Kurt Higham
Cheadle,Cheshire
Summary
Experienced professional with a strong background in customer service, diagnostics, and data networking. Proficient in troubleshooting techniques, network troubleshooting, circuit testing, and fault finding and diagnosis. Skilled in telecommunications infrastructure, email management, call centre operations, live chat support, and office administration. Excellent verbal and oral communication abilities. Committed to leveraging expertise to enhance operational efficiency and customer satisfaction.
Overview
18
18
years of professional experience
Work history
Broadband High Level Escalations
British Telecom
Manchester
08.2005 - 12.2023
- Troubleshot network issues efficiently, improving connection speeds.
- Delivered high-quality service by swiftly resolving technical complaints.
- Enhanced customer experience with prompt fault diagnosis.
- Improved network performance through regular system testing.
- Provided professional training to junior staff to ensure quality service delivery.
- Collaborated effectively with team members on large scale projects, ensuring smooth operations.
- Utilised advanced diagnostic tools to swiftly isolate faults, minimising client downtime.
- Updated knowledge consistently on emerging technology trends in broadband engineering which led to innovative problem-solving approaches.
- Performed diagnostic check-ups to detect and diagnose hardware and software issues.
- Improved customer satisfaction by providing prompt and efficient service.
- Delivered high-quality service with attention to detail and professionalism.
- Addressed customer queries, resulting in enhanced customer confidence.
- Met daily targets by efficiently managing workload within set timelines.
- Responded to customer queries and provided excellent customer service.
- Liaised between customers and internal departments to address and resolve customer service concerns.
- Resolved complaints with proactive problem-solving and analysis.
- Escalated complex issues quickly to supervisors to avoid lost revenue.
- Handled live chat queries within strict timeframe targets.
- Resolved complex customer complaints for improved client satisfaction.
- Handled escalated customer queries, enhancing brand reputation and trustworthiness.
Education
GNVQ - Information Technology
Ridge Danyers College
Cheadle, Stockport /1997 - /1999
Skills
- Customer Service
- Diagnostics
- Data networking
- Troubleshooting techniques
- Network troubleshooting
- Circuit testing
- Fault finding and diagnosis
- Line testing
- Telecommunications infrastructure
- Email management
- Call centre experience
- Live chat support
- Office admin
- Verbal and oral communication
Timeline
Broadband High Level Escalations
British Telecom
08.2005 - 12.2023
GNVQ - Information Technology
Ridge Danyers College
/1997 - /1999
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