Global Customer Support Manager

• Aug 2014 - Present

Cisco support Team Leader

• Feb 2011 - Jul 2014

- Managing a team of 7 individuals, making sure that all voice and data support calls were dealt within the agreed SLA's.- Taking on any escalations concerning high profile customer issues, or loss/degradation of customer service.- Helping to think of ways to improve the working environment and better the way the team works.

Cisco 1st line engineer

• Apr 2010 - Feb 2011

I was promoted to the 1st line support team, where my responsibilities were to resolve customer and internal IPT issues on our managed network effectively and within our guaranteed SLA's. I worked with call manger 4 and 7, Unity, ARC, RDP, Red box recorder, and NetXplorer.

Service desk Analyst

• Sep 2008 - Apr 2010

This was my first position within Niu, where my responsibilities involved answering phone calls for the Cisco, Systems, and carrier fault issues/queries. I was also responsible with liaising with customers and third parties making sure all parties were kept up to date.

Service Desk analyst

• Sep 2008 - Apr 2010

Ipitomi were bought out by Niu Solutions in Early 2009 and then re-branded along with the company. My main duties/requirements at Ipitomi are to: To answer calls via our Arc console switchboard. To log support calls from these phone calls and to pass them to either the system engineers or the Cisco engineers. To raise support calls from our Service desk mailbox and assign them to either systems or Cisco engineers. To cover the service desk between 07:00am - 18:00pm. To log faults with carriers such as Verizon, BT, Cable & wireless etc on behalf of the customer and follow the faults through to resolution. To make sure that customers are updated via e-mail or telephone in relation to the SLA of the calls. To provide bandwidth usage graphs for clients via netxplorer. To make alterations to customers voicemail settings using Unity. To make name changes, pin resets and other changes to service via Cisco call manager. To notify key contacts of any issues/ planned maintenance that we have going on. I have been trained to use Verizon's VEC portal, BT's Eco repair, and Lixxus online portal. During my time at Ipitomi I have managed to develop my organisational skills due to the fact all the calls we raise run on SLA's. This role has definitely been the most suited to me so far as I have relished the chance to learn about both Microsoft and Cisco services. I have also received numerous amounts of good feedback due to my approach on the phone and the way I handle situations.

Recruitment Consultant

• Jul 2007 - Apr 2008

My main duties at Gensa were: Contact companies and try to get them to recruit through us. Contact candidates, and try to place them in companies we recruit for. Keep the company website www.salesprofessionals.com upto date with our new candidates. Manage both BT telephone account, along with our Lyreco stationery account. During my time with Gensa, I have further developed my communication skills both face to face and over the phone with customers. I also received Elite Recruitment training which showed you the structure of a recruiters day, and how to organise your work load efficiently.

Customer services advisor - Administrative clerk

• Jan 2005 - Jul 2007

My main duties at the BTLB were to: Place all orders for the different sales teams. Keep an upto date spreadsheet and sales board of all sales made by the sales team. Make sure all lines, services and equipment went out to BT customers on time. Deal with customer enquiries on both installation, and billing details. Use BT's cobra system which enables the sales team to get paid what they were owed. Place simple orders with the BT back office for minor orders such as call diversion. During my time with BTLB I learnt how to work both by myself when processing orders and working as a team when having to do the weekly sales spreadsheet. I also received 5 star training on customer service, BT products and services and BT systems (i.e. cobra, evolve, oneview).