Louise Guest

About Louise

PERSONAL STATEMENT

I am a well organised individual who possesses strong communication skills, I am a great team player as well as a leader and I take pride in the fact I help others to maintain the highest level of customer service and focus. With over 16 years in customer service roles I have a strong ability to understand requirements and deliver on them as requested by any customer. Renowned for being customer focussed, enthusiastic and a strong team player.

CAREER SUMMARY

Telindus Ltd Customer Management Specialist – November 2010 – Present
A lead member of a newly formed team supporting the largest customer in the Belgacom Group. Rapidly acquired the company and customer knowledge required to make the role a success very soon after its creation.

Liaising with various areas of the company in order to deliver required service to Virgin Media. This involves managing third parties and internal teams in order to meet our SLA’s and KPI’s.

Virgin Media Account –
• Logging all incidents and meeting Service Level Agreements.
• Communication with the customer and 3rd parties to get the incident restored.
• Ordering parts and engineers to site, reviewing all cases as and when required.
• 3rd party management.
• Measuring and performance with all the teams internal KPI’s
• Weekly Reporting.
• Part returns.
• Service Delivery Management / Account management.
• Training.
• Team management, co-ordination, motivation and training.
• Cross training for all of the CMT on the core side of the business to learn the virgin account and vice versa.
• Processes , procedures and presentations.
• Incident Management.
• Problem Management, RCA and trend analysis.