William Garner Email & Phone Number

First and second line support (inbound calls for government contracts).Incident and problem management (managing staff to ensure SLA’s are met).First point of contact for taking escalated calls from operators (diffusing situations between operators and frustrated/persistent callers).Taking calls for a range of contracts including operating and handling emergency calls.Liaising with internal staff and external vendors using Outlook, Lync and Communicator.Providing reports to key stakeholders using Excel, PowerPoint and Word.Writing knowledge/process documents for new and existing staff members.Monitoring staff members and their calls to ensure that a high quality of service is attained. Working with wider management team to achieve business aligned objectives.

Being able to work as a part of a team to competently complete given tasks, where necessary acting on my own initiative.To maintain high standards of personal presentation as required by the company.Demonstrate the necessary skills, using mental arithmetic, to complete transactions with customers.Build and maintain a rapport with regular customers to ensure their continued business.Having a professional but pleasant manner when communicating with customers, in person or over the phone.

Foundation Degree, Commercial Music Technology

National Diploma, Music Practice, Distinction