Shaun Williams

Experience

• 

  BT

  Aug 2004 - Jun 2022

  Using my excel skills and knowledge I developed a report that we can utilise to analyse data to identify trends and possible errors and suggest to the appropriate teams a way to fix the issues identified Monitoring inbound traffic and issues raised using ticketing systems and ensuring sufficient resource is available to cover the workload. Reporting using excel to show volumes of tickets and calls and utilising reports to analyse and identify problems as part of a problem management role. Working within audio conferencing I was responsible for work allocation to all agents. This meant ensuring we had enough resource to be able to run managed conferences and enough agents to be available on reservations for email and inbound calls. I also managed the inbound system in house for calls in, including monitoring tools. Producing conference calls for high profile VIP customers flawlessly including web conferences and web streaming calls. Working within 150 customer services I was responsible for delivering outstanding, world class customer service dealing with anything from order enquiries, billing issues and disputes to sensitive calls. Within this time I was also a coach, using my skills and knowledge to assist other members of the team and resolve issues. I also held an escalation/complaint role within the 150 call centre environment and 9 times out of 10 able to resolve a customers complaint.

  • Problem Analyst

    Jul 2018 - Jun 2022

  • Video Technician Queue Manager

    Feb 2017 - Jul 2018

  • Resource Specialist

    Apr 2013 - Feb 2017

  • Conference Coordinator

    Jan 2011 - Apr 2013

  • Customer Service Specialist

    Aug 2004 - Jan 2011
• 

  West Midlands Ambulance Service NHS Trust

  Jan 2022 - now

  Community First Responder
• 

  Trask

  Mar 2022 - Feb 2023

  Project M

  Trask believes in the power of technology. For 27 years, we've been discovering, designing and delivering the most progressive ones to successful companies who, like us, see them as never-ending advancements. We are a Deloitte Technology Fast 50 company with a long-term proven pedigree. We have over 800 technology specialists in a wide variety of systems, includingCloud tech in AWS & the MS StackInfrastructure & Cyber SecurityDevelopmentBusiness analysis and consultingBig dataCRM.... the list goes on. We pride ourselves in our long term partnerships where we are committed to taking an extra step toward shaping lives for the better. Show less

• 

  HM Revenue & Customs

  Mar 2023 - now

  Major Incident Manager