Byron Jervis

Experience

• 

  Panasonic

  Sept 2005 - Jan 2008

  Manufacturing Engineer

  • Operative role progressed to technician role.• Working as part of a tech maintaining line equipment and daily service tasks within a specialised speaker manufacturing plant.• Assisting in solo fault finding and team support.• Being in charge of own time management and task completion.• Working towards set targets• Stock control and quality of end-user products support.• Training and developing staff towards company guild lines.

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  PUGH'S COLOURPRINT (UK) LIMITED

  May 2008 - Feb 2013

  Shift Manager - Lithographic Engineer

  • Shift Manager, Providing support and direction to 5 Technicians• Provide clear objectives to my team referring to daily and weekly work plan. • Provide Training, development and support for all members of my team. • be a Quality Specialist/ambassador for all areas Lithographic and Digital print. Maintain the highest levels of product quality and customer satisfaction. • Run and maintain a 5 colour lithographic Heidleberg press, producing high quality prints while assuring production always ran smoothly. Adhere to rigorous maintenance and clean down schedule. • Run and maintain several pre and post press machines including folders and booklet makers to assure finished product was of the best quality. Adhere to rigorous maintenance schedule. • Deliver high quality prints/litho material, while maintaining low cost and wasted material. Six sigma/lean principle. • Supporting the completion of multiple products hitting targets set for Time, Cost, Quality and Delivery.• In charge of all areas of stock control.• Being one of the faces of the company, interacting with potential customers and supporting sales.• understanding and Adhering to H&S standards.• understanding use and disposal of chemical compounds used in clean down and machine maintenance. • Adhering to set KPI’s , Improving on targets. Show less

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  Virgin Media

  Feb 2013 - Dec 2021

  • Stakeholder Management - Building and maintaining strong relationships with people of influence within communities such as councilors, public figures, mayors, and MP/AM, etc. While being the first point of contact for on-the-ground support and challenges.• Creating & Managing - Creating individual build packs for Infill, PIA, and DLI build, as part of Network Expansion. Monitoring and managing the engagement accounts for each build for reporting and development. • Lead and Manage individual projects within the role, as and when required. • Learn, Understand and keep up to date with Highways rules and regulations that directly impact build areas. • Directly liaise with build teams, contractors, and LA's/Highways department to minimize disruption to the local communities. Attending regular meetings with all to discuss Strengths & opportunities and set actions. • Acts as an advisor between Virgin Media and local communities on all matters relating to assigned areas of responsibility for the purpose of providing information to meet business goals and objectives.• Attends Local Authority, Village, Town, Parish, and community council meetings for the purpose of developing a positive relationship within the community and serving as a liaison between external and internal stakeholders.• Collaborates with internal and external stakeholders for the purpose of building effective communication, enhancing relationships, and ensuring a high quality of customer service in multiple projects.• Develops, plans, and/or coordinates various system-wide district activities (e.g. community outreach, media/public relations functions, etc.) for the purpose of enhancing district/community relationships, improving customer services/programs, and promoting a positive public image.• Recommends responses and action plans as a result of interacting with the external stakeholders ensuring effective communication practices in line with Virgin Media strategic goals and objectives. Show less • Providing leadership and direction to a 2ndline Customer service - Technical team within a center of excellence as well as supporting multiple other teams within multiple technical departments. • Create and manage clear objectives for my team while monitoring and adjusting coaching techniques to help deliver against. • Set out and Drive performance across my team, while monitoring and coaching to achieve KPIs in line with team and department measures. • Create individual Coaching plans, assign training and development time for each to help my team achieve personal and professional goals, all while offering guidance and experience. • Being a team leader that Inspires agents to achieve and exceed quality measures set by the business and help support when needed.• Being an ambassador for change management and large projects throughout the business and help support my own leader in achieving great results. • Improve internal and external relationships to raise customer satisfaction• Manage day to day activities within the team• Liaise with departments across the business to achieve company goal • Generate energy, passion, and motivation within the team • Manage the Performance Management process within team and department• Carry out disciplinary and absence procedures as required• Carry out Tier 2 tasks, repairs, and fault-finding.• Support network stability and aim for perfection.• Support front-line agents and fix customer queries. • Support and develop departmental relationships through the NGTM program.• Support and develop onshore and partner experience through active feedback and engagement.• Adhere to strict time management, and prioritizing tasks/Projects. Show less

  • Regional Community Lead for Wales.

    Feb 2017 - Dec 2021

  • Performance Improvement Manager

    Jan 2016 - Mar 2017

  • Team Manager (NGTM) - 2nd Line Faults - Customer Contact

    Feb 2013 - Jan 2016
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  Virgin Media O2

  Mar 2015 - Mar 2016

  Duty Manager - Secondment
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  Virgin Media O2 Business

  Sept 2021 - Dec 2022

  Service Relationship Manager - Enterprise.

  • Responsible for building and improve relationships with customers through effective service management.• Review and help improve on VMBs service communications to ensure clients get maximum satisfaction from their purchases.• Identify potential opportunities and work closely with the Sales, Account Managers, and relevant product experts against sales target/KPI’s • Educate and inform customers about service issue, change request and essential maintenance to limit disruption, keeping within SLA, all while being a SME for the network. • Organise Service Review meetings with customer, outlining month on month performance while implementing change requests - product, services, and expectations. • Build and Conduct customer satisfaction surveys and recommend ways of improving client satisfaction.• Work with internal departments to ensure company meets the customer and contractual expectations. • Oversee customer/Service relationship management system Show less

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  Virgin Media O2

  Dec 2022 - now

  Service Operations Manager