Experience

Convergence Group

• United Kingdom
• Information Technology & Services
• 1 - 100 Employee

• Business Analyst

  • Feb 2023 - Present

• Reporting and Process Analyst

  • Sep 2021 - Feb 2023

• Delivery Coordinator

  • Jun 2015 - Sep 2021



Six Degrees Group

• Studley

• Provisioning Manager

  • Apr 2012 - May 2015

  Provisioner within a team of six people managing implementations of primarily connectivity, but also datacentre and cloud solutions (promoted to Provisioning Manager from Service Delivery Coordinator in January 2013). Request, complete and submit order forms/purchase orders to telco/local providers in a timely and accurate manner. Tracking order progress with the local provider and advising updates to the customers. Manage technical provisioning (e.g. circuit/equipment configuration). Submitting Ready For Service notifications to the customer within 24 hours after service delivery. Hold service activation and technical discussion conference calls with customers and technical colleagues. Suggesting process optimisation to improve efficiency/customer experience. Identify, report and resolve technical, logistical or commercial difficulties whilst guaranteeing order delivery still within the agreed time lines and margins. Provide excellent customer service at all times taking into account the customer's unique circumstances to arrive at a solution that satisfies the customer. Ensure successful Service Delivery of all new and on-going services adhering to the organisations SLA's and ensuring that Suppliers meet there SLA, communicating escalations where needed. Accurately document all work carried out using CRM system (Microsoft Dynamics). Participate in customer, team and departmental meetings as required. Show less



Avnet Technology Solutions

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Service Analyst & Supervisor EMEA

  • Feb 2008 - Apr 2012

  I was the supervisor in the UK customer service office of five people. We resolved post-sales logistic, return and invoice issues. The work involved coaching the team, exploring and interrogating processes (improving where I saw failures) guided colleagues in other departments with the goal of getting the best resolution. Monitored and ensured KPIs were met on a quantity basis and quality standards are kept high. On a daily and monthly basis produce reports on KPI areas (recommending changes as necessary). Maintained and developed the training program Resource planned the team’s tasks on a weekly rota based system. Acted as the central point to other departments (account management, logistics, warranty, credit control, inventory, finance and supply chain) in order to get the task at hand resolved. I covered day to day tasks of a customer service co-ordinator/analyst/team manager that involved a large scope of queries – knowledge of who, what, when, where and why the best practice to follow was key! Run the office lottery syndicate Show less



Bell Microproducts

• Computer Hardware Manufacturing
• 100 - 200 Employee

• Customer Service Analyst & Coordinator

  • Apr 2006 - Feb 2008

  Within a team of customer service agents with a manager, my primary tasks were resolving and reporting on issues relating to logistics, returns and e-commerce applications to support European customers via phone and email. - Track & trace requests across a variety of couriers across Europe - Validate requests according to process, procedure and SLA - Login access for separate hardware and license portals - Advise customers/account managers of delays and service failures - Raise returns numbers for back to stock, faulty and configured products - Password resets/access level changes from electronic/faxed forms - Investigate reported/potential incorrect shipments from customers - Raise courier loss/damage claims - Requesting credits - Resolve short/over/incorrect return discrepancies - First-line contact for a range of Industrial, Corporate and Retail customers - Supported data feed/3rd party site issues Show less



Corus

• United Kingdom
• Mining
• 500 - 600 Employee

• Project Support

  • Jun 2004 - Jul 2005

  Working in the Corus Distribution and Building Systems Division (CD&BS) - Compared, trialled tested and chose Wi-Fi and wired label printers and Wi-Fi PPC barcode scanners to be used throughout the CD&BS division. Installed mentioned devices on wired and wireless networks and provided training. Involved in researching RFID (wireless barcodes) for its effectiveness in the steel environment. Dealt with day to day purchase orders, temporarily acting as the purchase ledger. Involved liaising internally with other Corus departments/employees and creditors (built on customer service experience). Created MS Access databases and Visio workflow documents for use internally within the department specified by the employee(s) using them. Show less