2nd Line Technical Support Advisor
TalkTalk Plc
Total years of experience :9 years, 2 Months
Most recent Position: 2nd Line Technical Support Advisor From: Aug - 2006 Employer: TalkTalk Plc To: July - 2012
• Conducting 1-2-1 Performance related reviews with advisors on a weekly basis.
• Analysing new problems & performing progressive diagnostics to resolve issues.
• Supporting up to 80 advisors in groups of 5-10 conducting training where required in 1-2-1 sessions.
• Facilitating focus groups to help motivate the staff to hit the set call quality, AHT and productivity targets. As a result, 100% attendees exceeded KPIs by an average of 5% with in one month of participating the focus group.
• Providing high level support for 1st line advisors and customers by effectively identifying problems and suggesting appropriate solutions.
• Working with Windows 98se, Me, 2000, XP and Vista.
• Directly accountable for all BAE staff UK wide, as the outsourced IT solutions company.
• Prioritising the calls in terms of how many users are affected.
• Logging calls to 2nd or 3rd line support or their local desktop support engineers.
• Remotely accessing the computer systems to solve the problems
• Understanding all the servers and domains that BAE sites use.
• Working with UNIX, NT, 2000 and XP operating systems.
Position: Team Manager From: Jan - 2006 Employer: Echo Managed Services To: June - 2006
• Managing 12 FTE Sales Advisors, selling Accidental Death insurance on behalf of many companies e.g. Barclays, Natwest, and Littlewoods.
• Coaching & developing staff allowing them to achieve their set targets.
• Reviewing all Advisor's weekly target in their weekly 1:1's
• Setting personal objectives and goals.
• Reporting directly to the Contact Centre Manager, welcoming feedback to enhance personal & professional development.
• Interviewing new staff for their suitability for the role.
• Introduced a departmental incentive working with Advisors to achieve 5% of external campaign targets which improved the sales revenue by 50%.
• Demonstrated a working knowledge of financial legislation, such as DPA and FSA approved statements.
Position: Payment Negotiator From: July - 2005 Employer: Barclays Consumer Finance To: November - 2005
• Helping customers with managing their debts, loan & current accounts.
• Satisfactorily resolving complex & sensitive customer's information in relation to their personal debt, which requires a pragmatic approach whilst talking into account the customer's needs together with best business practice.
• Strategically providing a solution that suits both the customers & company using a collaborative approach.
• Advising customers regarding legal help.
• Replying to legal documents from Citizen Advice bureaux.
Position: Team Leader From: March - 2003 Employer: Connection Plus To: June -2005
• Being responsible for a team of 10 FTE.
• Motivating staff by devising a new sales incentive, resulting in an increase of 30-40% of employees hitting departmental targets.
• Organising shift rotas taking into consideration holiday and sickness coverage required to ensure sufficient staff are on duty to meet the planned tasks.
• Attending the weekly Sales Support Operations meeting.
• Building a report for all management to identify the effectiveness of the new software resulting in a business investment of £1.4 Million.
• NVQ Level 2: Team Management. • NVQ Level 2: Customer Service. • 4 GCSE's: Inf. Systems[B], Business Studies[C], English[C/D], Maths [C]. • A* A level - In Islamic Studies.