Val Allsworth Email & Phone Number

Wfh

Create and manage the SC CSIP and Risk spreadsheet. Assisting the Service Management team with implementing processes, creating reports and communicating these to the wider boxxe community and customer where required. Create service review and minute packs for established monthly and quarterly meetings. Complete minutes from service review meetings and send to SDM within 2 working days of the meeting. Onboard new services and customers into ServiceNow create contacts and entitlements and put contract lifecycles into place. .Create welcome packs for new Managed Service Customers. Onboard Microsoft customers with boxxe cloud management services into ServiceNow, create contacts and entitlements and put contract lifecycles into place. Create welcome packs and service design documents for Microsoft products as requested by the Microsoft Operations and Microsoft MoD teams. Maintain and update SDD Service Trackers .Ensuring Managed Service Orders in Netsuite have suppler ETA for invoicing and a named resource, that they have relevant information such as revenue recognition dates and contract /renewal dates added. Ensure all managed services are invoiced in line with supplier ETA in a timely manner unless put into query. Maintain Managed service information on ServiceNow, following up on breached contracts. Notifying SDMs and Microsoft Teams.. Maintaining SDM Customer breakdown list Monthly time tracker and summary sheet Creating and maintaining all documentation relating to onboarding new members of the SDM team. Including creating the onboarding timetable, arranging introduction calls and overviews prior to start date. Responsible for onboarding all Agilitas Break-fix support customers. Responsible for all non-technical boxxe internal renewals. Obtaining quotes and raising requisitions for authorisation and maintain the renewals spreadsheet, providing information on late and missed renewals on the Risk Management KPI report.

Wfh

Working closely with the Sales Teams in the NHS and Education sectors to ensure a fast turnaround on all requests.• Processing opportunities and create quotes in a timely manner.• Sourcing competitive pricing and produce accurate quotations. • Revalidate pricing when required and communicate changes to the Account Manager.• Processing opportunities and create quotes in a timely manner.• Provide quotes via the multi quote platform for customers who submit invitations to bid.• Raising Service Now requests for pre-sales assistance with regard to Multi quote bids and invitations to tender.• Revalidate pricing when required and communicate changes to the Account Manager.• Converting customer purchase orders into Sales Orders for purchasing.• Liaising with various departments to ensure quick turn around on specialist orders, new company set up and new part requests.• Raising Customer Service Tickets and liaising with Customer Experience Team to ensure all actions are completed in a timely manner.• Maintaining an accurate record of current open work, with follow up and pending actions being dealt with in a timely manner.• Acquiring a good working knowledge of boxxe CRM and work systems.• Maintain an average accuracy percentage of 95% and above for the year

Clonakilty, County Cork, Ireland

Responsible for the management of the Customer Service Reservations Team for EMEA, supporting clients and Sales Offices within Europe with regard to automated conferencing services by setting up new companies, moderators and clients. Also providing support to US Account Managers requiring information and reports on clients within Europe. Responsible for ensuring trouble tickets are handled in a timely manner with client follow up and troubleshooting. Working with the Technical Support Team for resolution of trouble tickets. Ensuring quality targets are met by way of call evaluation, ticket monitoring for quality of data and monitoring of mail boxes for accuracy of data input and timely response. Working with the larger Customer Service Management Team to ensure continued high quality service for operator assisted calls and on call support.•Call monitoring team members on a weekly basis within agreed targets and completing 1:1 meetings on a monthly basis•To motivate staff to meet quality targets of 80% call quality 80% ticket quality, 95% accuracy of data and Interaction to ticket ratio 1/10•To set in place when required development action plans•To provide daily reports with regard quality and performance•To maintain staff database with regard to absence and time management•To compile and issue procedures relating to the team and processes within the team.•Provide dedicated resource for Major clients.•Point of contact for Technical Support Team with regard to emergency outages, and weekly ticket reviewsAchievements/ Results•Nominated and awarded Outstanding Achievement by Sales for 2006/2007•Implemented scoring systems for quality monitoring•Achieved and maintained all quality targets since 2006•Responsible for the implementation of provisioning procedures for bespoke web conferencing hub•Assisted in the major migration of newly acquired customer base in the Nordics•Implementation of new call evaluation system for call recording

County Cork, Ireland

Responsible for the Management of the Verifier and QA Team, who are responsible for ensuring sales are completed with minimum errors.•Call monitoring 4 calls per week for all team members •To give 1:1 meetings to all team members on a weekly basis•Motivate staff to meet targets. 87% sales retained with less than 3% errors•Set in place required development action plans•Provide data for the client random audit•Provide daily reports for uncompleted sales and team stats•To maintain staff database with regard to absence•To compile and issue procedures relating to the team and processes within the team.Achievements/ Results•All staff meet target 87% sales retained with less than 3% error rate •Successfully implemented score card analysis for QA Team•Team increased performance from last to 4th in the overall agency rankings provided by the client.•Procedures put in place for all functions of the Verifier and QA TeamGrad Bay Team LeaderResponsible for team management and coaching of an outbound sales team who had completed their induction with regard to sales for accident and health cover plans for a UK based client.•Call monitoring grad bay team with a minimum of 3 sessions in 40 hours dialling to achieve a baseline score of 3 with no minus marks•To give 1:1 meetings to all grad bay team members on a weekly basis•To motivate staff to meet targets.•To monitor sales and targets of grad bay team to meet their KPI to be within a 15% threshold of campaign targets•To set in place and required development action plans•To monitor calls to ensure they are closed with the correct code.•To provide coaching sessions on a 1:1 basis with regard to role-play of scriptsAchievements/ Results•All agents met KPI’s of within 15% of threshold target•All Agents passed their external monitoring sessions 1st time•One agent became the first grad bay agent for 12 months to be given the clients ring of recognition on a call monitoring session

