Customer services, customer support, technical support

HP Inc.   Inside  Sales Representative  –  HP  October  2018 to  November 2020. Worked as an  ISR  for  HP for  the  African  (CEMA)  market.   Dealing  with daily  quote requests, cold calling/hunting, account queries, order updates,  configuration queries  and  advise  on  general client requests.  Also dealing  with partners to engage  and encourage  them to upsell  and cross sell  to their current  customer base.  Systems used  are  Dynamics CRM and various  in house  HP tools and  services.  This role  is sales orientated  and margin  recovery  focused.   

Answering  inbound calls  for  grant applications and free  insulation schemes  from the  public, providing  advice  and support for applicants,  answering  emails and capturing  data  on Microsoft CRM.   I advanced to Better Energy  Communities to provide  support for community  project applicants, monitor and report on the  progress of  projects, liaise  with the  client directly  and provide  updates on issues and  general day  to day  activities with the various projects.  Providing  ideas and improvements to streamline processes for  future  applications in grant management as well as providing  process management support. 

Serving  drinks, taking  food orders and serving  customers. Dealing  with day  to day  issues  as they arise. Stocking  and changing  kegs  and  general duties associated with the daily  running  of  a  pub as  well  as creating  a  warm  and welcoming  environment for  the customers, making  their  experience  memorable.  Up selling  to boost sales within the restaurant. 

Providing  sales strategies, tips and ideas for  business growth.  Aiding  in searching  for  customers and raising  the business profile in the public domain through social media.  Updating  social media  profiles, providing  insight  and constructing  forms, catalogues, business letters and  assisting  in stock control  for  the business.   Liaising  with other  services, potential customers and current customers to ensure  the satisfaction with the  products provided.  Providing  ideas  and insights to constructing  a  website  to which customers will find user friendly  and appealing. 

Primary  function was to  provide  customer service  via telephone, to plan work for loft and  cavity wall  installers in the field, in day  and up to 28 days in advance,  answering  calls and queries from the  teams in the  field and speak  with customers to resolve complaints or questions that may  arise  in day.  Support the customer service  team with availability  at customers’  requests.  Ensuring  all  loft and cavity  wall  install teams had enough work to keep them busy  for  the  entire  day, maximizing  their  time.   In time  I  worked briefly  in Rotherham for  British Gas  Business and  planned work in a similar way  for  gas and  electrical engineers in the Scottish region.

Duties included taking  over, vacating  sites  and viewing  potential new  sites.  Managing  staff, seeking and interviewing  of new  staff for live  in positions.   Ensuring  day  to day  procedures  and targets are  met.  Managing  complaints both internal and external.  Overseeing  profitability  of  each site through the use  of profit  and loss spreadsheets and negotiating  new deals with different pub companies to best suit  the needs of the business.  Ensuring  managers  are  completing paperwork/daily  taking  sheets accurately  and banking  by the dead line.  Creating  and implementing  new ideas and projects to increase  daily  sales and bottom line profit. 

General  management  in  the  hospitality  industry  throughout  the  UK,  in  a  holding  capacity.  Responsibilities include staff management, wages,  stock ordering  and monitoring, safety  and security  of customers  and  staff,  ensuring  a  quality  service  is  provided,  banking,  event  organisation  and  other  basic tasks.   

Responsible for managing  staff, systems, operations and site as a  stand-alone  station.  Analyzing operational data  and staff  performance.   Follow up  on service  failures and  monitoring  of shipments which fell  outside  of the  transit  time.  Weekly  reporting  to management regarding  site  performance  and services.  Sorting, bagging  (containerization), data  capturing,  tracking  and tracing, creating  network checkpoints, assigning  vehicles, stock  control and  ordering.   Handling  the  customers’  transportation, warehousing, material handling,  and packaging  and security  requirements.    

Processing  outbound  and  inbound shipments, handling  paperwork, scanning, sorting  and  creating checkpoints while  located on the  customers’  site  (satellite office).   Arranging  either a  courier to collect or using  a  DHL  vehicle  to transport the shipments to a  DHL  hub/gateway.  Operated  a  number  of various sites permanently  and while  covering  other staff whom  where  off  sick/on leave.   Shipments  included both domestic  and international.