Claire Pritchard

• Conducted research to support decision-making processes.
• Managed multiple projects, ensuring organisation and efficiency.
• Coordinated project tasks for successful and timely completion.
• Managed logistics of company events, resulting in smooth operations.
• Improved workflow efficiency by developing process improvements.
• Created detailed schedules to streamline work processes.
• Coordinated staff training sessions to enhance skills and knowledge base.
• Oversaw daily operations ensuring consistency in quality and service delivery.
• Answered phone calls and responded to emails from clients.
• Addressed customer complaints and resolved issues.
• Managed and prioritised varied and busy workload to meet deadlines.
• Trained and assigned tasks to team members.
• Build and maintained strong relationships with partners and key stakeholders.
• Monitored processes and proposed recommendations for improvements.
• Adapted to unforeseen challenges with proactive, flexible approach.
• Received and actioned feedback to improve personal performance.
• Demonstrated resilience and composure under pressure for successful project outcomes.
• Liaised comfortably and confidently with all levels of staff using appropriate tact and diplomacy.
• Assisted in creating and updating project documentation templates.
• Discussed issues and brainstormed solutions with various groups and individuals to maintain project progress.
• Assured satisfaction by providing professional and empathetic responses to customers' concerns.
• Tracked all unresolved complaints, ensuring they were addressed at the earliest convenience.
• Upheld high standards of customer service whilst dealing with challenging situations and individuals.
• Escalated serious cases to higher management for immediate action.
• Liaised with different departments for effective resolution of customer issues.
• Negotiated with customers diplomatically to reach mutually agreeable solutions.
• Analysed trends in complaints received, identifying potential areas of improvement in service delivery.
• Maintained detailed records of customer interactions, ensuring transparency in communication history.
• Expressed care, patience and empathy when handling customer interactions for personalised experience.
• Identified root causes of complaints through effective questioning.
• Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
• Identified complaint trends and patterns to report to supervisors and guide changes.
• Owned end-to-end complaint handling and resolution in line with established procedures.
• Communicated with customers politely, promptly and professionally.
• Offered personable and helpful service to exceed customer expectations and reach positive conclusion.
• Clarified complaints to fully understand customer issues.
• Took ownership for customer correspondence to deliver exceptional customer service levels.
• Served as first line of contact for customers filing complaints.
• Adhered strictly to policies and procedures for continued company compliance.
• De-escalated aggressive behaviour using effective conflict resolution techniques.
• Listened actively to offer accurate information and best solution to their needs.
• Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
• Handled in-person, email and mailed correspondence.
• Recorded information about inquiries and complaints within internal database.
• Consistently arrived at work on time and ready to start immediately.
• Offered friendly, efficient customer service and handled challenging situations with ease.
• Increased customer satisfaction by resolving issues.
• Completed duties to deliver on targets with accuracy and efficiency.
• Completed customer orders with speed and accuracy.

· Devised automated process “Wholesale calls” for EE which I shared with their offshore manager and has now been adopted in other areas of the business. I was awarded a Shine award as this meant 100% reduced manual effort.

· Created external material for customers including Training Handbook, Podcasts and CBTs for Wholesale Broadband Connect, incorporating FTTC.

· Successfully presented to external clients at ISP forums to engage and encourage them to become self-sufficient meaning account managers could direct customers to BTWholessale.com thus improved RFT, and customer contact greatly reduced. In recognition for my achievements I received a Shine award.

· Took on a Deployment Manager role responsible for SCIM reporting, allocating priorities and test plans and reporting to seniors. Phil Exon Feedback “Claire has provided strong leadership in the planning and execution of post-deployment testing in her domain (21C L2C W Family) as well as engaging in the wider testing and support of the whole release process. She has shown an in-depth knowledge as well as awareness that there is still work needed to improve the area, ideas on what to do and a willingness to help. It is this willingness to help that I have found of immense value as Claire has always been happy to answer my questions, explain things and provide welcome advice. She engages positively in calls both during and after PDT. I have enjoyed working with Claire and look forward to doing so in the many releases ahead.”

· Developed a programme of test plans to deal with priorities and reduce test times. I established a central point for systemised testing progress for Fulfilment covering all Wholesale provision products including Fibre which enabled real time updates on progress for senior management, enabling faster deployment times. Received monetary recognition (Shine Award).

A flexible and motivated individual with a strong work ethic accompanied with 30 years hands-on customer service skills, and with an approachable and empathic nature. A consistent track record of championing best business practises that improve efficiency, reduce operating costs and increase productivity ensuring quality targets are met. Extremely customer focused with knowledge of Wholesale and Openreach products and systems, reacting calmly and analytically to challenging situations.

• Adhered strictly to industry standards in all planning tasks.
• Collaborated with cross-functional teams, enhancing workflow efficiency.
• Streamlined processes with application of advanced planning tools.
• Successfully delivered on tasks within tight deadlines.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked flexible hours, covering nights, weekends and bank holidays.
• Increased customer satisfaction by resolving issues.
• Applied critical thinking to analyse problems, evaluate solutions and select best decisions.