Vicki Smart Email & Phone Number

Truro, Gb

Truro, Gb

Truro, England, United Kingdom

Truro

• Overseeing our Project Management and a team of 5 Provisioning Coordinators to plan and deliver Telecoms and Connectivity solutions nationwide.• Supervising and monitoring employee performance, providing constructive feedback and supporting in career growth.• Appling Prince2 Project Management techniques to create and deliver projects to customer requirements.• Monitoring ticket and project progress and supporting the teams with their orders. Taking over any escalated order requests and handling customer complaints.• Monitoring work processes and identifing process improvements, working with service teams to develop plans and workflows to strengthen communication and smoother workings between teams.• Configuration and Testing of new processes. Training and Creation of Knowledgebase articles to support the implementation of these new processes.• Administration and Sales Support for our Copier department, including meticulous data input and contract creation.

Woodland Court, Threemilestone Business Park, Truro, Cornwall, Tr4 9Nh

• Prepared and managed project plans from end to end, meeting required milestones.• Led meetings with both client and internal teams to facilitate and drive project completion and provide status updates.• Used project management tools and techniques.• Managed workforce planning, compiling information for informed decision-making on project design to ensure services and installation progressed in the correct order.• Identified and managed project implementation, timescale and scope changes, working with internal teams to recommend actions and improvements.• Evaluated project risks and feasibility, identifying issues and solutions to present to the customer.• Assured project documentation followed internal quality standards.• Implemented and maintained systems and templates for planning and project management.• Implemented organisational policies for smooth service delivery.• Managed scope content, informing stakeholders of project scope and change implications.• Delivered products and services in line with agreed arrangements and contracts. Updating databases with customer, contract and service agreements.• Built and nurtured professional relationships with a wide range of stakeholders via regular project updates through email, conference calls, in-person and Teams meetings.• Acted as single point of contact for stakeholders.• Notified finance and billing teams of milestone completions to support accurate and timely client invoicing.

Truro, England, United Kingdom

• Reviewing and Processing orders for connectivity services and hosted telephony Solutions.• Communicating and providing customer and internal updates on order progess and any delays or issues, working with support teams and customers to mitigate.• Inputting and ensuring accuracy on customer service charges, contractual obligations and ongoing support.• Quickly learned and applied new skills to daily tasks, successfully delivering on tasks within tight deadlines.• Offered friendly, efficient customer service and handled challenging situations .• Coordinated order processing and tracking, achieving accurate and timely deliveries.• Created customer quotes and orders within sales order processing systems.• Prioritised effectively to manage large numbers of orders, ensuring timely order processing.

Pool, Cornwall

• Handling phone and email customer enquiries for Solar PV installation.• Coordinating surveys, scheduling in engineering for customer Solar requirements• Following up on survey reports, providing financial quote and high level plan for implementation• Keeping systems updated, regular customer communication and coordination of customer quotations.

Peterborough, England, United Kingdom

• Reviewing and gaining approval for new and renewal customer contract set-up. Working with Sales team to ensure all documentation is correct and uploaded onto internal systems• Administrational input to ensure accuracy and fulfilment of contract setup.• Collaborated with cross-functional teams to facilitate contract administration and meet established requirements.• Worked with internal and external stakeholders to address contract administration details and complete documentation.• Configuration of new customers on customer portal• Training calls with customers to run through portal usage for ongoing self-management

Peterborough, England, United Kingdom

• Part of a high profile contract team, handling customer calls, voicemails and emails for collection and delivery of completed exam papers.• Handled complaints and enquiries into parcel collection and delivery.• Recorded and processed customer data accurately.• Handled requests with friendly, knowledgeable service and support.• Assisted customers with varying questions using product knowledge and service expertise.• Supported management with reporting on calls, enquiry updates and parcel location investigations• Working with internal teams for parcel investigations.• Promoted to Team Leader, overseeing a team of 7, ensuring their training and account setup was completed in time with helpdesk opening dates. Creating rota's and approving agency timesheets.• Monitoring and handling escalated enquiries.• Attended regular customer and third party meetings for service delivery reviews.

A Level, Media Studies, Psychology, English

Gcse