Vicky Ashby

Experience

• 

  BT

  Jan 1999 - Jan 2000

  2mb Transmission Engineer

  Testing 2mb transmission systems, tasking out appropriately skilled engineers, performing co-op with on site engineers.

• 

  BT

  Jun 2000 - Sept 2004

  Advanced Voice/Intelligent Networks Engineer

  1st and 2nd line support for Intelligent Networks and Advanced Voice Platforms. Trained on Cisco, Alcatel, Compaq, Unix, Genesys systems.

• 

  Thus

  May 2007 - Jul 2010

  Telecoms Shift Manager

  Team management, escalation point for customers, rota management. Lead role - responsible for ISO process / audit .

• 

  Cable & Wireless Worldwide

  Jan 2010 - Jan 2013

  Service Executive

  • Facilitated a close working environment between the customer and the Vodafone technical team working together to resolve outstanding problems, resulting in quicker resolution due to focusing resource and scheduling feedback.• Managed the Service Improvement plan for the customer, working with resolver groups and the customer to ensure that repeat incidents were avoided.• Reviewed the account’s expenditure to ensure that the customer is billed for all elements that are not part of the managed service, contributing to the sectors Margin Maximisation targets.• Working with projects teams to ensure that projects are delivered into BAU in a manner that allows the effective management of any incidents once accepted into BAU.• Service reporting Review of final report adding Management Summary and updates to the report.• Single Point of Contact for all delivery / contractual issues Show less

• 

  Vodafone

  Jul 2010 - Mar 2016

  Client Service Support.

  Service Management for Utilities providers.• Facilitated a close working environment between the customer and the Vodafone technical team working together to resolve outstanding problems, resulting in quicker resolution due to focusing resource and scheduling feedback.• Managed the Service Improvement plan for the customer, working with resolver groups and the customer to ensure that repeat incidents were avoided.• Reviewed the account’s expenditure to ensure that the customer is billed for all elements that are not part of the managed service, contributing to the sectors Margin Maximisation targets.• Working with projects teams to ensure that projects are delivered into BAU in a manner that allows the effective management of any incidents once accepted into BAU.• Service reporting Review of final report adding Management Summary and updates to the report.• Point of Contact for all delivery / contractual issuesExperienced Telecoms professional with a comprehensive background in Service Management, technical knowledge of Advanced Voice/Intelligent Networks following Cisco, Genesys and Unix training. Adept at problem solving, team working across remote teams, and devising and delivering new processes and service improvements. ITIL v3 Foundation certified. Management experience of both Technical Support and Customer Service teams. Show less

• 

  Department for Work and Pensions (DWP)

  Jun 2016 - Jan 2018

  Work Coach

  Assisting job seekers to identify suitable roles according to their skillset and coaching to achieve their goals. Advising on training opportunities, job search techniques, cv building, cover letters and interview skills. Coaching clients using Solution Focussed Approach techniques.Confidence building and identifying barriers in order to work with candidates to overcome them and achieve their potential.

• 

  Department for Work and Pensions (DWP)

  May 2018 - Oct 2018

  Service Innovation Lead

  Delivering new systems and processes across all levels of staff. Communicating updates and recommending improvements. Raising issues and incidents and following up.

• 

  Jet2.com and Jet2holidays

  Apr 2019 - now

  RFCI Customer Helper