Summary
Overview
Work History
Education
Skills
Timeline
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AYESHA NEDLEY

York

Summary

After a change in career, I am looking for a part time job to go alongside my studies towards an environmental science degree. I am an ambitious and adaptable individual who strives to meet high standards.

Overview

9
9
years of professional experience
3
3
years of post-secondary education

Work History

CCaaS Support Specialist

Babble
3 2022 - 9 2023
    • Improved System Configuration and Efficiency : Reconfigured call flows, IVR (Interactive Voice Response), queues, and routing rules, leading to a 30% reduction in average call handling time and a smoother customer journey.
    • Consistently High Customer Satisfaction : Maintained an average weekly Net Promoter Score (NPS) of 9.5 and higher, contributing to increased customer loyalty and positive brand perception.
    • Enhanced User Adoption and Understanding : Provided comprehensive training and support to users, resulting in an increase in feature utilization and a significant decrease in support queries related to basic functionalities.

Technical Support Engineer

Aviva
08.2020 - 02.2022
    • Optimized Hardware Deployment and Documentation : Configured and imaged desktops/laptops, streamlining the setup process, while creating clear technical documentation that improved team efficiency and reduced support tickets.
    • Innovated Technical Support with Virtual Service Bar : Led the office service bar, providing effective face-to-face technical support, and launched a virtual service bar during lockdown for 10,000 employees, maintaining high customer satisfaction ratings.
    • Improved Onboarding and Mobile Device Management : Delivered IT induction sessions to new hires, including simplifying the iPhone configuration process, which resulted in a reduction in onboarding time and fewer support requests related to mobile device management.

Service Desk analyst

Aviva
03.2018 - 08.2020
  • Delivered Exceptional First-Line Support : Provided first-line support via phone and live chat with a customer-focused approach, achieving an average customer satisfaction rating of 98%.
  • Handled High-Priority Tickets with Efficiency : Acted as an escalation analyst, successfully resolving complex issues by collaborating with cross-functional teams, resulting in a significant reduction in unresolved tickets and an increase in customer trust.
  • Subject Matter Expert for Mobile Device Management : Served as the subject matter expert for Intune, Aviva's mobile device management platform, leading training sessions and providing guidance.
  • Promoted Diversity and Inclusion in Technology : As an ambassador for Women in Technology, represented Aviva's Women in Tech network at industry events and organized office events in York, fostering a more inclusive and supportive work environment.

Waitress and Bartender

Various restaurants and bars
03.2013 - 01.2018
    • Progressive Experience in Hospitality : Gained diverse experience in various restaurants and pubs in York, advancing to progressively more responsible roles in the hospitality sector, demonstrating adaptability and a strong work ethic.
    • Developed Excellent Customer Service Skills : Acquired a wide range of customer service skills, including effective interaction with diverse customers, all contributing to high customer satisfaction and repeat business.
    • Maintained High-Quality Service During Peak Times : Delivered exceptional, friendly, and efficient service, processing a high volume of orders during peak hours, which contributed to increased customer retention and positive reviews.

Education

Undergraduate degree - Environmental Science

The Open University
Remote
02.2022 - 08.2025

Foundation year - Animal Behaviour

Manchester Metropolitan University
Manchester, United Kingdom
04.2001 - 2016.04

A-Levels -

York College
York, United Kingdom

GCSEs -

British School of Brussels
Belgium

Skills

  • Provides superb quality customer service in a polite and effective manner

    • undefined

    Timeline

    Undergraduate degree - Environmental Science

    The Open University
    02.2022 - 08.2025

    Technical Support Engineer

    Aviva
    08.2020 - 02.2022

    Service Desk analyst

    Aviva
    03.2018 - 08.2020

    Waitress and Bartender

    Various restaurants and bars
    03.2013 - 01.2018

    Foundation year - Animal Behaviour

    Manchester Metropolitan University
    04.2001 - 2016.04

    CCaaS Support Specialist

    Babble
    3 2022 - 9 2023

    A-Levels -

    York College

    GCSEs -

    British School of Brussels

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