William Heath

Experience

• 

  Zavvi Entertainment Ltd

  Jan 2008 - Jan 2009

  Sales Advisor

  Sales Advisor for Zavvi EntertainmentHelped open and set up the brand new shop from bringing in stock and deliveries to merchandising and general housekeeping.Planned and set up an in-store charity day for the Youth Music charity.Completed the Zavvi induction course, which was a 12 week online training course.Passed the Zavvi “Tune In” customer service training course.Implemented my designated Games department 100%, following company procedures and setting a very high standard throughout.Actively worked and helped throughout each department within the store including dvd, music, games, books and accessories to gain as much experience with different products.Other duties included: Stock Replenishment, Merchandising, Customer Service, Till Duties and Cash Handling, Stockroom Duties, Stock-Taking and Poster/POS Design. Show less

• 

  Liverpool Sound City 2010

  May 2010 - May 2010

  Venue Rep

  Venue Rep for the Liverpool Sound City Festival 2010.Responsible for co-ordinating and managing the Parr Street Studio 2 venue.Worked co-operatively with the technical crew to deliver a successful run of live events.Responsible for ticketing and stage management.Liaised fully with all the artists and their representatives.

• 

  Aronnesrocken Music Festival 2010

  Aug 2010 - Aug 2010

  Festival Assistant

  Festival Assistant for the Aronnesrocken Music Festival 2010.Responsible for co-ordinating and producing all artist festival packs.Stage manager for multiple venues as part of the festival.General festival help - artist liaison, runner etc.

• 

  LIPA 3rd Degree Music Festival 2011

  Sept 2010 - Apr 2011

  Festival Manager

  Festival Manager for the LIPA 3rd Degree Music Festival 2011Responsible for the overall management, planning, organisation and delivery of the festival.Responsible for overseeing a small festival management team.Day-to-day management of the festival finance, budget and marketing strategy.Successfully helped develop and launch a festival smart phone app. A first for the festival and LIPA.Successfully achieved the two strategic goals set out at the beginning – to sell all festival wristbands and to have a record audience attendance.Created and drafted sponsorship proposals targeting relevant companies and brands.Implemented and managed the festival ticketing system in conjunction with HMV Tickets.Chaired and attended regular festival meetings.Drafted press releases and engaged with local press and media.Helped with the successful running of the festival box office. Show less

• 

  Liverpool Sound City 2011

  May 2011 - May 2011

  Stage Manager

  Stage Manager for the Bombed Out Church Venue as part of Liverpool Sound City 2011Successfully stage managed the venue for the full three day period.Liaised fully with all the artists and their representatives throughout the festival.Worked closely alongside the technical crew to deliver an efficient and safe environment.

• 

  Gigant / Huset Project

  Aug 2011 - Aug 2011

  Project Manager

  Project Manager for the Gigant / Huset Project 2011Worked closely alongside a small management team to deliver a successful two week youth project.Created and delivered music industry workshops and presentations to all of the young musicians and youth project attendees.Worked closely with a large group of young musicians to develop professional start up bundles including an online and social media presence, press kits, promotional photo shoots, biographies and a professionally produced demo/EP.Successfully stage managed many live shows at the partner Aronnesrocken Music Festival. Show less

• 

  Sentric Music

  Sept 2011 - Apr 2012

  Publishing Assistant

  Publishing Assistant for Sentric MusicResponsible for all new artist signups to Sentric Music.Responsible for overseeing client briefs for synchronisation opportunities.Updated and maintained all Music Services metadata using Microsoft Excel.Helped achieve the completion of a record number of artists signups.Responsible for managing the Sentric Music SoundCloud account.Updated and maintained the company website on a regular basis using the Umbraco CMS.Communicated effectively with all potential and current artists and clients.Responsible for managing the in-house CRM system. Show less

• 

  East Belfast Arts Festival

  Jun 2012 - Sept 2012

  Festival Coordinator

  Festival Coordinator for the East Belfast Arts FestivalEstablished and managed the festival ticketing system in conjunction with Skiddle – overseeing all ticketing activity and providing daily updates to promoters and festival staff.Successfully helped plan and set up the official festival launch event held in the Engine Room Art Gallery, which was attended by many local industry and media personalities.Liaised fully with the Festival Chairman and board members throughout the entire process and attended all festival board meetings.Successfully set up a festival promotion in conjunction with Translink along with local cafes and restaurants.Responsible for the daily management of all the festival’s social media including Facebook and Twitter.Responsible for gathering information and writing copy for the festival promotional brochure.Dealt daily with all customer queries and engaged with local press and media.Updated and maintained the festival website on a daily basis using the Drupal CMS.Fully designed and created targeted marketing emails using MailChimp.Designed and created festival graphics using Adobe Photoshop for both online and printed marketing materials.Helped in the distribution of the festival marketing materials. Show less

• 

  Mo Party Belfast

  Oct 2012 - Dec 2012

  Event Manager

  Event Manager for Mo Party Belfast (Movember Charity event)Sole responsibility for the co-ordination and management of Mo Party Belfast.Fully launched and developed a social media strategy campaign for the event.Effectively communicated and liaised throughout with the live acts and venue management.Implemented a fundraising initiative involving local businesses and punters for Movember 2012.

