Kamila Lang
London
Summary
Experienced Front Line Support Manager with over five years of experience in Telecommunications. Excellent reputation and proven track record of successfully helping clients resolve their technical and billing queries, resolving problems and improving customer satisfaction.
Personally built, develop and trained a full team of ten Tier 1 and 2 support engineers, writing training documentation and process workflow flow charts. Enthusiastic and eager to contribute to team success through hard work, attention to detail, excellent organizational skills and working under pressure.
Adapting well to change and enjoying working as part of team, to help develop Fixed Wireless and Fibre Broadband upgrade projects, providing support across the Business to PMO, PMs, and Network Operations teams, driving success to meet the needs of clients and the business.
Overview
13
13
years of professional experience
Work History
Help Desk Manager
Voneus Limited
London
09.2019 - Current
- Lead customer support team, participate in recruitment efforts and train new staff members to ensure customers receive high-quality service to help build company's client base.
- Responsible for overseeing all daily activities of Tier 1 and Tier 2 Support Engineers within customer support department.
- Provide escalation point, liaising with people at all levels, providing quick and concise resolution of service matters.
- Providing regular communications to C-Suite and Senior Management regarding specific Customer issues and Business opportunities.
- Provide Project Support to PMO and Service Delivery Team across both Fixed Wireless and Fibre Broadband projects.
- Helped hire, build, train and develop 1st and 2nd Line customer support team at Voneus, which now serves over 10,000 customers within UK
- Employ team conflict resolution techniques to help develop cohesive team performance.
- Carryout skills GAP Analysis to Identify training and resources that are required to develop and implement performance improvement strategies.
- Chairing weekly escalation meetings, outlining issues from help desk's point of view and providing required customer data for projects.
- Maintaining effective communication and relationships with third party business partners
- Use critical thinking to break down problems, evaluate solutions and make decisions.
- Auditing and managing customer data via tools such as CRM and other customer support platforms.
- Documenting evolving company processes between individual tiers of support escalation.
- Assisting in redesigning and developing of ticketing platform.
- Worked with customers to understand needs and provide excellent service.
- Coordinating with other department managers
- Updating team and departments on any changes with procedures
- Analysing customer support data
- Maintaining detailed records of customer interactions
- Saved £5000 by implementing cost-saving initiatives that addressed long-standing problems.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Handled in excess of 200 calls per day, addressing customer inquiries and concerns.
Frontline Support Engineer
Voneus Limited
London
10.2018 - 09.2019
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Carried out day-to-day duties accurately and efficiently.
- Used Microsoft Word and other software tools to create documents and other communications.
- Responding and resolving Tier 1 and Tier 2 customer technical enquiries, via telephone and email.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Led projects and analysed data to identify opportunities for improvement.
- Diagnosed both hardware and network issues.
- Ensured logged tickets were dealt with effectively and were escalated to the Network team appropriately.
- Tracking of all incidents and escalation, where appropriate. Closure of incidents on confirmation from the customer of satisfactory resolution.
- Configuration of Fixed Wireless Broadband equipment both customer routers and infrastructure access radios.
- Setting up new staff laptops: MS Office, VPN, Domain, etc.
- Working knowledge of Active Directory services.
- Training and providing support to the 1st Line Service Desk Engineers.
- Updating existing knowledge base articles and creating training guides.
Customer Support
Voneus Limited
London
03.2018 - 09.2018
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Listened to customers' questions and concerns to provide answers or responses.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Acting as SPOC for customers, providing bespoke information to pass onto support team .
- Recording and maintaining customers' sensitive information.
- Diagnosing and resolving minor technical issues such as rebooting or changing customer premises equipment through to infrastructure radios.
- As Gigaclear ISP reseller, I was responsible for: placing orders, arranging surveys and installations with Field Engineers, troubleshooting and escalating technical issues to Network team, handling billing and wayleaves queries.
- Contacting customers and keeping them informed about any planned network upgrades or maintenances.
- Pre configure new routers and dispatch them to customers.
- General office responsibilities typically printing, posting arranging deliveries etc.
IT Security Trainee
Doris IT, The Co- Operative Bank,
Manchester
04.2016 - 01.2017
- Exceeded goals through effective task prioritization and great work ethic.
- Used Microsoft Word and other software tools to create documents and other communications.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Worked flexible hours across night, weekend and holiday shifts.
- Analysed highly critical applications for user access utilised by the bank as deemed by the Risk department.
- Visits to key stakeholders including Front office Treasury team based in London.
- Where appropriate, assisted in bringing applications to Logical access management team.
- Drafting Emergency Revocation documents, Provisioning Users Manuals , filling in Logical Access Security Standards and Exception documents, arranging generic accounts to be put into OPAM (Oracle Provisioning Access Management tool).
Store Assistant.
ALDI
11.2013 - 04.2016
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours across night, weekend and holiday shifts.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Carried out day-to-day duties accurately and efficiently.
- Collaborated with team members to achieve target results.
