FRED RADLEY

Proactively mitigated risks, generated and circulated comprehensive analytical reports, providing Senior Management with actionable data that enhanced revenue recognition processes and informed strategic business decisions, contributing to a 20% increase in profit margins; utilized deep industry knowledge to deliver tailored CCTV AI Analytics solutions, fostering strong customer relationships and securing significant business opportunities. This approach also led to securing and managing the first UK Telco Booking of £16M.

• Addressing customer needs through sales, pre-sales support, and customer service has led to positive acknowledgments both internally and externally, with VIP partner revenues increasing by 10% annually.
• Passion for understanding customer requirements, identifying their challenges and pain points, and providing effective solutions to meet their needs. Managing cross-cultural group of over 8 people, achieving 50% increase in headcount over 12 months.
• This growth has been accompanied by significant reduction in MTTR (Mean Time to Repair), allowing us to launch new International Support Centre in Mumbai.
• This initiative has facilitated first cross-region customer support collaboration, enabling us to implement and define processes that enhance service quality, 100% increase in senior management visibility, including innovation of team development strategies that have led to 20% of contractors being hired full-time staff in just six months.
• Furthermore, have applied skills to take on additional roles, such as Customer Success Manager for large projects, which has resulted in 10% increase in expansion orders.

• Implemented knowledge management systems, optimizing access to critical support resources, team training, knowledge transfer, and mentoring.
• Led workshops for internal staff members on new technologies, strengthening overall team competencies in emerging trends.
• Reducing initial call Tier3 escalations by 75%. Analyzing statistics and making changes to accurately define staff skill sets for customer service and customer experience.
• Providing technical leadership to effectively guide strategic plans and future projects, annual budget of $8M to $10M.
• Ensured timely escalations when needed by closely monitoring case progressions.
• Provided expert remote troubleshooting for hardware, software, and network issues across various industries.
• Delivered exceptional customer service by maintaining regular communication with clients throughout the support process.
• Enhanced customer satisfaction by promptly addressing and resolving complex technical issues.

Consulted via telephone to understand user problems, ran through testing scripts, and expanded customer support teams from 2 to 5 people to ensure seamless support delivery. Worked closely with the Managing Director and Sales team to maintain optimal communication levels, ensuring the effective and efficient completion of installations and support. Conducted onsite commissioning of solutions, software installation, and support.

Applied for position close to finishing college, offering my services without any payment working full-time for three months to gain experience. After three months offered full-time employment position to provide IT Support for over 10 departments.