I have been working within a support environment for the last 8 Years, which has provided me with many skills from technical to management. My work has given me the opportunity to gain a wealth of management experience. All of my skills have been gained within an extremely fast moving client facing environment.
Name: Stephen Robert Wood
Address: 8 Alpha Court
Hillside Road
Whyteleafe
Surrey
CR3 0BU
Telephone: 01883 627827
Mobile Number 07971 226765
E-mail address [email protected]
Driving License: Full and Clean
Age: 26
Education:
Sylvan High School, Maberley Road,Upper Norwood,SE 19
GCSE:
- Maths
- English
- Chemistry
- History
- Design Technology
- Computer Studies
Employment History:
July 1997 – Present Amerada Hess LTD
In a Contract role I am employed to provide and log incoming calls within a call centre environment. This includes providing on the spot support as well as passing more hands on problems to the 2nd line support group
My responsibilities include:
- Providing first contact support to Internal customers Via the Telephone on the following software applications.
- NT4
- Windows 3.51
- Microsoft Office 97
- Outlook 97 and 98
- Team Links
- Internet Explorer 4
- Logging of all calls on an Oracle based database using Quetzal software
- Passing work through to the second line support department
- Ensuring the Clients service level agreements are met
- Updating customer services manager on a regular basis
- Checking work cues and chasing jobs on a regular basis
- A reasonable knowledge of PC hardware
March 1997 – June 1998 TeleTech UK LTD
TeleTech UK L.T.D is a provider of customer services outsourcing mainly within the IT industry. Since working at TeleTech I have proved myself to be able to work well under pressure and have gained excellent leadership skills as well as providing high quality Internet support.
Call Centre Team Manager.
My responsibilities include:
- Management of between 25 and 30 staff
- Staff Coaching
- 1-2-1s on a weekly basis
- Corrective action including disciplinary action
- Ensuring the Clients service level agreements are met
- Understanding of call flows on a daily,weekly and monthly basis
- Call statistics report for project manager on an hourly basis
- Recording calls taken/abandoned on a 15-minute basis
- Providing and verifying weekly payroll summary
- Liaison with other team managers on a daily basis
- Liaison with client on a weekly basis via face to face or conference call
Employment History continued.
Quality Assurance Specialist.
My responsibilities included:
- Remote Monitoring calls for specified projects within TeleTech
- Evaluating all calls on a objective basis
- Having a full understanding of client and TeleTech Quality requirements
- Scoring all calls on agreed guidelines between TeleTech and the Client
- Providing Team Mangers with call evaluation reports for coaching purposes
- Providing Client and Project Manager with Monthly reports
- Having a wide knowledge of all contracts employed by TeleTech
- Producing corrective action requests to Team Managers in instances of misconduct
Technical Support Representative.
My responsibilities included:
- Providing Technical Telephone support for the Worlds leading Internet provider
- Having a high understudying of Software provided to customer
- Having a high understanding of PC and Mac operating systems
- Having a high understanding of Windows 95 Dial up Networking and Windows NT Ras connection
- Where all repair downloadable software was available for Customer
1991 - 1997 British Telecommunications PLC
In 1991 I was contracted to British Telecommunications P.L.C to work on the Facilities helpdesk within 6 months of starting I was able to prove my worth and gained some very worthwhile experience of working with such a large company in so many areas. I was kept on contract for a further 6 years.
Customer Service Agent New Works Reception.
My responsibilities included:
- Providing contact point for internal employees concerning within BT building network
- Logging and providing detailed reports to Project managers for implementation
- Controlling and updating database for all calls
Facilities Supervisor.
My responsibilities included
- Supervising and controlling regional BT buildings
- Visiting all buildings on a regular basis for Health and safety checks
- Testing Fire alarms on a weekly basis
- Contact point for building controller concerning building requirements
Facilities Helpdesk.
My responsibilities included:
- First contact point to internal customers
- Taking and logging detailed report of customer requirements to be passed to relevant Facilities manager/Supervisor
- Logging all Calls coming through
Training:
- CompuServe 2.6 Software Training
- CompuServe 3.01 Software Training
- CompuServe 3.02 Software Training
- CompuServe 3.03 Software Training
- CompuServe 3.04 Software Training
- CompuServe 4.01 Software Training
- CompuServe 3.01 for Mac Software Training
- Quality Assurance Training TeleTech Internal Training
- Management Skills TeleTech Internal Training
- Coaching Procedures TeleTech Internal Training
- Corrective action Procedures TeleTech Internal Training
- Disciplinary Procedures TeleTech Internal Training
- Basic PC Hardware/Configuration TeleTech Internal Training
- Principles of Management TeleTech Internal Training
- Positive Feedback TeleTech Internal Training
- Constructive Feedback TeleTech Internal Training
Software:
- Microsoft Windows V3.1, 95,98 & NT v4.0
- Microsoft Office Suite of Programs including Word, Excel, PowerPoint, Outlook.
- Dial Up Networking (Windows95/NT)
- MS Dos
Other Achievements:
- Certificate for excellent work Ethics and commitment TeleTech Award
References:
- References can be provided upon request.