Casey Kilsby

• Applied expertise to efficiently deliver BTNet lease line and fibre circuits ensuring our customers were ready for business.
• Served as first line of contact for customers filing complaints, responding to queries to deliver exceptional customer service levels.
• Set appointments with field teams to carry out service changes or deliver new products.
• Liaised with Openreach driving down cycle times for service delivery to ensure delays were resolved in a timely manner.
• Assessed knowledge and skills gaps within the team, creating training guides to enable colleagues to provide the best service in the most efficient way.
• Knowledge with Hydra systems to assist various teams regarding fibre circuits.
• Showed exceptional time management juggling multiple orders daily.

• Served as 1st line support for customers reporting faults with their BTNet services along with various phone systems such as Mitel and Avaya.
• Troubleshooting with customers to resolve issues and raising tickets and call backs when necessary bye 2nd and 3rd line support teams.
• Arranged for engineers to attend site or the exchange if required to resolve.
• Liaised with customers finding resolutions and closing the loop on any complaints.

• Troubleshot and repaired business customer Broadband services helping them to get back online and ready for trade.
• Assisted with phone line issues setting up temporary diverts to mitigate the impact to the customer and their business.
• End to end testing and arranged external or site engineers where required to see that the issue was resolved as quickly as possible.

I worked as part of a team to build positive customer rapport through friendly, professional communication, working with customers from all over the country on a daily basis taking and processing orders, suggesting new and potentially beneficial products suitable for their business along with rectifying any problems they may have had with deliveries, shortages or anything else.

I was responsible for greeting customers, providing a positive customer experience, driving sales and training the rest of the shop floor staff about the products we had to offer. My duties included:

• Demonstrating great product knowledge to customers on key promotions and offers.
• Supporting the team and management to increase revenue.
• Carrying out stock replenishment.
• Providing the team with their budgets and help log their commissions.
• Creating quotes and orders along with processing refunds and returns.