- Supervised and evaluated staff to help improve skills, achieve daily objectives and attain advancement
Co-worker
Clas Ohlson
Manchester
09.2013 - 11.2013
- Described products to customers and how best to care for merchandise
- Suggested best-fit offerings from available products and services to capitalize on upsell opportunities
- Refunded money and adjusted bills to resolve customer service or billing complaints
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions
- Refunded money and adjusted bills to resolve customer service or billing complaints
MBA Centre Assistant (Placement)
The University of Manchester
Manchester
09.2012 - 08.2013
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Handled 30 calls per day to address customer inquiries and concerns
- A contact point for MBA students, academic staff and other internal or external contacts.
- Supported office manager with proactive correspondence management, document coordination and customer relations.
- Scheduled conference rooms, prepared agendas and maintained calendars to prepare for meetings and events.
- Input financial data and produced reports using Oracle.
Sandwich Artist
Subway
Manchester
11.2010 - 06.2012
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Exceeded goals through effective task prioritization and great work ethic.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Reconciled receipt totals, cash and credit payments to address shortages.
- Filled out daily shift log to record amount of food prepared, used and leftover.
- Endorsed products by making recommendations and promoting specials, increasing daily sales by 50%.
- Met sales targets by encouraging customers to buy extra food items such as drinks, desserts and sides.
- Trained team members to prepare sandwiches and other items according to instructions.
Administrator (Work Experience)
The DNV: Service for Managing Risk
Manchester
01.2009 - 12.2009
- Aided colleagues, managers and customers through regular communication and assistance.
- Collected, validated and distributed information to employees.
- Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel.
- Maintained personnel records and updated internal databases to support document management.
Waitress
The Deli
Didsbury Village
02.2008 - 12.2009
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Inspected dishes and utensils for cleanliness.
- Stayed up-to-date on menu changes to help customers make food choices.
- Greeted new customers, discussed specials and took drink orders.
Administrator (Work Experience)
Co-op Bank,
Manchester
11.2005 - 12.2005
- Maintained personnel records and updated internal databases to support document management.
- Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel.
- Used coordination and planning skills to achieve results according to schedule
- Collaborated with team members to achieve target results
Education
Some College (No Degree) - AAT Level 1 & 2 in Accounting
Barnet And Southgate College
LondonBachelor of Science - BSc (Hons) Business Information Technology
Manchester Metropolitan University
Manchester05.2014
BTEC - BTEC National Diploma For IT Practitioner
Stockport College
Manchester06.2010
GCSE - GCSE: 8 GCSE (Grade A-C)
St Thomas Moore RC Maths & Computing College
Manchester06.2007
Skills
- Effective influencing and negotiation skills
- Staff Management
- Process design
- Works well under pressure
- Training and mentoring
- Decision-Making
- Multitasking Abilities
- Flexible and Adaptable
- End user support
- Support Documentation Composition
- Remote Support Management
- Operations support
Accomplishments
- Collaborated with PMO team of 6 the development of Hotspot Project.
- Used Microsoft Excel to develop Hotspot Project tracking spreadsheets.
- Created and Documented Frontline Support Processes
- Staffing - Worked directly with Human Resources to streamline hiring and onboarding process.
- Build & Leading Frontline Support Team of 8 staff members
- Promoted to Frontline Manager withing 1,5 years
- Completed Training: ECDL qualification in: Microsoft Word, Excel, PowerPoint and Access / 1 day courses at The University of Manchester: Giving Feedback Effectively, Project Management, Managing Small Projects and Secretaries Workshop / FutureLearn online course ‘Cyber Security'.
Software Proficiency
Blackboard, Campus Solution, Tracer, Zoho Desk, Zoho Subscriptions, Zoho Directory ,Zoho CRM ,Asana , UNMS , Splynx , The Dude – Mikrotik , Mosaic , RADIUSdesk , SolarWinds, Zabixx , Oracle, Gigaclear Portal , UKBNetworks portal.
Additional Information
I am a very active, outgoing and social person. I love to keep fit, often swimming and attending Pilates classes daily before work , as well as organising hiking adventures during weekends with my friends across the country, especially the coast line and Yorkshire Dales. I like to read novels on Kindle and i like to take snapshots of unique places and nature. I enjoy meeting new people, learning about their interests, culture and pastimes. I like to take part in Charitable fundraising events and to achieve the target that I set myself for the cause.
Timeline
Help Desk Manager
Voneus Limited
09.2019 - Current
Frontline Support Engineer
Voneus Limited
10.2018 - 09.2019
Customer Support
Voneus Limited
03.2018 - 09.2018
IT Security Trainee
Doris IT, The Co- Operative Bank,
04.2016 - 01.2017
Store Assistant.
ALDI
11.2013 - 04.2016
Co-worker
Clas Ohlson
09.2013 - 11.2013
MBA Centre Assistant (Placement)
The University of Manchester
09.2012 - 08.2013
Sandwich Artist
Subway
11.2010 - 06.2012
Administrator (Work Experience)
The DNV: Service for Managing Risk
01.2009 - 12.2009
Waitress
The Deli
02.2008 - 12.2009
Administrator (Work Experience)
Co-op Bank,
11.2005 - 12.2005
Some College (No Degree) - AAT Level 1 & 2 in Accounting
Barnet And Southgate College
Bachelor of Science - BSc (Hons) Business Information Technology
Manchester Metropolitan University
BTEC - BTEC National Diploma For IT Practitioner
Stockport College
GCSE - GCSE: 8 GCSE (Grade A-C)
St Thomas Moore RC Maths & Computing College
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