Customer Experience Manager

• Apr 2023 - Present

Project Engineer

• Jul 2020 - Apr 2023

Technical Support Applications Engineer

• Aug 2008 - Sep 2019

Assist and respond to technical issues for both internal and external customers.Advises readily available products wherever possible, raise development and drawing requests.Engineer and process more complicated orders using the in house computer system. Assist customer services in technical specifications for quotations and orders. Attend meetings with customers and suppliers. Provide training for customer service administrators when necessary. Assess and resolve quality issues and respond quickly to any production line issues to help prevent delays. Provide cover for other engineers within the department. Process bespoke high value and prestigious orders. Produce synoptic tables, additional information sheets as and when required. Willing to learn and perform other tasks which may be deemed necessary to ensure an effective performance. Show less

Order Co-ordinator

• Aug 2006 - Aug 2008

Process new sales orders using company in house computer systemWith engineer supervision submit basic Drawing and BOM requests Liaise with various departments including planning and production to schedule an achievable build and despatch date.Communicate with the customer or Area Sales Manage to ensure customer request is interpreted correctly, ensuring an efficient and high standard of service to the customer.Update customer account details and certain commercial information.Communicate on a regular basis with team leader, customers and sales teams informing immediately of any possible delays to orders.Maintain and update the end user specification details.Provide product feasibility support to the Customer Services Sales Administrator.. Show less

Internal Sales Customer Service Administrator

• Aug 2001 - Aug 2006

Produce high quality detailed and accurate quotations for customers.Handle enquiries direct from customer via e-mail, fax, or telephone. Negotiate prices, specifications; identify projects thus supplying accurate and competitive quotations.Provide uncompromised sales support to Area Sales Managers and Regional Sales Directors.Liaise with other internal departments when dealing with delivery, invoice and technical queries.Update and maintain pricing policies and special project information. Produce and submit annual tenders meeting the submission date. Show less

Business Partner Support Advisor

• May 2000 - Jul 2001

Assisting in the resolution of service related issuesDay to day maintenance of customers accounts i.e. connection, change of service and tariffs.Liase with all business areas to proactively manage customers.Assist Business Development Managers and Partner Liaison Officers with resolving partner queries.Perform upgrade quotes for business customers.Relationship building with both partners and BPS customers.

Fixed Line Technical Support Advisor

• Apr 1999 - May 2000

To provide a high level of customer service to both RSL COM’s internal and external customers, by working together as a team to ensure that we offer a quality of service which cannot be matched throughout the telecommunications industry.Maintain a professional telephone manner at all times when making / receiving telephone calls from RSL COM’s internal and external customers.Record and track all written customer correspondence within the ‘service enquiry screen’ or ‘scratchpad’ where applicable, ensuring that departmental procedures are followed and that all correspondence is acknowledged within 24 hours from its receipt.Ensure that data integrity is maintained at all times, when inputting or updating changes to a customers account within the BCCS or MARS systems and that changes are made in line with departmental procedures.Record any reported equipment ‘non – dial in’s’ on the ‘service enquiry’ screen within BCCS. Ensuring that the customer is contacted within 24 hours from receipt of the report, to ascertain why the equipment has not called in and that the customer services supervisor is updated with reference to any instances where we have been unable to persuade the customer to reconnect to the RSL COM service.Ensure that all fault enquiries are logged and dealt with in accordance with departmental procedures, providing the customer with an enquiry log number where applicable, thus helping the RSL COM business to achieve Oftel comparable performance indicator requirements.Carry out a customer satisfaction survey with all new account customers following receipt of their first bill. Show less

Sales Co-ordinator

• Jul 1995 - Apr 1999

Provide complete office support functions to field area managersProvide head office support to dealers and clientsTo achieve and complete all agreed targets within specified time scalesTo quote and complete settlement forms and follow up on all occasions; to ensure that on receipt of proposals into Head Office deals are managed through the various departments to ensure an expeditious decisionTo maintain a diary system to follow up quotes passed over by area managers and to follow maturity mailings on an on going basisRegular contact is made with dealers/clients/area managers and fellow colleagues to ensure a high level of service. Any new leads are followed up via phone/letter with the ultimate objective of obtaining an appointment for the area manager to secure new businessSpreadsheet maintenance providing management information Show less

Assistant Maintenance Engineer

• Apr 1993 - Jul 1995

Assisted the maintenance engineer in all aspects of maintenance including maintaining air conditioning units by cleaning filters etc, moving power points, painting, carpentry, tiling, cutting carpet tiles, cutting ceiling tiles, basic plumbing, partitioning, building workstations, moving light fittings, changing light bulbs and other adhoc duties.Contract finished with maintenance company and I asked for a move to another type of job within the Company

Facilities Operative

• Mar 1992 - Apr 1993

To act within the post room which involved opening and delivering the post in a timely manner, preparing post and parcels for collection by the post office and various ad hoc duties within the facilities department. This led to being promoted to Assistant maintenance engineer.

Carpenter

• Jul 1991 - Mar 1992

After completing the carpentry and joinery course I worked on various building sites including new houses, barn conversions, old house refurbishments, home improvements including kitchens and re-roofing. Due to the building recession I decided to try for a more permanent type of job whilst still young After completing the carpentry and joinery course I worked on various building sites including new houses, barn conversions, old house refurbishments, home improvements including kitchens and re-roofing. Due to the building recession I decided to try for a more permanent type of job whilst still young