Phil Long

Experience

• 

  U-Net Limited

  Sept 1998 - Dec 1999

  Technical Support Engineer

  Technical Support Engineer for an Internet Service Provider.

• 

  Orbit News Service

  Jan 2000 - Dec 2001

  Junior Journalist

  Junior/Trainee Journalist for a Freelance agency, serving the Manchester Evening News and Liverpool Daily Post and Echo, along with the company's own independant magazines and news sites (Warrington-Worldwide and Lymm Life)

• 

  VIA NET.WORKS

  Feb 2002 - Feb 2003

  Second Line Technical Support Engineer for an Internet Service Provider. First Line Technical Support Engineer for an Internet Service Provider.

  • Second Line Technical Support Engineer

    Jun 2002 - Feb 2003

  • First Line Technical Support Engineer

    Feb 2002 - May 2002
• 

  Zen Internet Limited

  Mar 2003 - Oct 2014

  Key activities:• Facilitated improvement workshops for systems and process for both internal and external Customers.• Mapping of existing fault management processes in order to identify failure demand and value as part of process improvement activity.• Acted as Product Owner on an Agile Scrum project to deliver a new fault reporting system to our Technical Customer Support team to support process improvement.• Designed and operated Customer Experience surveys providing insight in to customer sentiment on loyalty (Net Promoter Score), needs and wants (Kano Model) and ease of use (Net Effort Score).• Managed improvement projects and activities.• Analysed operational performance, customer demand and service trends. Produced and implemented recommendations for improvement.Other activities:• Designed and implemented new call and fault management processes, from trial to business as usual adoption.• Produced and approved copy for the Technical Support Customer Knowledge Base and company Blog.• Managed the Customer Community Support Forum.• Scripted and recorded video user guides for Customers. Show less - Managed the telephone and email based Technical Support delivery in a Technical Support team of approximately 80 seats.- Expanded the support hours from 8am to 8pm, Monday to Friday and 9am to 5pm weekends from a previous 9a to 5pm Monday to Saturday function.- Established a 24/7 contact and monitoring team for key services.- Produced and approved copy for the Technical Support Customer Knowledge Base.- Managed the Customer Community Support Forum.- Established a dedicated Apple Technical Support team, resulting in a MacWorld Award for Best Internet Service Provider and nominations for MacUser Best Internet Service Provider awards. Show less

  • Performance and Process Improvement Manager

    Aug 2009 - Oct 2014

  • Technical Support Manager

    Mar 2005 - Jul 2009

  • Technical Support Team Leader

    Oct 2003 - Feb 2005

  • Technical Support Service Consultant

    Mar 2003 - Sept 2003
• 

  D12Games.Guru t/a D12 Enterprises Limited

  Jan 2015 - Apr 2018

  Director

  My current side-project combining my writing, video and photography skills with one of my hobbies. D12Games.guru (http://d12games.guru/) is a site selling Tabletop games; with reviews, game reports, news and deals for top tabletop games.

• 

  TalkTalk

  Jun 2015 - now

  - Implemented improvements for the Technical Support/Repair function, including liaising with and gaining agreement from stakeholders.- Analysing performance to identify improvement opportunities affecting processes, systems and agent materials.- Supporting business change through mapping new processes or modification of existing process.- Design and implementation of process in the company’s chosen tool for delivering Repair process. - performing continuous improvement through analysis of MI and KPIs.- implementing process improvements for Customer Service and Billing teams.- managing improvement projects, working with stakeholders across the business.- achieved Lean Six Sigma Green Belt Certification

  • Process Improvement Lead

    Mar 2018 - now

  • Process Improvement Analyst

    Oct 2017 - Feb 2018

  • Continuous Improvement Manager

    Jun 2015 - Sept 2017