Experience

Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Incident Manager

  • Aug 2016 - Present

  - Responsible for Internal & external progress bulletins for high-level, escalated faults and network outages.- Responsible for the management of escalated and high profile incidents, ensuring continuous focus on resolving the issue as quickly and efficiently as possible whilst maintaining a high-level of accurate, timely and detailed communications to stakeholders. - Writing and distributing flash reports.- Writing service incident reports with an emphasis on accuracy, professionalism and impartiality.- Build and manage effective relationships with internal and external customers and technology stakeholders.- Produce high quality and timely incident communications across a variety of channels- Improvement action assignment & tracking.- Contribute to effective post-incident resolution activities to ensure quality handover and interaction with Problem Management and other Service Management processes.- Incident management team mailbox monitoring & processing. - Design and development of workarounds/process enhancements.- Host and attend conference calls and technical bridges with internal departments, customers and OLO's. Show less

• 1st Line DSL Technical Support Analyst

  • Jun 2015 - Aug 2016

  - Accurately diagnosing and resolving customer faults with an emphasis on call quality and 1-call resolution for the Demon wholesale and reseller customer base.- Guide Vodafone senior business partners and end-users through various network configurations to maximise broadband speed, reliability and consistency.- Resolving client escalations and complaints in a professional and efficient manner.- Case manage high-level faults to ensure a positive customer experience, end-to-end.- Design, write and deliver training material for the core-hours team and out-of-hours staff, completing regular quality checks to ensure the correct processes are being adhered to.- Regularly assess the effectiveness of processes and work with other teams within the company to increase efficiency and accuracy of the information being cascaded to the Demon desk.- Assist with management duties in the absence of the Team Manager.- Regularly liaise with other teams within Vodafone to improve inter-department communications, setup and attend regular conference calls to discuss short-falls and analyse processes. Show less



Capita

• Canada
• Financial Services
• 1 - 100 Employee

• Technical Support Advisor/Team Expert/Deputy Manager

  • Sep 2013 - May 2015

  - Accurately diagnosing and resolving customer faults with an emphasis on call quality and 1-call resolution. - Guide external customers through various home network configurations to maximise broadband speed, reliability and consistency. - Liaise with other service providers to log technical faults, damaged lines, network issues and outages. - Resolving customer escalations in a professional and efficient manner. - Case-manage high level faults and complaints to ensure a positive customer experience, end-to-end. - Collate team stats, new processes and deliverables to conduct team meetings on a frequent basis. - Log instances of late staff, sickness & absence instances and document any subsequent meetings on the system ensuring the companies HR policies are being followed correctly. - Analyse team processes and stats with an aim to mentor and support staff who require assistance to meet the contract KPI’s. - Design and deliver coaching to staff members with an aim of improving stats, well-being and contract awareness. Show less



Virgin Media

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Telephone Switch Engineer/Data Analyst/Compliance Auditor

  • Aug 2009 - Sep 2013

  - Providing high-level compliance reports and audits to senior management.- Analysing data to highlight flaws in processes or software faults via root cause analysis and regular data audits.- Supporting the centre in an SME role (Subject matter expert) which includes floor walking, resolving escalations, faults and technical queries.- Using feedback models and net promoter scores to highlight shortfalls within the department and recommend improvements that directly impact both internal and external customer experiences.- Ensuring the industry-set emergency services compliance rate is consistently met month-to-month.- Attending regular conference calls with management around the company to spearhead and support department projects.- Managing a small team of staff who complete the generated audit reports along with answering and resolving any queries and escalations they may have.- Liaising with field engineers and management to resolve telephony switch related faults and resolve technical soft-switch related escalations.- Liaising between companies and departments to ensure all number portability and emergency services regulation processes are being adhered to. Show less

• Install Operation Centre Representative

  • Oct 2007 - Aug 2009

  - Liaising with field engineers to assist with equipment activation faults.- Regularly contacting customers to up-sell and obtain engineer feedback.- Contacting field management to escalate resource short falls.- Attending regular conference calls with field team managers, site managers and contractors to ensure the daily completion rate targets are met.- Using the continuous improvements feedback model to discuss and suggest new ideas to improve our processes and reduce in-house faults. Show less