Experience

Commify

• United Kingdom
• Telecommunications
• 100 - 200 Employee

• Customer Success Lead

  • Jul 2014 - Present



Esendex

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Customer Support Team Lead

  • Nov 2016 - Present

  Nottingham, United Kingdom

• Customer Support Advisor

  • Jul 2014 - Present

  Nottingham, United Kingdom To provide exemplary customer service and support for the UK and across all other international territories. Escalate all high priority and severity issues accordingly. Escalate all complaints appropriately Deal with Governing / Regulatory bodies with enquiries within the appropriate time-scale. Make recommendations for Support Site content based on customer queries Liaise with the relevant teams on escalated calls/issues.

• Interim Technical Customer Support Manager

  • Dec 2017 - Jun 2021

  Nottingham, United Kingdom



Welcome Financial Services Ltd

• Financial Services
• 1 - 100 Employee

• Software Support Analyst

  • Aug 2003 - Jun 2014

  • Working to tight time deadlines in regards to completing projects on time and making sure that the branch networks month end dead lines were hit. This involved shift change to better enable the business to make full use of the system up time at critical periods • Taking full ownership and responsibility for issues: part of my job was to make financial changes to customers’ accounts in a live environment this was done with a high level of trust as I had system administrator access and… Show more • Working to tight time deadlines in regards to completing projects on time and making sure that the branch networks month end dead lines were hit. This involved shift change to better enable the business to make full use of the system up time at critical periods • Taking full ownership and responsibility for issues: part of my job was to make financial changes to customers’ accounts in a live environment this was done with a high level of trust as I had system administrator access and accuracy to details was a key point • Troubleshooting as Users would log calls via the It service desk I would then trouble shoot the issue and see if it was a technical change that could be made by my team or did it need to escalated to a 3rd party I then managed the issue with the 3rd party until we got a resolution • Migration data during the 3 migrations I played a key part in data cleansing via SQL reports which were processed each night and were amended by myself and my team the next day we were also on hand for dress rehearsals and worked through the night on final go live dates • Working with large bespoke financial systems on a daily basis being a part of a small team we had a lot of responsibility • Branch Set up and User maintenance we were responsible for creating all new branches integrating them with HSBC for card payments and setting all of the internal users for the branch as we were a regulated company we had to adhere strictly to the FOS Policy • Assisted with the transfer of key backup data to an off-site Disaster Recovery facility • Organised team-building activities, training, social and various other events for the company • Produced documentation related to my role, and provided support to the testing team with general administrative tasks • Provided 1st and 2nd Line IT Support fixes, both face-to-face and over the phone Show less



See Tickets UK

• United Kingdom
• Entertainment Providers
• 100 - 200 Employee

• Tickets Sales Assistant

  • Aug 2002 - Jul 2003

  I handled calls from external customers who wished to purchase tickets for events, I also helped package the tickets up.



Rock City

• Promotions & Box Office Assistant

  • Jul 1998 - Jul 2002

  Nottingham, United Kingdom During my 4 years at Rock city I had the chance to work in several different areas Promotions Bar Reception Box office