• 

  Audiences NI

  Oct 2013 - Jun 2014

  Projects and Marketing Assistant

  Projects and Marketing Assistant at Audiences NISuccessfully managed and enhanced the Classical Arts NI project – liaising with arts organisations and venues, producing and updating website and blog content, managing social media channels and evaluating response using Google Analytics / Twitonomy / Facebook Insights / Bit.ly, producing and evaluating response of Classical Arts NI e-newsletter using MyEmma.Assisted in the planning, marketing and delivery of the Audiences NI Training Events Programme for October 2013-December 2013 and January 2014-March 2014. Responsible for managing and maintaining the Audiences NI Membership database.Assisted in the management of the Test Drive the Arts project – managing website content using the HandsOn CMS, managing customer feedback and liaising with arts organisations and venues.Helped in the development and delivery of the Hitchhiker’s Guide to the Arts project – a new pilot programme aimed at giving new arts audiences the chance to try out different arts shows and events at no financial risk.Helped in the delivery of both the A Gift from DCAL and No-one Left Behind projects.Acted as a point of contact for all enquiries relating to research for Audiences NI - conducted research and produced a full report on behalf of the Millennium Forum for their 2013 pantomime.Attended regular conferences, events and training days on behalf of Audiences NI.Carried out general office duties – answering phone calls, hospitality for guests, photocopying etc.Worked closely with partner organisations, suppliers, funders and the Audiences NI board.Acted as a point of contact within the agency for stakeholders and the public. Show less

• 

  BT

  Jul 2014 - Jan 2018

  Case Manager / Subject Matter Expert

  Worked on behalf of Management as a Subject Matter Expert (SME) to conduct training and coaching, help and assist new starts into the organisation, resolve management escalations, provide feedback to agents and to produce reporting and stats for weekly management meetings.Helped to deliver profits and consistently exceed set targets whilst providing excellent customer service on a number of Business and Consumer campaigns including DCP and Business Mobile Migration.Worked at the highest level on behalf of the company executives and the CEO to resolve customer issues as part of the Executive Level Complaints team.Helped to resolve complicated in-depth consumer cases to include compensation, faults, order issues and home moves etc. as part of Connections Camp 3 team.Actively worked across multiple complex IT systems on a daily basis including Oneview, Agent Desktop, CMP and OCS. Show less

• 

  Openreach

  Jan 2018 - now

  Fully trained and skilled DCoE team member as part of Engineering Services at Openreach across all product and vendor technology including FTTP, FTTC, SHE Technology, Adtran and Nokia etc.As a Desk Based Engineer within Openreach, Diagnostic Centre of Excellence, I play a pivotal role in diagnosing and resolving intricate network issues that impact service quality. I effectively communicate findings and solutions to both technical and non-technical stakeholders, ensuring a clear understanding of the issue and its resolution.On Brick Wall, responsible for resolving high repeat faults to reduce poor customer experiences and costs. Conduct full diagnostics and deep dive the current and historic health and performance of the service utilising a range of tools and systems. Produce job packs to engage with Patch Managers, Senior Area Managers and Senior Field Engineers to mutually resolve complex issues.On 2nd Line Support, responsible for handling complex issues and cases passed on from 1st Line team members. This includes Full Strip and Rebuild of Circuits, Card Resets and Central Test Head checks.SME for APEX, responsible for full reporting of Initial Reviews and Post Review Visits on 4+ repeat faults to check current status and health of service and to hold Field teams to account.Actively work across multiple complex IT systems on a daily basis including NATO, GeoHUB and CITRIX NetScaler etc.Quality Lead for the DCoE Belfast team. Responsible for reviewing job packs across the whole team, providing detailed analysis and feedback. Provide one to one coaching and support to team members and managers alike.Developed and designed the Brick Wall Quality Matrix to score individuals quality of work, ensuring it's fit for purpose, the business, and our customers. Also, to identify key behaviours and to coach / recognise appropriately. Show less Worked successfully and flexibly across multiple Service Delivery departments including CSIM, Escalations, Premium Business Helpdesk, Welfare and the highest level DSO.Built strong relationships with Communication Providers, end customers and other key stakeholders to deliver exceptional customer service. A strong knowledge of the Openreach network, products, organisation, policies and systems.On CSIM, responsible for the professional, fast end to end case ownership of complex service affecting issues across the Openreach product portfolio to include WLR, LLU, FTTC and SOGEA etc.Helped with the CSIM inception from small trial to fully functioning dept. within Service Delivery. Involved in testing the systems and processes, as well as designing the treatments and journey types. Fully embraced and promoted the agile way of working with team stand ups, collaborative working and Kanban.Consistently achieved and exceed set targets in regards to case closures and case fetches to contribute to the overall team performance. Continually achieved Good Work performance level against Quality scoring for each case evaluated. Show less

  • DCoE Desk Based Engineer / Quality Lead / Subject Matter Expert

    Apr 2022 - now

  • Customer Journey Management / Complex Desk

    Jan 2018 - Apr 2022