Customer service

•  Promoted four times; from help desk, technical support to second level transmissions engineer.
•  More than years thirteen years developing my career and customer service experience; I relocated with the company from London to Barcelona.
•  Responsible for setting up new projects: e-Colt online and Call Analyser.
•  Comprehensive support  for telecom faults and queries at an international level.
•  Ensuring time-efficient solutions are found while managing faults and escalations until service is fully resolved.
•  First point of contact for customers on web based solutions, Routing Manager and IN Reports. Advising resellers on LCR and CPS provisioning. 
•  Liaising with other technical teams in Colt, other licensed operators and customers.
•  Good working knowledge of SDH transmission vendors used by Colt.
•  Providing detailed training for new staff on Colt fault help-desk standards and procedures. Inspiring and mentoring new colleagues.

•  Resolving customer service queries regarding mobile phone applications.
•  Efficiently managing and escalating faults until resolved.
•  Business to business telecommunications support and problem solving.

•  Providing British, Dutch and Belgian customer service and support.
•  Overseeing faults and providing solutions.

•  Dealing with support and enquiries for an Internet service provider.