Charlie Marsh

Experience

• 

  Webhelp

  Jan 2015 - Jul 2015

  Customer Service Advisor

  As a Customer Service Advisor at Webhelp for a large utility company, I served as the primary point of contact for customers, addressing complaints and resolving account issues. My role involved handling calls and emails, where I utilized strong interpersonal and communication skills to ensure clarity and professionalism. Each day presented a mix of straightforward resolutions and more complex issues that required patience and commitment. My goal was always to provide first-time resolutions, leaving customers satisfied and confident that their accounts were in good order. Show less

• 

  KCOM

  Dec 2015 - Mar 2018

  As a customer service advisor I was handling inbound and outbound calls for residential customers for telephone and internet services. I concentrated on mainly incoming calls regarding queries and complaints, however also divided my time to handle callbacks and outbound sales as well as looking into telephone faults and liaising with other departments such as engineers and support teams. Overall my role is to make the customers experience easier and better and ensure that their issue is resolved as accurately and quickly as possible.• Excellent listening skills and communication through open questioning and complaint handling.• Multitasking and alternating between different skills and roles• Evaluating situations and offering the best product or service to reach a resolution Show less

  • Service Desk Analyst

    Sept 2016 - Mar 2018

  • Customer Service Advisor

    Dec 2015 - Sept 2016
• 

  Giacom

  Mar 2018 - Dec 2018

  Tech Support Advisor

  As a member of the technical support team, I managed incidents for customers, including resellers and end-users, from initial contact to resolution across various products. I provided support for software such as Office 365, Microsoft Azure, cloud solutions, file storage and backup, and security packages, ensuring compatibility with multiple operating systems. I handled inquiries through phone, email, and ticketing systems, aiming for quick resolutions while escalating more complex issues when necessary. My role involved fostering collaboration within the team to enhance troubleshooting and share knowledge effectively as a multiskilled technician. Show less

• 

  DWP Digital

  Jan 2019 - now

  In the Innovation team, I define business objectives that utilize automation to enhance service reliability and user experience. I analyze incidents and service data to prioritize improvements, ensuring our resources are effectively allocated to minimize downtime.I’m dedicated to developing my team’s skills in data analysis and project management, fostering a culture of continuous improvement. By engaging stakeholders with clear insights, I help drive support for solutions that enhance our service delivery and address user needs effectively. Show less in Level 0, I drove organizational change by enhancing users’ confidence and capability in technical self-service. I analysed omnichannel data and user feedback to identify improvement opportunities, creating a comprehensive view of the user journey and key interaction touchpoints. My focus was on implementing service enhancements that reduced demand on the service desk, ultimately improving the user experience and promoting a digital-by-default approach. I ensured that users could easily access and utilize self-service options for common requests, making their interactions seamless and efficient. Show less

  • Information Technology Services Manager

    Feb 2024 - now

  • Information Technology Service Manager

    Nov 2022 - Mar 2024

  • Information Technology Service Manager

    Aug 2021 - Nov 2022

  • Field Services Technical Support Manager

    Jul 2021 - Aug 2021

  • End User Computing Engineer

    Jan 2019 - Jun 2021