Experience

• 

  Moneyline-UK

  • United Kingdom
  • Financial Services
  • 1 - 100 Employee

  • Software Manager

    • Mar 2022 - Present

  • Customer Experience Technical Manager

    • Mar 2020 - Mar 2022

• 

  Capita

  • Blackburn, Lancashire, United Kingdom

  • Team Leader - Integrated Service Operations

    • Dec 2016 - Mar 2020
    • Blackburn, Lancashire, United Kingdom

• 

  BT

  • Blackburn, United Kingdom

  • Customer Care Specialist

    • Sep 2016 - Dec 2016
    • Blackburn, United Kingdom

• 

  Promethean

  • United States
  • Education Administration Programs
  • 700 & Above Employee

  • International Customer Support Senior Technician

    • Aug 2013 - Aug 2016

    • Oversee the shift’s Customer Support Team who provide 1st and 2nd line telephone and email technical support to a customer base (mainly education sector in Europe, Middle East, Africa and Asia-Pacific) supporting Promethean bespoke software and hardware. Hold regular one-to-ones with Team members and give regular feedback to them regarding the key performance indicators.• Identify training needs of the Team, make suggestions for training and co-ordinate with the L&D team to provide the training• Work through the Team, motivate, develop and coach Team members with the support of L&D, support the Team in their effort to achieve their targets.• Make sure each Team member has an even and fair workload.• Decide how to resolve complicated customer queries. Serve as a point of escalation and as a coach for the Team.• Escalate issues when necessary and liase with 2nd line support and service departments where appropriate.• Listen in the calls of the Customer Support Technicians randomly. Provide feedback to them and identify their training needs.• Take part in the hiring of Team members and provide own opinion in people issues.

  • EMEA & APAC Support Technician

    • Mar 2006 - Aug 2013

    Support Technician1st & 2nd Line Support for IWB & Projectors.Supporting All Promethean Software & Hardware. Troubleshooting and Problem solving.Implementing good practices to meet SLA’s and KPI’sProduct Training.Remote Support

• 

  Promethean

  • Support Technician

    • Jun 2005 - Dec 2005

    Support Technician1st & 2nd Line Support for IWB & Projectors.Supporting All Promethean Software & Hardware. Troubleshooting and Problem solving.Implementing good practices to meet SLA’s and KPI’sProduct Training.Remote Support

• 

  CSC

  • I.T Service Centre Analyst

    • Nov 2004 - Jun 2005

    I.T Service Centre Analyst1st Line Support, Windows 2000, NT, XP, Exchange, Outlook, Dial-up. Meeting SLA’s and KPI’s