Jay Russell
Witham,Essex
Summary
Knowledgeable IT professional with extensive experience in service delivery and quality assurance. Drives compliance with GDPR regulations and conducts effective risk assessments. Specialises in customer relations management, contract negotiation, and technical documentation. Focuses on process optimisation and business continuity planning through strategic teamwork and delegation.
Overview
4
4
years of post-secondary education
9
9
years of professional experience
Work history
Service manager
RDC/Computacenter
Braintree, Essex
2023.01 - 2025.12
- Fostered strong relationships with clients through excellent customer service skills.
- Resolved customer complaints to enhance business reputation.
- Streamlined service operations by enhancing team collaboration and communication.
- Delegated tasks effectively to maximise team potential and productivity.
- Coordinated staff activities to maximise service availability and leverage team strengths.
- Developed an efficient workflow to reduce service downtime.
- Actioned feedback from service users, resulting in improved satisfaction levels.
- Identified service gaps, developing plans to strengthen or expand offerings.
- Held monthly service reviews with customers to maximise efficiency and ensure we were working towards the same goal.
- Held yearly contract talks with customers to help them better understand the position they were in and how we could help lower their costs to achieve maximum benefit.
- Managed billing process to support financial growth.
- Monitored inventory levels for customers to ensure optimal stock management. and worked alongside them to strategise plans for low storage cost and maximum resell value for their equipment.
- Spearheaded initiatives towards achieving company targets, leading to consistent growth year after year.
Senior customer service representative
RDC/Computacenter
Braintree, Essex
2021.10 - 2023.01
- Handled escalated calls, effectively diffusing tension and reaching satisfactory resolutions.
- Directed initiatives towards improving the company's reputation through exceptional service delivery.
- Streamlined procedures for quicker response times to customer inquiries.
- Advanced multi-tasking skills led to efficient management of multiple queues, reducing wait times significantly.
- Prioritised tasks to meet deadlines and deliver high-quality service.
- Nurtured productive team environment by promoting positive communication skills.
- Mentored junior team members, fostering professional growth within the team.
Customer experience advisor
RDC/Computacenter
Braintree, Essex
2021.06 - 2021.10
- Used CRM systems to log customer interactions and improve service quality.
- Collaborated with other departments to swiftly resolve complex issues, increasing customer satisfaction.
- Established rapport with customers through professional, friendly communication and lasting relationships.
- Built consumer trust through thorough product knowledge and accurate advice.
- Delivered training sessions for new customer experience advisors, improving team capability and consistency in service delivery.
- Coordinated with scheduling team to ensure timely completion of work orders, enhancing service reliability.
- Kept company offering knowledge current to provide accurate client information.
- Completed monthly billing cycles to invoice correct customer amounts each month.
- Attended weekly management meetings and shared frontline insights for decisions.
- Supported team in moving from in-house system to D365 and updated platform.
Billing clerk
Dental Directory
Witham, Essex
2017.09 - 2020.11
- Invoiced customers daily based on job lists, ensuring timely billing for completed work.
- Posted invoices through Sage immediately after job completion to maintain cash flow.
- Answered customer calls about invoice queries and resolved issues professionally.
- Filed paperwork daily to maintain inspection and certificate records.
- Developed a job-upload dashboard for team members, streamlining documentation process.
Administrator
Howdens Joinery
Springfield, Essex
2017.03 - 2017.09
- Processed existing-customer sales and completed orders daily, ensuring customer satisfaction.
- Tracked orders through in-house order software to final status, enhancing order accuracy.
- Coordinated delivery schedules for timely arrival of orders, facilitating front-desk sales requests.
- Managed office supplies inventory, ensuring readiness for all projects at any given time.
Education
GCSEs - Math,English,Humanities,Science,Personal Business Studies,Physical Education and Spanish.
New Rickstones Academy
Witham, Essex 2005.09 - 2010.03
Skills
- Service delivery expertise
- Complaint resolution
- Customer relations management
- SLA management
- Vendor management
- Budget management
- IT infrastructure knowledge
- IT infrastructure awareness
- Data analysis proficiency
- Quality control
- Continuity planning
- Process Optimisation
- Teamwork
- Compliance awareness
Timeline
Service manager
RDC/Computacenter
2023.01 - 2025.12
Senior customer service representative
RDC/Computacenter
2021.10 - 2023.01
Customer experience advisor
RDC/Computacenter
2021.06 - 2021.10
Billing clerk
Dental Directory
2017.09 - 2020.11
Administrator
Howdens Joinery
2017.03 - 2017.09
GCSEs - Math,English,Humanities,Science,Personal Business Studies,Physical Education and Spanish.
New Rickstones Academy
2005.09 - 2010.03