Cork, County Cork, Ireland

Responsible for the co-ordination and the delivery of the Service Desk Quality and Process function.•Providing a daily report with call and ticket analysis on Interaction v Ticket Ratio for assigned teams•Prepare Daily Reports with analysis of Daily Volume of Interactions taken by Email/Phone or Web Tasks•Monitor and supervise work queues in the Global Ticketing System and Apropos. •Prepare scorecards at start of month for assigned teams•Validate team members for scorecards•Randomly sample 10 tickets per Analyst per month against pre-defined scoring criteria.•Actively provide feedback to Analysts and Team Leaders.•Prepare Monthly Reports and Update Trend Analysis Report for assigned Teams•Follow through on Customer Satisfaction Surveys analyzing all comments, forwarding positive comments to Analyst & Team Lead and actioning negative comments.•Taking reasonability for Quality Assurance Tickets with regard to complaints, praise and suggestions from customers. Liaise with Team Leaders to ensure correct processes are followed and provide feedback to customers on the issues they raisedAchievements/ Results•Successfully ensured all customers were responded to within the agreed SLA timescales•Set up and published required reported as required on a daily basis•Provided all score card analysis on time and within agreed SLA

London, England, United Kingdom

Responsible for setting up and managing Enterprise Markets customer interface, dealing with order placement and billing for the whole of Enterprise Markets. Responsible for the management of 34 staff providing a 24/7 Operations Centre for Global Market customers.Created and maintained all front office processes. Responsibility for all recruitment within the teamProduced and implemented development training plan for each member of the teamSpoke with each customer directly in order to provide a fully customized service for order placement and billing Worked with ‘greater C&W’ teams to provide a seamless global service Project managed the Global Implementation roll out to the UK, USA and Asia. Project managed the transition of customers from other business units in to the GCFO providing network support for corporate service desks taking between 10,000 and 15,000 calls per month. Project managed the transition of all IP and Data solution products for the top 30 platinum customers into the GCFO. Provided full 24 x 7 on call support for escalations and fault resolution.Achievements/ Results•Successfully complied all processes for the GCFO•Successfully met SLA agreements to 99% for fault resolution, billing and order management•Successfully met call- answering SLA of 5 seconds.•Global implementation roll out completed on time and within budget•Successfully completed an office move from Central London to Hammersmith with no loss of service or SLA

London, England, United Kingdom

Providing support to the European Service Management Centre with regardtothe provision of telecommuicans and data via Cityvoice Networks. Input, monitoring and providing updates too Service Management and Customers. Customers point of contact for fault reporting tickets, billing issues and any other Customer related issue.

London, England, United Kingdom

Providing support within the Customised Management Centres (CMC)for various Corporate companies. Reuters, HSBC and Citibank. Single point of contact for Customer orders and all provisioning requests. Providing daily, weekly and monthly reports to Customer and Service Management Teams, attending Service Management meetings liasing with Customers for project roll outs and installations.Later moving onto the Cable and Wirless CMC for internal telecomms and data provisioning. fault reporting and billing issues. Attending monthly Customer meetings in London, Paris and Milan regarding outstanding issues and on going projects.

London, England, United Kingdom

Providing support to the Sales time for Business to Business and Corporate Customers for the proivison of telecoms services. Taking orders, issuing contracts, monitoring orders and providing updates to Customers and Sales Teams. Central point of contact for all areas of the order and installations.

London, England, United Kingdom

Verifying contract information from Sales and Sales Support with regard to Cuistomer Information, costing, item numbers and billing informations. Inputting required information to update the ordering system, generating order numbers and ensuring the ordr number was passed to the correct ares, Sales, planning, installtions etc. Inputting cancellation requests and generating the order request. Inputting Survey details for new customers, generating survey order requests to various areas and converting the survey order number to a installation order number on completion of the customers signed contract.

London, England, United Kingdom

Looking after all admin and secretarial duties for 4 temporary housing hotels in London where clients who had beem homeless were refered as part of their rehabilition before moving into a permanant address. Assiting with claims for Unemployment benefit, incomme support and housing benefit. Collecting and banking rent payment. Liasing with maintance regarding repairs.

London, England, United Kingdom

Starting as a Clerical Assistant in 1980 my duties included linking post received to Claimants records and passing them to the assigned Clerical Office for actions, filing Claimant records that were no longer being worked on, setting up new Claimant files with the correct information for assessment, writing and issuing hand payments for waiting Claimants, issuing weekly payments by giro cheque, printed order book or written order to another agency. Following a promotion to Clerical Office I was responsible for assessing and authorising claims for Income Support, interviewing and issuing payments as well as passing on relevant information to various departments and agencies. A further promotion to Executive Office gave me responsibility for Clerical Offices who had completed training before they were assigned to their permanent team.

London, England, United Kingdom

Working in Marks and Spencer at Marble Arch in various sales positions and departments, from clothing food and later warehouse duties.