A professional well organised, reliable and highly articulate senior manager with 15 years experience in information technology, telecommunications, project management and customer services.   Accustomed to working as a team member with excellent leadership skills.  Possessing a good sense of humour together with the enthusiasm and self-motivation required to establish, maintain and develop a good working relationship with the customer.  Ability to communicate at all levels with strong negotiation skills.   

CAREER HISTORY

[snip]                                                                 March 19 89 to date 

[snip] is one of the largest manufacturers of kitchens & bedrooms in the U.K. With a turnover of £40M and 500 employees.  The company supplies a range of flat pack furniture and appliances to national accounts,  high street retailers,  building merchants and house builders. 

Operations Manager – Appliance Servicing                                          May 2002 to date 

Working within the ever-changing service industry, reporting directly to the general manager of appliances.  My role is to ensure the after sales service of appliances meets the service levels targets to safeguard the future sales of appliances.   This involves  managing  20 field service engineers, plus 40 sub-contractors offering nationwide coverage of the mainland along with 14 administration agents/warehouse operatives. 

·        Retained ownership of all telecom requirements for BGH. In conjunction with IT acting as a support resource when required and advised on development of these systems.

·        Documented and delivered a detailed training program to IT personnel covering all aspects of the telecommunication packages installed at BGH.

·        Managing 2.5m budget for appliance servicing division.

·        Managing spare parts distribution operation with a stock holding of £220k.

·        Managed stock take projects for over 15,000 items twice a year.

·        Organised stock reduction programme to remove obsolete stock from spare parts operation.

·        Managed 3^rd party service contracts worth £250k in increased revenue.

·        Worked as part of a cross-functional team to ensure customer service improvements within the service division.

·        CRM and telecom specialist within the group to ensure a consistent and professional is taken.

·        Heavily involved in IT projects and CRM system improvements.

·        Identified and managed projects that covered the improvement in service to customer, spare parts availability, reduced sub-contractor costs, improved utilisation of engineers to increase their productivity, reduce cost of condemning appliances.

Project Manager – Customer Services                                June 2000 – May 2002 

Working in a world class call centre environment enabled me to implement new working practices that had a significant impact on the customer service experience for the consumer, whilst continuing to manage day to day operation of Meridian  / Symposium system and implement system improvements where required.

·        Retained ownership of all telecom requirements for BGH.

·        Designed and managed implementation of Host Data Exchange application to reduced the number of calls taken by an operator by 30%.

·        Implemented QMAX work force management system saving £50K pa in call centre resources

·        Sourced, evaluated and implemented 40 user after sales service package for the field service division, the solution also included a 15 user back office system for inventory control, accounts management, sales order processing and  the purchasing of spare parts.

·        Managed multi-functional task force to bring service crisis (major supply problems) to an end.

·        Managed outsourcing of Kan Ban spare part operation to 3rd party supplier increasing spare part availability by 50%.

·        Identified and implemented process improvements within call centre, including Managing Implementation of Website to take Orders, Enquiries etc providing increase in sales turnover by 50k per annum. 

Telecoms Manager                                               Jan 1997 – June 2000        

Working within a busy IT Department, duties include providing first line support for all Telecom problems.  Managing telephone system resources, source, test and implement any new applications. 

·        Designed and managed construction of new telecom suite to house telephone system / structured wiring system and all IT mainframes / servers.

·        Designed and managed implementation of 1500 port voice/data structured wiring system.

·        Managed implementation of 1000 extension Meridian telephone system and a 120 seat Symposium call centre

·        Symposium scriptwriter incorporating Interactive Voice Response & music on hold facilities.

·        Implemented re-number scheme to incorporate DDI numbers saving £5k per month on line rental.

·        Negotiated new tariff charges with outbound carriers and inbound 0800 provider,  savings in excess of 40% of standard tariff.

·        Developed and delivered training sessions for 500 users covering Analogue and digital phones,  switchboard operation, ACD, Symposium Admin and Voice Mail Policies.

Operations Supervisor / Technical Manager                                     Mar 1989 – Jan 1997 

·        Implemented Job Management System, which resulted in better efficiency in both batch job control and time management.

·        Successfully recover systems after failures with minimum downtime

·        Successfully managed stationery budgets and achieved cost savings year on year for the company.

·        Managed the operations team, motivating staff , arranging cover, overtime, holidays etc

·        Responsible for managing corporate mobile phone account from distribution of hardware to enforcing policies and re charging users.

·        Responsible for machine room environment including fire protection, room cleans, cable management, room security and hardware, system patching and o/s upgrades. 

Computer Operator  - Davy Mining Limited                                  June 1985 – Mar 1989          

·        Responsible for day to day running of Computer System.

·        Performed system security backups, 

·        Printed and distributed all daily reports. 

·        Dealt with all Software/Hardware queries. 

·        Performed all end user training for system applications.  

KEY SKILLS

·        Telephone systems:-                BT Meridian Option 61c

·        Telecom Applications:-          Symposium Call Centre Software

Meridian Mail, GRTD, Switchboard

·        Agent view Wall Board Software

·         Unified Messaging                   (Voice, Email & Fax integration)

·        Desktop Applications:-          Microsoft Office Products: including Outlook,               

Excel,  Word, Access, Project, Internet Explorer. 

Seagate Crystal Reports V8.5, Sybase Power builder,   SQL Server

·        Cable Management:-           BICC Cat5e Giga plus Structured Wiring, Krone

Jumpering.

·        Communications:-                   Mega/Kilo Stream links, DPNSS, QSIG, Gigaplus,

·        Networks:-                                  ISDN30,  ISDN2,  DTC’s,  Hubs.

Qualifications and References   Available on request