Ken O'Connor BSc (Hons)

Experience

• 

  United Biscuits

  Feb 1997 - Mar 2000

  Production Operative
• 

  Colgate Palmolive

  Apr 2000 - Dec 2001

  Production Operative
• 

  Pearson UK

  Jan 2002 - now

  Providing specialised IT and telephony infrastructure support to enable the customer service teams (currently 100+) to deliver outstanding professional services to Schools, FE and Work Based Learning customers.Design and administrate Customer Service telephony systems including: IVR structures, routing, skill sets, Queue configuration, applications and extensive and accurate reporting on Nortel CS1000 and Serenova CXengage systems. Involved in the successful transition of customer phone lines from Nortel CS1000 system to Serenova CXengage platform. This involved: gathering requirements, improving and updating IVR Flows to suit the new system and improve customer experience, user administration, configuration, report building to meet the requirements of the business. Working closely with Serenova and the Pearson US support teams with daily calls throughout implementation.This requires extensive knowledge of the Nortel/Avaya CC6 and CC7 products, Serenova's CXengage and Skylight platforms, Pivotal CRM, Business Objects, Crystal Reports, Oracle Discover, Microsoft Office Suite and internal business software.Liaise with separate IT teams to ensure great service and support to the Customer Service teams, promoting accurate and timely communication, increasing understanding of individual requirements and working towards the mutual goal of excellent service for our customers.Provide management of ,and assistance with, office moves, telephony routing, networks and hardware.Support Customer Service teams and encourage them to self serve, by providing training and guidance. Show less Led the Correspondence and Customer Care teams for 2.5 years, handling customer correspondence by mail, email, fax and phone.Responsible for delivery of client KPI's for correspondence, including completion of monthly client reporting.Completed Internal Audits to ensure quality of delivery and accuracy of reporting.Main contact for Contact Centre for external audit of Correspondence and Customer Care KPI's.Created an excellent working relationship with internal departments including IT, Results Processing, Management Information, Compliance, Finance, Programme Management and Field Operations.Maintained an excellent working relationship with the clients, DSA and DVA.Monitoring staff availability to ensure that KPI's are met and exceeded.Implementation and improvement of company processes and procedures and management of documentation of EQMS as a Document Manager.Auditing of company processes and procedures as an Internal Auditor, making recommendations for improvements and issuing non-conformances if required. Show less

  • ICC Operations Manager

    Jan 2024 - now

  • Cloud Support Manager

    Sept 2002 - Feb 2024

  • Team Leader

    Jan 2002 - Feb 2024
• 

  Edexcel Customer Service Centre

  Jan 2007 - Feb 2024

  Team Leader

  Managing a team of Customer Service Specialists, monitoring performance, attendance and punctuality.Developing staff through coaching and 1:1 meetings, promoting Customer Service Excellence for both external and internal customers. Managing staff availability, scheduling shifts and skill sets against call forecasts utilising Q-max and Contact Centre 6 software. This has included implementing a full restructure of skill sets and shifts for around 100 staff, ensuring training was completed to a set timeframe and delivering telephony Service Levels.Engage with Customer Service teams to develop, design and implement intelligent IVR and telephony solutions based on the requirements for the 4 customer groups.Provide relevant MI data and analysis to Customer Service teams, adapting to individual requirements and implementing Historical and Real Time data and displays.Developed strong working relationships with the VUE MI, Facilities and VSS teams, Pearson Technology and IT Service DeliveryLeading a team of 1st line IT support CSS's, assisting customers completing online marking using Edexcel software.Engaged with co-dependent teams in the AA customer journey such as Online Assessment and Operational Resources to ensure service improvement using historical data to devise solutions to reduce inbound demand Taking ownership of Customer escalations ensuring resolution according to customer expectations and business guidelinesTook on the role of Health and Safety Co-ordinator to help ensure the business gains ISO 18001 award. Show less