Graham Paul Eyers
Nuneaton
The opinion of 10,000 men is of no value if none of them know anything about the subject
Marcus Aurelius
Summary
Pragmatic technical expert eager to contribute to organisational growth and development. Applies knowledge of industry best practices and business needs to devise innovative solutions. Active listener with commitment to driving corporate success.
Organised collaborator equipped to monitor and evaluate ongoing business needs. Assesses KPIs to uncover areas of improvement. Superior communication and networking skills.
Accomplished coordinator offering a proven track record of client relationship management, competent at developing projects and implementing plans. Works to evaluate business needs and deliver actionable solutions. Above all a creative and dynamic team player.
Overview
22
22
years of professional experience
Work history
Subject Matter Expert
Shell Energy Retails Limited, Shell
Coventry
2023.11 - Current
- Workstream Management and resource optimization.
- Reallocate commitments for team members during leaves or unavailability.
Continuous improvement. - Training and Development practices.
- Company and brand ambassador.
- Documentation management and design.
- Quality Assurance and Feedback through coaching.
- Cross-Team Support through Subject Matter Expertise.
- Team Management.
- Subject expertise point of contact.
Organisational collaboration through multi products and processes. - Documentation and Training maintenance.
- Reporting and Analytics through generating and analysing reports on provisioning activities and performance metrics.
Broadband Jeopardy Agent
Shell Energy Retails Limited
Coventry
2021.12 - 2023.11
- Service order management promoting accuracy and completeness for all customer information.
- Collaborate with internal/external parties to provision broadband services.
- Maintain accurate records of customer orders and provisioning activities.
- Communicate directly with customers for information gathering, updates, and addressing concerns related to broadband services.
- Troubleshooting in Identifying and resolving broadband service provisioning issues, escalating complex problems to technical support teams.
- Assuring quality through conduct thorough checks to ensure broadband services meet standards and customer requirements.
- Reporting in continuous improvement.
- Adhering to a heavily regulated operating model and standard.
Broadband Technical Agent
Shell Energy Retails Limited
Coventry
2020.08 - 2021.12
- Manage diverse daily workstreams for confident SLA delivery.
- Provide Manage diverse daily workstreams for confident SLA delivery.
- Prioritize provisioning for positive customer CAD experience.
- Prioritize Fault workstream to regain supply, minimize wastage.
- Identify customer vulnerability and root cause analysis.
- Collaborate for technical support and offer Case management.
- Investigation into all technical queries.
- Coordinate stakeholders for swift issue resolution.
- Work methodically to achieve individual and team targets.
- Solutional thinking and implementation.
- Provide coaching and feedback for front-line teams.
- Continuous improvement.
- Ticket system management.
Initial Guidance Consultant
T2 Group
Cardiff
2019.09 - 2020.06
- Developing client relationships by delivering excellent customer service.
- Provide Information, advice and guidance to clients and learners.
- Understand key product knowledge and concepts.
- KPI Management and reporting.
- Regularly liaise with executive level leaders and teams to ensure that objectives, expectations, and priorities are upheld.
Quality Project Manager
Element Materials Technology
Warwick
2018.01 - 2019.08
- Provide leadership and support to projects across the group as required
- Working with purchasing staff to establish quality requirements from external suppliers
- Data analysis.
- Continuous improvement strategy.
- Quality management and HSE reporting.
- Successfully created and published training and a now standing British Standard.
- Maintain and supply European industry specifications.
- General admin support and system documentation.
- Logistical coordination and support for all onsite/offsite teams.
- Procurement, continuous improvement, travel coordination, visa applications, technical liaison and organiser.
Technical Directorate Management Assistant
Exova UK Ltd
Daventry
2014.03 - 2018.01
- Quality management and HSE reporting.
- Successfully created and published a now standing British Standard.
- Maintain and supply European industry specifications.
- General admin support and system documentation.
- Logistical coordination and support for all onsite/offsite teams.
- Procurement, continuous improvement, travel coordination, visa applications, technical liaison and organiser.
