Paul Furnell

As a Service Analyst for TDR (Trader Dress Rehearsal), which is part of (Customer Declaration Service) I have developed strong expertise in system support, stakeholder engagement, trouble shooting and service development. Initially focused on knowledge transfer from Accenture, I quickly built a deep understanding of the CDS/TDR environment, providing guidance to traders on successful declaration submissions and collaborating with third-party teams to resolve system issues. Having the drive to deliver fast and helpful advise to every query, as there can be very tight deadlines in which traders require support. I later progressed into taking on more responsibility for the service development, supporting TDR releases through scope analysis, feature analysis, stakeholder coordination and outage communications. This role has strengthened my skills in teamwork, troubleshooting and releases management while ensuring the environment remains efficient, reliable and aligned with business needs.

• Learning of Jira and Confluence
• Analysed service delivery processes to identify areas for improvement and optimisation.
• Collaborated with cross-functional teams to develop and implement service enhancements.
• Managed user queries and provided effective solutions to improve customer satisfaction.
• Documented procedures and guidelines to ensure consistent service delivery across teams.
• Helped with 3 major release and over 15 minor releases

• My role involves me taking emails, calls, and chats from users, listening to, and analysing issues that users experience, and progressing calls accordingly within service now. Ability to solve problems on the fly while still maintaining the best verbal and written communication. Have great communication with my team as i provide help on a daily basis to colleagues but i also have the ability to work alone and take ownership of work loads and prioritize my work load as needed. I have great problem solving skills as not every user is technical so i will have find the issue and resolve this from scratch all while keeping to tight KPI's. Being able to gain detailed information for every issue is key, this will allow me to spot any trends due to number of user affected, errors and when the issues started.
• Key Responsibilities/Achievements
• I have excellent computer literacy skills and an understanding of the fundamentals of IT infrastructure, I have great knowledge of the use of Windows 7, 8.1, 10, 11and Microsoft office products (Outlook, Excel, and Word)
• Ability to maintain the highest quality of work within a stressful environment
• I have strong customer service focus, as an agent I will speak to multiple people each day therefore being able to adapt to individuals' needs is a key skill
• Gained verbal and written communication skills
• I was part of the testing phase for Nexthink
• Consistently achieving key performance indicators on the recent quarter, I managed achieve exceeding bonus
• I support my team with knowledge finding
• I have experience within the ITIL environment
• I have gained experience working within a small team

• At the start apprenticeship of my I undertook my Customer Service training as part of my training, this involves meet and greet of customers upon arrival, it also involves answering phone calls and working with customers over the phone to provide the service they are looking for. Having to meet tight deadlines on a daily basis in a face paced and stressful work environment while having make sure all work is carried out to the highest standard. Keeping focus to ensure i can apply my knowledge and experience meet customer needs. Being able to adapt to each customers needs is imperative as every customer has different levels of knowledge. Gained great problem solving skills to enable me to determine the exact point of the issue. Having the Ability to adapt to change as every customer/work load is different. Being able to document all work carried out to highest of standards, this is vital in the day to day running
• Key Achievements
• Ability to deal with challenging customers, this has allowed me to develop my customer service skills so I can assist/help solve customer issues whilst keeping calm and delivering a successful service
• I have used my I.T knowledge to help resolve I.T issues we have encountered in the workplace such as setting up new devices and equipment, resolving connection issues between printers and PC and advising of software upgrades that would benefit the business
• Coaching, mentoring, and giving in centre training to junior members of the team
• Working independently using own initiative and directing others
• Passing all my training to a high level, allowing me to be complete my apprenticeship early
• Key Duties
• Regularly perform stock control, stock takes and audits
• Being able to use the KwikFit system is vital as it allows me to cross reference parts as well, check for specialist parts and to check the correct procedure to carry out a job
• Diagnosing faults using various advanced I.T and Automotive test equipment
• Understanding technical data when performing diagnostic tasks