A very successful IT Customer Service Delivery Manager who possesses
an impressive record within B2C Contact Centre environments. Having
established successful Customer Contact Centres, devised and implemented
significant customer service enhancements and projects within budget and
timescales. Accomplished in managing remote teams that has delivered
consistent outstanding results. Now looking to make a continued
significant contribution for a company that offers an opportunity and a
return back to an Operations Management or Service Delivery Management
appointment.
.
- Business Systems Management
- Service Development (ITIL)
- Risk / Issue Management
- Establishing Contact Centres
- Prince2 PM Methodology
- Incident & Change Management
- Stakeholder Management
- Team Development / Leadership
- IT Business Analysis
- Systems Development
- Problem Solving
- Quality Assurance
PRINCE2 Orange Internal Delivery Methodology - Similar to Prince2 (2009)
ITIL Overview (2007)
Notable courses: Performance Management, Object Studio, UNIX , Axis, Frontier, Vantive.
- A key “hands-on” role, managing 12 people (application specialists, developers and programmers)
- Providing high quality system configurations and functional support.
- Training users of business and clinical information systems.
- Supporting business processes and developing KPIs for hospital software
- Implemented a 24 hours support service.
- Implementing upgrades to existing systems and facilitating the smooth transition of new systems from implementation into operational support.
- Part of the Transitions Team that realigns services as part of the NHS reforms.
- Working within a strict budget and timescales.
- In charge of roadmaps, defining business needs and creating tailored support services.
- Leading and solving major incidents.
- Maximized the benefits gained from the investment in information systems within the Trust.
- Identified low performance and outsourced 10% of the workload that expedited procedures, increased cost savings and allowed permanent desk staff to up-skill.
- Created a major incident process (ITIL) and documented QA.
- Rolled out a Major Incident Process across ICT and vendors.
- Set-up and chaired vendor meetings, renegotiated issues list
and delivery dates and organised delivery
dates and SLAs. - Reviewed and criteria and signed off (Authorized person) before rollout to the whole group.
- Reduced calls to the service desk and asset management teams by creating a new ICT “Web Self Service” facility that enabled customers to login and solve their queries and problems.
- Improved service desk statistics and achieved targets in areas which had previously failed.
- Carried operational activities relating to BIS transactional support services, such as Service Desk (on and off-shore), hardware and software procurement, asset management, BIS SLAs, mobile and fixed phone line provision and support.
- Led a multi-disciplined team and delivered service excellence to internal and external customers.
- Established and maintained work programmes, monitored
and
assessed performance, identified staff training needs, and implemented administrative, HR and employment procedures. - Set up weekly and monthly SLA reviews that significantly increased efficiencies.
- Increased offshore capabilities by changing IVRs.
- Established and enhanced transactional elements, such
as: Robust asset Management (end user hardware and
software); Standard PC builds; SLA reporting; and BIS customer engagement. - Provided accurate, timely and comprehensive reporting
data, figures and incident
management reports. * Optimized the service, created training plans and developed supplier relationships..
The highest quality, "IT Customer Service" CV writing service,
provided by Mike Kelley at First Impressions. www.cv-service.org
Privacy Policy | Terms and Conditions