Leah Ditchfield

• Managed contracts independently, ensuring timely dispatch of reports and figures to support operational needs.
• Managed engineers' schedules, making sure engineers had work for the following day.
• Logged and completed reports to submit technical details to management.
• Responded to customer emails, calls and live chat regarding technical malfunctions, resolving issues efficiently to enhance customer experience.
• Addressed and resolved SLA issues promptly using an OTRS system.
• Coordinated with external support services to resolve complex technical problems, leveraging specialised expertise for effective solutions.
• Helped customers set up new systems, applications and software.
• Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
• Conducted tactical troubleshooting to identify faults.
• Utilised support ticket system to monitor and expedite incident resolution processes.
• Followed user guides and technical manuals to complete skilled repairs.

Working as a commissioning Enginner enabled me to:

• Communicated with clients to ensure timely project completion.
• Documented all commissioning activities, creating detailed reports for customers and colleagues.
• Tested equipment, machinery and instruments to assess proper functioning.
• Managed multiple projects simultaneously, prioritising and meeting deadlines.
• Coordinated with project managers and engineers to streamline commissioning processes, enhancing overall project efficiency.
• Troubleshot and resolved issues with peripheral devices such as printers, TC52s, Tills, switches and access points.
• Collaborated with engineers and other professionals on technical tasks and complex repairs.
• Upgraded network, operating system and application software.
• Collaborated with team members to achieve target results.
• Took proactive measures to manage tasks without supervision, contributing to team goals.
• Provided technical support to troubleshoot, repair and maintain devices or systems.

Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.

• Provided positive customer experiences and enhanced brand reputation through attentive, helpful service.
• Handled customer complaints with empathy and patience, offering practical solutions to retain goodwill and foster positive relationships.
• Trained new staff on customer service protocols and company systems, improving team efficiency and consistency in service delivery.
• Utilised knowledge of products and services to inform customers about features and benefits, aiding in informed purchasing decisions.
• Outlined key responsibilities as customer service assistant to enhance service delivery.
• Stocked and rotated inventory to maintain product availability and meet customer demand.
• Monitored inventory levels and provided feedback to management on product availability, ensuring stock optimisation.
• Collaborated with management to assess and introduce updated policies and procedures for enhanced operational efficiency.
• Ensured compliance with health and safety regulations, protecting customers and staff from potential hazards.
• Compiled reports on customer account activity and sales data to inform management decisions.