Will Douch Email & Phone Number

Altrincham, Gb

Managing a team of 13 Service & Contract Managers based throughout Europe.

Senior Service & Contract Manager for one of Colt’s largest strategic Wholesale accounts.

Manchester

I’m an experienced Service Manager currently dedicated to one of Colt’s largest growth account, alongside two other premium plus, strategic customers, acting as their champion within Colt. My customer portfolio includes both Wholesale and Enterprise accounts.I chair monthly, senior level customer service review meetings to review service performance with regards to SLA, customer satisfaction and service improvement. I produce monthly performance reports on service delivery and service assurance, I then analyse this data to look for problem areas and trends. As a result of these service reviews I am able to gather feedback directly from the customer. This data, combined with the reports allows me to produce Customer Service Improvement Plans and implement process changes which are in line with the customer’s requirements.I provide consistent and targeted support throughout the service lifecycle.

London, United Kingdom

A single point of contact for a number of elite accounts, managing the delivery of services from order placement to hand over. My accounts include Cable & Wireless, BT, Barclays, SunGuard and Sprint.My responsibilities included:• accepting new orders and raising them onto Colt’s order handling system;• technical validation;• progressing orders from receipt through to completion;• pro-actively updating customers via email, telephone and reporting;• first level escalation point;• change management;• billing;• resolving delays (customer and internal);• regular customer meetings.

London, United Kingdom

My role was split into two aspects. Service Delivery:• liaising between the customer and relevant teams within Colt to ensure orders were completed within a standard lead-time;• resolving rejections;• setting Colt Promise Dates (CPD) and Expected Installation Dates (EID);• Task Delay’s resolution;• order query resolution.Geographical and non-geographical number porting:• raising all porting requests;• technical validation;• corresponding with other licensed operators;• porting schedules;• customer updates;• change management.

Bsc Hons Business Information Technology, Business Information Technology

Education record