Fraser Davidson

During my time in as Service executive it had enhanced my knowledge and exposure to the world of service relationship management. I have have had the opportunity to build relationships and support multiple customers (DEFRA, Wheatley Housing Group, Staffordshire University, Charter Court Financial Services, Yeovil Hospital and Transport Scotland). My obligations and deliverables included:

• Maintained existing customer revenue while mitigating churn events.
• Developed and upheld leading end-to-end experience for customers.
• Delivered contractual service obligations, including service levels and reporting.
• Drove operational team performance to enhance in-life service delivery.
• Cultivated relationships with key customer stakeholders for ongoing services.
• Engaged closely with associated sales teams to align efforts.
• Pursued continuous service improvement, boosting customer satisfaction and NPS.
• Managed contractual governance alongside commercial awareness.

Delivered comprehensive training for new advisers, focusing on end-to-end ticket management and customer interactions.

Developed bespoke training modules for large clients to address specific needs effectively.

• Conducted ticket management and call quality assessments for all new starters, supporting team leaders in achieving performance targets.
• Performed formal 121s, probation reviews, and desk handovers for onboarding staff.
• Collaborated with DEFRA to enhance customer experience, reviewing support documents and coordinating with service managers.
• Created and maintained documentation for customers with COMs, ensuring it is accessible within the CID/Knowledge base.
• Assumed responsibilities of Team Leader, Senior Manager, and Operations Manager during absences to ensure continuity.

Although I was not in this role for very long, I was successful in my application to a Lead Advisor on the Non-Dedicated fixed desk. The length of service here is short due to my successful application to Gradbay Manager. As a Lead Advisor I was responsible for the below:

• Successfully manage and add value to tickets that had met escalation criteria.
• Proactively monitor Jeopardy management.
• Assist management with coaching and quality completion.

Being a Service Desk Advisor at Vodafone has greatly enhanced my knowledge of the industry and provided me with a number of essential skills and experiences, some of these include:

• The ability to work and communicate efficiently within a team.
• Multi-tasking within a thriving environment.
• Build strong and trusting relationships with customers as well as colleagues.
• Achieving the balance between friendly and professional service with important clients.
• The ability to use initiative to achieve and set goals.
• Manage customer issues from the first point of contact to the resolution.
• Lead and support all Gradbay new starters.
• Complete ASPIRE and the Quality Accreditation program.
• Assist in the set up and document creations in a new knowledge base ”SCIO".

In my previous employments with Webhelp UK, I have also thrived in other positions/departments within the Vodafone campaign. These include - Pay As You Go, Consumer care, Small Business Mobile and Prime Contact. Within all of my roles, I have been confident and fortunate enough to be given the opportunity to support others on the call floor and in a training environment. Previous roles provided a variety of essential skills required within the workplace, such as:

• Being highly organised throughout the day.
• Analysing and understanding the various operating systems.
• Learning to apply different communication techniques with all types of customers and colleagues.
• Managing time efficiently, in order to achieve personal and business goals.
• Objection handling with customers and colleagues.
• Assisting new starters.