Experience

Wifinity

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Customer Support Team Lead

  • Aug 2017 - Nov 2017

  The Customer Service Team Leader is to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient manner, to increase customer satisfaction, loyalty and retention and to meet customer expectations. You’ll also be expected to know your Wifinity’s products and policies in detail and be able to communicate it to other members of staff. Duties include: ● Improve customer service experience… Show more The Customer Service Team Leader is to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient manner, to increase customer satisfaction, loyalty and retention and to meet customer expectations. You’ll also be expected to know your Wifinity’s products and policies in detail and be able to communicate it to other members of staff. Duties include: ● Improve customer service experience, create engaged customers and facilitate organic growth. ● Take ownership of escalated customers issues and follow problems through to resolution. ● Set a clear mission and deploy strategies focused towards that mission. ● Develop service procedures, policies and standards. ● Follow through with Development team with bugs and new feature requests. ● Keep accurate records and document customer service actions and discussions. ● Analyse statistics and compile accurate reports on a monthly basis. ● Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment. ● Keep ahead of industry’s developments and apply best practices to areas of improvement. ● Control resources and utilise assets to achieve qualitative and quantitative targets (quality + speed). ● Maintain an orderly workflow according to priorities ● Arranging staff meetings and appraisals for any staff dealing with customers directly (monthly) ● Interaction with internal departments on an advanced and varied technical level ● Working in collaboration with account and escalation managers to resolve urgent or highly sensitive customer issues ● Be ready to cover in for agents on holiday or off absent ● Where recurring quality issues occur highlight any known root causes, trends and recommend improvement areas

• Customer Service Representative

  • Oct 2015 - Nov 2017

  Description Provided 1st/2nd line technical support for end users. The role was resolving technical faults across our customer base. Products supported included a combination of server issues, connectivity issues with gaming consoles, phones, PC’s, Mac’s to the Wireless Network. Job Responsibilities included; Professionally handle high volume incoming customer inquiries regarding products and services Handle technical support issues via telephone, email support… Show more Description Provided 1st/2nd line technical support for end users. The role was resolving technical faults across our customer base. Products supported included a combination of server issues, connectivity issues with gaming consoles, phones, PC’s, Mac’s to the Wireless Network. Job Responsibilities included; Professionally handle high volume incoming customer inquiries regarding products and services Handle technical support issues via telephone, email support, chat. Thoroughly and efficiently gather customer information, assess and fulfil customer needs, educate customer and sell addition services- when doing so will enhance the customer’s overall product satisfaction. Resolve customer issues’ accurately and efficiently including billing inquires, adding additional services and providing routine technical support. Handle back office work including responding to email inquiries accurately and effectively.



Storacall Voice Systems (2019) Ltd

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Director Customer Support Services

  • Jun 1982 - Dec 2007

  Storacall Voice Systems Ltd, Sunbury June 1982 – December 2007 Responsible for the customer services operations, which included the following departments; Installation and Service, Help Desk and Production Department with the responsibility of a team of 20 This included various duties of dealing with contracts and supervision off times scales to have products built and installed on Customers sites within a time period to meet timescales of… Show more Storacall Voice Systems Ltd, Sunbury June 1982 – December 2007 Responsible for the customer services operations, which included the following departments; Installation and Service, Help Desk and Production Department with the responsibility of a team of 20 This included various duties of dealing with contracts and supervision off times scales to have products built and installed on Customers sites within a time period to meet timescales of contracts. Work History at Storacall Voice Systems Ltd Trainee Store Assistant June 82 - July 84 Duties included being responsible for stock and modifying machines before being dispatched to clients or given to engineers to install Field Service Engineer July 84 - July 88 Duties included Installation and Service of our products on a nationwide coverage and part of the team that carried out new installations of new products before passing over to rest of the engineering team. Engineering Company Manager July 88 - April 93 Due to the company splitting into different companies I was promoted to Engineering Manager with overall running off Storacall Engineering Ltd and was able to bring a profit in every year. Customer Services Director April 93 - Dec 07 After another, reorganization my company was merged with the sales company and I was given the overall responsibility of Operations Departments that included Installation, Service, Help Desk and Production Department. Show less Storacall Voice Systems Ltd, Sunbury June 1982 – December 2007 Responsible for the customer services operations, which included the following departments; Installation and Service, Help Desk and Production Department with the responsibility of a team of 20 This included various duties of dealing with contracts and supervision off times scales to have products built and installed on Customers sites within a time period to meet timescales of… Show more Storacall Voice Systems Ltd, Sunbury June 1982 – December 2007 Responsible for the customer services operations, which included the following departments; Installation and Service, Help Desk and Production Department with the responsibility of a team of 20 This included various duties of dealing with contracts and supervision off times scales to have products built and installed on Customers sites within a time period to meet timescales of contracts. Work History at Storacall Voice Systems Ltd Trainee Store Assistant June 82 - July 84 Duties included being responsible for stock and modifying machines before being dispatched to clients or given to engineers to install Field Service Engineer July 84 - July 88 Duties included Installation and Service of our products on a nationwide coverage and part of the team that carried out new installations of new products before passing over to rest of the engineering team. Engineering Company Manager July 88 - April 93 Due to the company splitting into different companies I was promoted to Engineering Manager with overall running off Storacall Engineering Ltd and was able to bring a profit in every year. Customer Services Director April 93 - Dec 07 After another, reorganization my company was merged with the sales company and I was given the overall responsibility of Operations Departments that included Installation, Service, Help Desk and Production Department. Show less