My career so far, from shopfloor to office, from data centre to customer site, has exposed me to customer service across multiple industries and sectors. The chance to work with and for some of the UK’s most well known companies allows me to exceed in my role as a person who gives customer service to everyone; especially when they need it most. I am able to engage teams both internally and externally, and I have confidence in speaking with executive customers all the way to up C level.
I specialise in customer engagement and relationship management, performing to the highest standards to grow customer spend and repair customer relations. I also have experience in incident managent, communication and coordination, escalations, and managed hosting.
In May 2016, I moved from my Service Desk role in to that of a Client Service Partner (Service Manager), assigned to specific clients to support them day to day and assist with escalations. These include both public and private sector clients with sizeable monthly spends.
• Provide Program Management expertise in managing Service Level Agreements and other aspects of the client contractual agreement
• Communicate effectively with peers, superiors and subordinates, as well as C-Level Executives on client and CenturyLink sides
• Coordinate all client communications including weekly and monthly reporting, crisis management and escalations
• Maintain proactive customer communication to foster a high touch relationship. Develop and maintain project plans and action item lists and conduct regular customer status meetings to keep projects and actions on track with dates and owners
• Schedule and lead effective team meetings which will include field and/ or corporate resources
• Successfully interact with other organizations within CenturyLink to deliver seamless implementations & service to clients• Serve as an escalation point 24/7 for production impacting incidents• Incident report creation and distribution
• Coordinate change management activities by liaising with clients, Global Change Management, and the CenturyLink Service Centre (activities include patching, CenturyLink standard maintenance, and customer specific changes)
• Facilitate resolution of issues pertaining to billing, credit requests and billing disputes
• Facilitate order process for customer moves, adds, changes, and deletes
• Prepare, schedule and facilitate regular client service reviews according to established best practices. These reviews highlight existing client services, any opportunities for new business, the status of account plans, and service levels.
• Support the CenturyLink Client Loyalty program through customer education, and by encouraging client contacts to participate in the program by providing their feedback. Respond to survey alerts by adhering to the closed loop process
Service Desk Apptentice: November 2014 - October 2015
Service Desk Analyst: October 2015 - May 2016
After completing my apprenticeship with CenturyLink between November 2014 and October 2015, I was offered a permanent position within the company and performed the same role as a Service Analyst on the first line/service desk team.
• First point of contact for clients and other local offices seeking functionality and technical assistance with various applications, products and their delivery
• Ensuring that the full business impact is captured/ understood when dealing with Incident cases
• Call logging in BMC Remedy
• Provide and obtain timely updates to/from relevant parties (internal and external)
• Ensure all issues are chased throughout the ticket life cycle
• Manage the resolution of issues and keep clients informed.
• Promptly escalate issues that cannot be resolved using own resources.
• Follow Outage procedures as required and keep Customers and Management up to date at all times
• Being a ‘first line’ for customer service
• Exhibiting high standards of shopfloor presentation
• Holding branch keys
• Locking/unlocking the branch
• Being on call for refrigeration breakdowns/intruder alarms
• Running the section on a day-to-day basis
• Being flexible and available
• Handling cash
• Having ‘courageous conversations’ with Partners about standards and working attitude
• Completing reports, and following up on partner discrepancies
I was also trained as a Sponsor, training new partners so they are efficient and competent in their role. Key skills: role model, communication, detail.
I was successful in my application to become an AIM Lead, more specifically Efficiency. I helped control wastage, theft, rotas (including how much the branch spent on pay) and legal food standards. I excelled in providing a means of communication and improving management relationships with the partners within my AIM. I had to be proactive rather than reactive, foreseeing events (such as sales, transaction count and wastage) and tailoring the ‘next steps’ to achieve.
I always went above and beyond what was expected of me, which was recognised by my managers. This was a crucial part of me gaining my reputation as a trustworthy, reliable, motivated partner, who is a real asset to a team.
I worked part-time between September 2011 and June 2013, then after completing my A-Levels, went on to become full-time in July of that year.