Client throughout the project and/or support the Principal Project Manager on larger/more complex orders. • Ensure the Clients expectations are set from the on-set and effectively managed• Disruption and validation of new orders to staff within The Service Delivery Team.• Daily reports to project overall Departmental performance, progression of in flight order Job steps against forecasted dates and individual staff statics.

Reading, United Kingdom

• Responsible for managing high profile video and audio conferences to large global audiences (up to 5000 connected participants). Using strong interpersonal skills to listen to the customer’s requirements and working together to provide a product that will meet/ exceed expectations. This approach has led to consistent repeated business as well as the opportunity to upsell products, which has been recognised by senior management.• Daily investigated and resolved customer issues. Often dealing with escalated high impact issues which required a prompt resolution.• Delivered training and mentored team to encourage progression. Always leading by example to ensure high levels of customer service are maintained and improved. Carried out regular 1-1’s to develop staff performance and knowledge. • Collated and analysed daily reports to track and monitor service levels, communicated to department and re-distributing staff where necessary. Often pre-empting issues and preventing dips in service. • Responsible for event project management. Coordinated multiple event conferences for customers. Managing customer expectations from the initial booking, documenting conference requirements, resourcing to a seamless and successful customer experience.• Wrote and delivered audio and visual (PowerPoint) presentations to potential and existing customers demonstrating key products, features and benefits of choosing Verizon.• Continually looking to develop product knowledge through in house courses, seminars and wider reading

Uxbridge

Took temporary roles whilst looking for full time employment. Job search interrupted as contacted by previous employer for a new challenge• T. M Lewin; Professional dealt with customer telephone orders, with a detailed knowledge of the brand ensured pro-actively upselling where possible. Also investigated and resolved customer complaints in writing. • Adams Park; Responsible for accurately processing the renewal of season tickets and purchases of large volumes of Premiership rugby tickets. Worked both face to face and in a busy call centre dealing with enquires.

Uxbridge

• Managed high profile video and audio conferences using their current software to global audiences (up to 2000 connected participants). Focused on strong customer service by phone and in writing to nurture business relationship and in turn gain repeat business. • Promoted to a specialist due to an in depth product knowledge together with customer focus approach. Training and mentoring team members was paramount always looking to set a good example of best practice. • Supervised the EMEA Video Customer Service Department, investigating and resolving issues in writing and verbally. Accurately raising invoices and authorisation of credits. • Suggested several new ideas to enhance overall productivity then worked with the team to document and implement.

Bourne End

• Supported the UK Dealer Networks by accurately imputing parts purchase orders to ensure goods are released promptly for delivery. • Processed returned and damaged goods from UK Dealer Networks in line with Kawasaki procedures.• Accurately produced monthly reports for Management detailing high volume parts sales to enable forecast for future demands and to assist with stock control. • Worked in conjunction with the Legal Department to develop a sound knowledge of Consumer Law due to the high level of delicate customer care issues assigned. • Answered customer calls in a busy office, quickly identify customer’s requirements gathering all relevant information and accurately entered on to the in-house database.• Completion of monthly reports to document complaints received from customers against Kawasaki Dealers. Worked in conjunction with the Regional Sales Manager to provide suitable resolutions, this in turn was discussed with Kawasaki Dealers in a way to strengthen working relationships. • Worked alongside The Marketing Department as an interface between Kawasaki Motors UK, The Dealer Networks and general public. Also was the Customer Service Representative at International shows, events, race meetings and exhibitions responsible with the team to promote the Kawasaki brand within the UK markets.

Ruislip Manor

• Processing parts orders by locating items from stock, thoroughly checking each consignment and releasing goods for delivery or collection.• Responsible for manually recording and processing the delivery of all part stock orders. • Promoted to the Parts Counter - delivered good face to face customer service assisting with all parts related enquiries to the general public.• Represented Daytona Motorcycles at The International Motorcycle Show, up-selling discounted products and promoting in-house brands.