Curriculum Vitae

Daniel WarehamApartment 5, Dinder House

Sherring RoadShepton Mallet

SomersetBA4 4HF

LinkedIn Profile: https://uk.linkedin.com/in/daniel-wareham-32aab5104Mobile: 07850 856 417 Home: 01749 342 549 E-mail: danielwareham@live.co.uk

Personal StatementI have worked for Sky for nearly ten years, after finishing college in 2006. Personal and professional development is a passion of mine and Sky has helped me achieve this over the past ten years. I feel it is important to share any knowledge I have, so that others can benefit from it. Helping people where I can is a great pleasure for me at work and in my personal life. I am a hard working, enthusiastic, polite, friendly and patient person. I work well on my own or as part of a team and can work to deadlines if needed. With everything I do, I am fully committed to achieving the best result possible.

Previous Education and Training to datePhone and broadband network training – Sky, 2006 – ongoingTraining for customer service agent and team leader Coaching – Sky, 2006 – ongoing A.V.C.E in Advanced Information and Communication Technology – Strode College, 2006G.N.V.Q in Intermediate Information and Communication Technology – Strode College, 2004

Professional Experience

Technical Specialist, Sky, Shepton Mallet – September 2011 – Present Speaking with customers & checking our network to fix or confirm faults Validating or cancelling Openreach engineer visits Help lower the total cost of the BT Openreach bill Speak with Sky engineers, to help resolve customer issues

Customer service agent, Sky, Shepton Mallet - October 2006 – 2011 Broadband and Talk technical support Problem solving Adding Value to customers Improving the Customer Experience to improve customer retention Working as part of a large team as well as on an individual basis Managing customer expectations

Team Leader Secondment for Sky, Shepton Mallet (7 month period) Managing a team of customer service agents Dealing with under achieving customer service agents Achieving targets Motivating the team and creating a positive environment for staff Reviewing adherence Handling and managing escalated customer complaints effectively and efficiently Educating the team to understand the importance of adding value of Sky

products/services and improving customer retention Prompting a team effort on a positive customer experience

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Managing customer expectations

Sky Answers, process change author, Sky, Shepton Mallet Creating new technical call process flows for broadband and talk faults Amending existing flows to promote a positive customer experience to improve the

resolution time and customer retention Gathering agent feedback on flows and implementing where appropriate Working as part of a team The use of conference calling between Sky technical sites throughout Great Britain

Fault Management Team, Sky, Shepton Mallet Reporting of any exchange outages to Sky network services Keeping customers updated on exchange outages Managing customer expectations Keeping agents up to date via the fault management status page

BT Escalations Team, Sky, Shepton Mallet Dealing with BT SFIs 1:1 calls with engineers for BT co-op calls Liaise with BT managers and agents to resolve customer faults Managing customer expectations Working as part of a team and also on an individual basis when needed

Technical Floor Support, Sky, Shepton Mallet Supporting agents with any technical queries Managing repeat calls Queue management back office work

ADDITIONAL SKILLSWord Processing: Highly competent user of Microsoft Office to include Word (mail merges), Excel, Outlook, PowerPoint.Typing: Accurate and competent.Spreadsheets: Regular user of Excel for all purposes.Databases: Access.Internet: Frequent user of both the World Wide Web and E-mail.Excellent telephone manner and customer care skills. REFEREESPhil Taylor, CEM Sky, Unit 35 Lower Charlton EstateShepton MalletSomersetBA4 5QETEL: 020 7032 6301 Morag Kelly, CEL Sky, Unit 35 Lower Charlton EstateShepton MalletSomersetBA4 5QETEL: 020 7032 6301

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