Experience

Onecom

• United Kingdom
• Telecommunications
• 300 - 400 Employee

• Service Delivery Manager

  • May 2021 - Present

  - Create & provide monthly/quarterly service reports, identifying trends to prevent future problems or incidents and to forecast potential changes in resource requirement. - Chair & attend monthly managed service review meetings with key customer stakeholders. - Chair weekly interim service calls to monitor performance and identify potential problems. - Review services and performance against SLAs/OLAs and KPIs - Drive internal teams to remediate customer incidents and problems and provide root cause analysis to key contacts when necessary. - Be ‘The Face’ of Onecom to the customer and be accountable for the quality of service and performance. - Customer escalation point for various services. - Manage major incidents for assigned accounts & all accounts when Duty Manager. - Review change management requests and attend weekly Change Advisory Board meetings. - Spot and act on upselling and cross-selling opportunities. Show less



Olive Communications UK

• Telecommunications
• 1 - 100 Employee

• Service Delivery Manager

  • Oct 2018 - May 2021

• Corporate Service Management

  • Feb 2015 - May 2021

  - Overseeing & proactively managing the day to day queries generated by the CSM managed accounts. - Chair & attend regular customer meetings and service calls. - Ensuring that appointed CSM account tickets are progressing with Customer Service correctly taking ownership where required as an escalation point.- Ensuring the CSM Support Advisors are kept up to date with customer requirements and processes. - Generating and analysing customer reporting where applicable (bespoke and standard). - 2nd level complaint and escalation point for named corporate customers, ensuring everything properly captured and recorded in line with the documented Complaint and Escalation management process- Retain a current knowledge of network products/services as well as manufacturer hardware and support - Be fully conversant on network Pricing and Tariff information to manage enquiries effectively and provide best practice advice.- High level ownership of the workload management queue aligned to CSM customers, ensuring the SLA for this is proactively met on requests queuing- Providing assistance and advice to the CSM Support Advisors around task and ticket management to ensure errors or queries are minimised.- Ensuring any Supplier errors are decreased and escalating to the relevant network contacts as and when required. - Proactive management of some key customer Olive Bill Manager accounts Show less

• 2nd Line Customer Support

  • May 2014 - Feb 2015

• Customer Service Executive

  • Jul 2013 - May 2014



5G Communications

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Customer Care Advisor

  • Jan 2011 - Jul 2013



John Lewis & Partners

• United Kingdom
• Retail
• 700 & Above Employee

• Sales Advisor

  • Sep 2010 - Jan 2011