Emma Cooksey
Summary
Dedicated and detail-oriented professional with over 22 years of customer service experience within fast-paced, software-driven environments. Strong communicator with a proven ability to build trusted stakeholder relationships, gather and analyse customer requirements, and translate business needs into effective system solutions. Experienced in working closely with support and development teams to deliver improvements that drive customer satisfaction and long-term business value.
Overview
3
3
years of professional experience
Work history
Bureau Billing Analyst
Giacom
10.2023 - 08.2024
- Generated, verified, and dispatched customer invoices, ensuring accuracy and consistency of billing data.
- Investigated and resolved billing discrepancies through data analysis and root-cause investigation.
- Responded to billing queries and translated customer issues into clear internal actions.
- Supported and trained new customers on billing processes and system usage.
- Managed multiple billing runs concurrently while supporting team workload.
Service Desk Analyst
Giacom Billing
03.2023 - 10.2023
- Handled confrontational customers and applied appropriate de-escalation strategies.
- Engaged in various support service channels to contact users including callbacks, emails and voicemails.
- Managed customer support cases from initial report through to resolution.
- Provided first-line diagnosis of incidents and service requests to implement solutions.
- Prioritised and promptly responded to vast number of reported incidents and logs.
- Delivered bespoke service across multiple customer touchpoints to maintain customer satisfaction.
Premium Billing Manager
Giacom
08.2024 - 08.2025
- Managed billing operations for premium customer accounts, acting as the main billing contact for high-value clients.
- Analysed billing data, invoice files, and system outputs to identify discrepancies and improvement opportunities.
- Worked closely with support and development teams to investigate system-related billing issues and implement long-term fixes.
- Documented customer issues and requirements to support development changes and system enhancements.
- Ensured billing processes aligned with customer requirements, internal controls, and compliance standards.
Service manager
Giacom
08.2025 - Current
- Primary liaison between customers, support teams, and software development teams, ensuring business requirements are clearly understood and delivered.
- Gather, document, and clarify customer requirements through daily interactions, translating them into actionable development and support tickets.
- Raise, prioritise, and manage tickets through to resolution, working closely with development teams to achieve fixes and enhancements required by customers.
- Support solution delivery by validating outcomes with customers, ensuring fixes meet business needs and expectations.
- Manage 20 large customer accounts, maintaining service satisfaction and long-term retention.
- Running Monthly reports for the customer to outline process on current ticket status.
- Customer Training - helped customer learn new tools or assist if they were not to sure how to use something on the system.
Education
NVQ Level 1 - Hair Dressing
Monroe
NVQ Level 2 - Hair Dressing
Monroe
GCSEs - English, Maths, Science
Priory
Skills
- Advanced product knowledge
- Complaint resolution
- Team player
- Self-motivated
- Proven high levels of customer service
- Organizational skills
- Proficient with the Microsoft office suite
- First line support
- Experience in telecoms and IT service billing
- Familiarity with metering and billing accreditation standards
- Proficient in the aBILLity Billing system
Timeline
Service manager
Giacom
08.2025 - Current
Premium Billing Manager
Giacom
08.2024 - 08.2025
Bureau Billing Analyst
Giacom
10.2023 - 08.2024
Service Desk Analyst
Giacom Billing
03.2023 - 10.2023
NVQ Level 1 - Hair Dressing
Monroe
NVQ Level 2 - Hair Dressing
Monroe
GCSEs - English, Maths, Science
Priory