Audit Administrator
Exova Audit Services
Birmingham
2013.07 - 2014.03
- Build and maintain customer relations.
- Arrange and book 2nd party audits at factories in both the UK, Europe, and rest of the world.
- Stakeholder management.
- Ensure all auditors have relevant information and documentation for all future audits.
- Reporting and adhering to KPI's, CRM management and Audit regulatory requirements.
Healthcare Co Ordinator
Private, Alliance Surgical
Birmingham
2013.05 - 2013.07
- Progressing private healthcare referrals
- Chasing the progress of patient's treatment plans by speaking to consultants, secretaries, and patient's
- Ensuring that patients are contacted and kept up to date at every stage of their treatment plan
Internal Account Manager
ATS Euromaster
Birmingham
2011.05 - 2013.05
- Consistently achieved high-level customer satisfaction through responsive account management.
- Collaborated with diverse teams to offer guidance and knowledge to drive progress.
- Managed high-volume customer queries simultaneously through effective multitasking.
Complaint Investigator
Legal Ombudsman
Birmingham
2010.10 - 2011.01
- Managed complaint resolution process, employing investigation and creative problem-solving skills to ensure positive guest outcomes.
- Conflict resolution.
- Team collaboration and peer review.
Workflow Co-ordinator
AXA
Bristol
2008.04 - 2010.09
- Determined technical requirements to guide development and delivery of project work.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
- Applied a varied and versatile communication style.
AXA Universal Soldier
AXA
Bristol, BST
2007.08 - 2008.04
- Collaborated on project work with talented team of developers.
- Analysed and understood situations to develop action plans.
- Consulted with clients, management and other stakeholders to determine project needs.
Customer Service Technical Representative
AXA
Bristol, BST
2004.03 - 2007.08
- Collaborated with diverse teams to offer guidance and knowledge to drive progress.
- Managed and maintained comprehensive accreditation pathways.
- Created training needs assessments to identify skills and knowledge gaps whilst providing coaching.
Customer Service Representative
AXA
Bristol, BST
2001.10 - 2004.03
- Answering questions on a range of products including Personal pensions, Stakeholder pensions and Defined Contribution Occupational Pensions
- Assisted customers with varying questions using product, process and service expertise.
Education
B2B Selling Course - Selling
09.2012
Personal Impact Course -
Key Account Manager Modules 1-3 -
Level 3 Customer Service Specialist Standard - Pass -
04.2023
Information Technology
07.2001
GSCE -
07.1999
C in: English Language, English Literature, Mathematics, French, History
Skills
- Project Management
- Technical expertise
- Stakeholder management
- Effective communication
- Coaching and feedback
- Needs analysis
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline
Subject Matter Expert - Shell Energy Retails Limited, Shell
2023.11 - Current
Broadband Jeopardy Agent - Shell Energy Retails Limited
2021.12 - 2023.11
Broadband Technical Agent - Shell Energy Retails Limited
2020.08 - 2021.12
Initial Guidance Consultant - T2 Group
2019.09 - 2020.06
Quality Project Manager - Element Materials Technology
2018.01 - 2019.08
Technical Directorate Management Assistant - Exova UK Ltd
2014.03 - 2018.01
Audit Administrator - Exova Audit Services
2013.07 - 2014.03
Healthcare Co Ordinator - Private, Alliance Surgical
2013.05 - 2013.07
Internal Account Manager - ATS Euromaster
2011.05 - 2013.05
Complaint Investigator - Legal Ombudsman
2010.10 - 2011.01
Workflow Co-ordinator - AXA
2008.04 - 2010.09
AXA Universal Soldier - AXA
2007.08 - 2008.04
Customer Service Technical Representative - AXA
2004.03 - 2007.08
Customer Service Representative - AXA
2001.10 - 2004.03
ATS - B2B Selling Course, Selling
ATS - Personal Impact Course,
ATS - Key Account Manager Modules 1-3,
Birmingham University - Level 3 Customer Service Specialist Standard - Pass,
Filton College - , Information Technology
Monks Park School - GSCE,