Experience

Orca

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

• Information Technology Service Desk Manager

  • Aug 2023 - Present

  Chorley, England, United Kingdom



Tech Mahindra

• IT Services and IT Consulting
• 700 & Above Employee

• Deputy Operations Manager - CS&B TalkTalk FutureFibre

  • Aug 2020 - Mar 2023

  Salford, England, United Kingdom o Led 6 Team Leaders and 84 FTE across two sites in Salford. Remote mentored 2 TLs and 1 OM for CS in Cebu o Utilised offline time to coach and mentor team leaders by creating strategic work streams containing achievable targets which resulted in an increase of NPS and ASAT scores and bringing in KPIs on target, or above, including hold times, transfers and after call work. o Engaged positively with agents and provided statistical information via a daily buzz to keep them informed of… Show more o Led 6 Team Leaders and 84 FTE across two sites in Salford. Remote mentored 2 TLs and 1 OM for CS in Cebu o Utilised offline time to coach and mentor team leaders by creating strategic work streams containing achievable targets which resulted in an increase of NPS and ASAT scores and bringing in KPIs on target, or above, including hold times, transfers and after call work. o Engaged positively with agents and provided statistical information via a daily buzz to keep them informed of business critical updates to ensure product knowledge was current and up to date in an ever-changing landscape o Daily KPI analysis and performance management touch to assist the TLs where to focus resources efficiently to improve positive customer journey and resulting an increase of complaints closed from 40+ weekly to 200+ weekly. o Managed operational rigour, including attendance, lateness, availability, and live queue management to consistently deliver in excess of 95% SLA target, as well as reductions in attrition and unplanned shrinkage leading to an improved customer journey and healthy work environment. o Stakeholder management internal and external which included hosting weekly business reviews/monthly business reviews as well as any ad hoc business review, where information was traded in regards to best practice and process improvement plans. o Recognising talent and creating training/mentoring plans to develop people to roles best suited to them. o Driving a customer service-focused environment. o Implementing large-scale change in a timely and effective manner. o Achievement of targets in line with annual operating plan and budgets. o Contributed to the strategic direction of the business along with other Senior Management team members. o Liaised with internal departments to ensure the correct level of recruitment and training. o External recruitment Show less



Available

• Information Technology & Services
• 200 - 300 Employee

• Customer Service Support Manager

  • Feb 2020 - Aug 2020

  Bolton, England, United Kingdom Available immediately for new opportunities within the customer service, application, and or technical support management roles.



Club Systems International Ltd

• United Kingdom
• Software Development
• 1 - 100 Employee

• Support Manager

  • Aug 2017 - Feb 2020

  IT Customer Service Support Manager - Club Systems International • Project managed hardware replacement for the support team by monitoring issues being had with the hardware, pricing up replacement hardware, creating a business plan for the Managing Director to justify cost and positive benefits for using new systems. Pricing the cost of the system for budget and then bringing the replacement hardware in under budget by tweaking requirements and finding a cheaper provider. • Increased… Show more IT Customer Service Support Manager - Club Systems International • Project managed hardware replacement for the support team by monitoring issues being had with the hardware, pricing up replacement hardware, creating a business plan for the Managing Director to justify cost and positive benefits for using new systems. Pricing the cost of the system for budget and then bringing the replacement hardware in under budget by tweaking requirements and finding a cheaper provider. • Increased resources up to a team of fifteen application & hardware support personnel due to increasing volume and then re-organised support team into smaller, dedicated teams responsible for specific areas of support for the business. • Trained and mentored team leaders and support personnel within their new team structure. • Received feedback from users via a focus group and acted upon this by increasing support members working out of core hours to ensure maximum availability for resolving issues. • Overhauled the Live Chat support tool function and made it more accessible to the users and increased usage with lots of positive feedback. • Oversaw creation of online support documentation for the team which could also be used for users. • Chaired a weekly open forum to discuss business improvement ideas and training plans, also used this time to provide feedback to the Development team in regards to application call trends so we could work together in finding solutions to the current issues being faced. • Attended monthly senior management meetings to discuss business needs, product development and areas of improvement. Show less



BNY Mellon

• United States
• Financial Services
• 700 & Above Employee

• Customer Service Team Lead

  • Apr 2009 - Aug 2017

  Manchester, England, United Kingdom • Guided a team of digital service desk analysts located in the EMEA region, the US region and India region as well as working to set predefined KPI’s and SLA’s. • Chaired 1-2-1 meetings on a monthly basis to ensure the team as a whole we working and meeting KPI’s and SLA’s and a training plan was put in place for any team members who were not. • Proactively dealt with major incident management and escalation management to ensure the company continued to operate when critical issues… Show more • Guided a team of digital service desk analysts located in the EMEA region, the US region and India region as well as working to set predefined KPI’s and SLA’s. • Chaired 1-2-1 meetings on a monthly basis to ensure the team as a whole we working and meeting KPI’s and SLA’s and a training plan was put in place for any team members who were not. • Proactively dealt with major incident management and escalation management to ensure the company continued to operate when critical issues occurred. • Investigated ways of improving service desk first time fix rate and implemented changes with positive outcomes. • Provided technical support to 50,000+ users globally covering most Microsoft applications, VPN, Blackberry and Active directory as well as some bespoke software. • Oversaw all real-time activities to ensure operational and client goals were met and determined agent schedules to meet call centre objectives. • Served as initial contact point for all issues regarding schedules in EMEA region. • Hosted weekly business improvement call with Operations management. • Produced ad-hoc reports for Operations management detailing how support could be utilised better to cover all support avenues. Show less



Bolton Council

• United Kingdom
• Government Administration
• 700 & Above Employee

• Support Team Lead

  • May 2008 - Apr 2009

  Bolton, England, United Kingdom • Project managed a business improvement process. • Guided a team of five technical support analysts. • Provided system technical support for the building control department. • Liaised with other council departments on a daily basis.



IBM

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

• Customer Service Team Lead

  • Apr 2000 - May 2008

  Manchester, England, United Kingdom • Guided a team of multilingual customer service analysts who covered 50+ companies both during core hours and out of normal business hours. • Coached and developed support staff using weekly one to one meetings and appraisals. • Monitored service level agreements and key performance indicators to maintain customer satisfaction. • Contract manager for twenty different customers including The AA and Boots. • Proactively monitored ACD system to ensure analysts available at busy… Show more • Guided a team of multilingual customer service analysts who covered 50+ companies both during core hours and out of normal business hours. • Coached and developed support staff using weekly one to one meetings and appraisals. • Monitored service level agreements and key performance indicators to maintain customer satisfaction. • Contract manager for twenty different customers including The AA and Boots. • Proactively monitored ACD system to ensure analysts available at busy times. • Drove customer satisfaction by implementing innovative ideas and concepts that lead to improvements in quality and productivity. • Implemented a weekly newsletter advising my team of any information pertinent to their duties. Show less