Francesca Woolston

Experience

• 

  Golfbreaks.com

  Jan 2004 - Jan 2005

  Sales Consultant
• 

  Cable & Wireless Communications

  Nov 2008 - Sept 2012

  This was a Junior Service Management role where I got to learn and gain experience of Service Managing Reseller Corporate accounts within Cable & Wireless. My role involved being a level 2 escalation contact within Cable & Wireless for Service Impacting incidents for customers. My main responsibilities were dealing with customer Major Incidents and co-ordinating the correct operational areas within the business to push for service restoration as quickly as possible.

  • Service Executive

    Dec 2010 - Sept 2012

  • Service Incident Manager

    Nov 2008 - Dec 2010
• 

  Vodafone

  Sept 2012 - Dec 2013

  Service Manager

  - Customer Service Manager for Enterprise Accounts such as The AA, Saga and PZ Cussons- Attended and managed monthly face to face Service Reviews for all of my customer base- Developed and drived Service Improvement within Vodafone for my customers and presented back in the monthly Service Reviews- Produced Monthly Service Level Reporting for customers- Acted as a Service Management Escalation contact for my customers- Supported Debt Management on all of my accounts- Supported Bid Management for new opportunties on my account base- Produced and supported account & service development plans for all accounts Show less

• 

  TalkTalk Business

  Jan 2014 - Dec 2014

  Partner Relationship Manager

  - On-Boarding Service Manager for Corporate Partner Accounts- Own all Partner Interaction throughout the Partner's On-Boarding Journey and attend face to face customer meetings when required- Involvement with new Product releases to ensure that the On-Boarding process is fit for purpose and supports Partner On-Boarding requirements- Manage On-Boarding and In-Life API's- Manage On-Boarding and In Life Migrations- Involvement in Project work such as creating a new Framework for the Partner Relationship Managers to work to within the On-Boarding Team with the ultimate aim to improve CSAT.- Creating and driving Service Improvement for all Partners within TalkTalk Business Show less

• 

  Vodafone

  Dec 2014 - Nov 2015

  National Service Manager

  Service Management position managing multiple accounts for Fixed and Mobile networks.These accounts consisted of Tata Steel, Geopost, Raytheon, NDL and Halliburton.To act as the primary customer interface for service in nominated accounts.Carryout Monthly face to face Service ReviewsActively manage and predict delivered margin and the reduction of debt on customer accounts.Pro-actively drive service improvement through the development and implementation of Service ImprovementPlans.Establish good working relationships with customers and internal delivery departments Work closely withAccount Management to align Service Development Plans to Account Development Plans.Championing the customers' needs within the organisation whilst maintaining a strong commercial awareness.Working closely with appropriate internal teams to ensure effective management and ownership of customer Assure, Billing and Provide issues, delegating where necessary.Managing and influencing how the customer interacts with operational areas.Update documentation and processes to enable effective support by the Account Team and operational areas. Show less

• 

  Vodafone Business

  Nov 2015 - now

  Senior Service Management Role within Vodafone Group Carrier Services.Currently supporting a Global Contract for one of the biggest Carrier customers in the telecoms industry.Participation in Regular Customer Facing Business/Global Reviews.Management of Continuous Service Improvements in line with Customer Service Development Plans.Day to Day Point of Contact within Vodafone for all Customer Service Related Activity.Ownership of the end to end contractual deliverables for Service obligations and accountability for all aspects of Service Delivery and in life assurance to customers.Responsible for providing Customers with Regular Service Performance Reporting and Service Reviews.Support New Customer Global Contract Opportunities.DOA responsibilities for line manager which includes Team Management, Graduate Training, Escalation Support and Senior Management Stakeholder Relationship. Show less Supporting fixed and mobility services for one of the largest banking customers in the UK.Achieved 0.5%overall service improvement in the customer satisfaction NPS survey.Responsible for driving Service Delivery Improvements.Implementation and supporting an evolving managed iPad service for approximately 10,000+ estate.Completion of Monthly Customer Service Reviews for the Fixed and Mobility network.Reduction in the total number of incidents primarily on the fixed network.Contributed to increasing Margin Maximisation. Show less

  • EMEA Carrier International Sales Account Manager

    Sept 2022 - now

  • VCS Group Service Manager

    Sept 2018 - Oct 2022

  • Client Service Manager

    Nov 2015 - Aug 2018