Jason Wright

I have an extensive background as a Customer Service Advisor for a global telecommunications company. I am now looking for my next opportunity. Previous positions have involved handling incident reports, scheduling engineering work and maintaining database systems relating to telephone and broadband network records and customer account information. I have held previous roles in sales support, order management and repair, which involved coordination and scheduling engineering work.

I have held a number of clerical and administration roles for BT Group, dealing with billing enquiries for SME customers, invoicing for corporate clients, handling incident reports, scheduling engineering work and maintaining database systems relating to telephone and broadband network records and customer account information.

I was most recently a Project Manager in the BT Business Movers team and I am proficient in prioritising projects, meeting deadlines and problem solving. On a daily basis I liaise with a range of customers and colleagues with varying needs and strive to exceed expectations in customer satisfaction, often holding twice the expected level of projects using my time management skills using written and verbal communication methods with a high attention to detail.       

I have experience with business and consumer IT systems, Internet technologies and applications and a wide knowledge of different Windows based software as well as other systems. I enjoy learning about new systems and developing my skills to ensure that the systems work efficiently; in my current job I developed a new procedure, which streamlined work management, more details of which are in my supporting statement. In my own time, I research developments and ideas in PC software and have been undertaking on-line training to understand systems which were outside of my previous role.

I have a breadth of skills which can be applied to this role, such as, my ability to analyse customer issues and devise solutions to resolve problems, often with innovation. My attention to detail and thorough comprehension of technical processes, developed through my changing roles and my desire to understand systems would directly support my development in this role. I work well using my own initiative, respectfully sharing suggestions with my managers and working alongside them to support business priorities, also working as part of a team to achieve the best results. I would enjoy a new challenge, building on the skills I already have, while bringing my analytical approach for development and improvement to any role.

Team Member in BT Business Movers department with many years of experience of working professionally in demanding customer service and team administration environments. First point of contact utilising time management skills to triage and prioritise a high volume of customer contacts, delivering an outstanding service experience to the highest standard.

Strong written and verbal communication skills gained from dealing with suppliers and customers of all levels; recording and rapidly responding to stakeholder issues sensitively via phone, email, webchat and in person.

Extremely reliable member of a busy service team, independently managing own caseload. Organised, motivated and highly adaptable using technical skills and in-depth knowledge to problem solve and deliver to deadlines and finding innovative solutions, with fine attention to detail to optimise problem resolution and maintain user satisfaction.

Work Experience

BT Business Movers Service Advisor. April 2017 – Present.

Single point of contact, project managing business customers who are moving premises, ensuring minimised disruption to services and maintaining connectivity. Ordering services, equipment and engineering work for voice and broadband services, resolving billing enquiries and providing technical support. Directly involved in developing my role by devising processes and providing ongoing training for new and established team members.

BT Business Order Management and Sales Support Adviser. May 2015 – April 2017.

Managing Business provision of service orders, scheduling engineering work and progressing delayed orders, responding to customer queries and escalating work with suppliers.

BT Openreach Routing and Records Advisor. July 2006 – May 2015.

Maintenance of BT Network Records, generating cabling information for engineering work and correcting discrepancies in the Telephone and broadband network database based on engineering reports. Handling escalations from broadband and telephone Service Providers. I created tools which were adopted across the team for automating report production and completing regular repeat tasks.

BT Business Repair / BT Business Enquiry and Support / Credit Control / Major Customer Accounts / Local Business Support.

Recording and triaging Business Telephone faults. Providing initial diagnosis, and first fix solutions and progressing to specialist teams or engineering visits where appropriate. Complaint management. Handling business billing enquiries and dispute resolution, and billing corrections. Pursuing payment of outstanding invoices and progressing action for non-payment of bills. Created an automated bulk letter generation program, with automated progression to disconnection of service when payment was not received. Responsible for the generation of invoices, dealing with invoice queries and amendments for major and corporate customers.

Sales support for the Local Business teams, responding to sales team queries and resolving complaints, applying billing corrections. Supplying product and service information to support the sales team.

Educated to degree level