Rona Sannachan
Glasgow
Summary
I am an enthusiastic worker who has developed excellent case management and technical networking knowledge through my work at Gamma. I prioritize cases, and have been praised multiple times for my outstanding customer service skills. I have trained new starts in a classroom environment on Broadband, Ethernet and WLR cases. Within my role I have helped to foster a strong relationship with large enterprise customers such as NFUM, demonstrating my ability to exceed.
I have excellent customer relationship, project coordination, finance, sales, administration and time management experience.
My experience and education show I am ideally placed to work with you. I am very willing to learn every day and get the best outcome for the customer in every interaction.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Network Support Technician
Gamma Telecoms
Glasgow
09.2021 - 01.2025
- I have helped to foster a strong relationship with NFUM, one of the largest customer’s Gamma has in Europe
- I have received a letter of praise from a manager at NFUM, as they changed the way their IT department operate due to myself and a TSS member from NFUM
- NFUM’s IT’s SLAs were reduced dramatically after moving to using teams for comms, where I was praised from NFUM and credited for this
- I am currently completing my CCNA, I have completed the CCNA1 Open Uni module and am looking to sit the exam in the next few months
- This knowledge has been invaluable when working tickets on the desk and supporting others
- I have taught new starts in training in a classroom environment WLR, Broadband and Ethernet due to my confidence and high level of knowledge of Data products
- Strong knowledge of WLR, Broadband, Ethernet, 4G and SD-WAN enterprise solutions
- When completing University Clearing in 2023 for the University of Surrey for SIP, I provided the customer with ‘the best customer service he has ever had’
- I left such a good impression on him that in a meeting a year later with management, I was informed he continued to praise me in 2024
- In 2022 I was one of 10 people in the UK to receive the customer service week customer service award
- I won £100 and was invited out to the Hydro with the upper management due to this
- I have been asked to help train new people in processes and in call handling as I am highly skilled in communication, both within the team and with customers
- I stepped in to work the senior assist tickets in December 2024 as the seniors were absent
- I was in contact with TSC and enjoyed this thoroughly
- I did this while managing the highest caseload out of data and voice that day
- I love to help out my team when able, helping them by answering their questions in the 'grad bay' on teams, and in the office in person
- I receive regular praise from our customers, thanking me for my excellent customer service and technical knowledge
- I am extremely confident in my ability to handle escalations and manage customer expectations when required
- I am skilled at case management, dealing with suppliers and engineer appointments, booking these and managing customer expectations
- I have an understanding of prioritisation and what needs to be dealt with urgently and what can be completed later on, I have strong time management skills
- I create an enjoyable and positive work environment when I am in the office
- I put googly eyes on the plants which brought a lot of smiles to the office!
- I am a member of the Glasgow Gamma Social Forum, where we arrange nights out for the staff
- I also have been part of setting up Gamma Dungeons and Dragons, where a group of us from my department have been playing now for almost 2 years regularly
Inbound Sales Advisor
Utilita
Glasgow
01.2021 - 08.2021
- Providing quotations to customers for their gas and electricity in a compliant manner through sales platform to provide accurate information to tailor sale to customers circumstances
- Using questioning and active listening to find out why customers were looking to switch from their current supplier and tailoring my sales techniques after doing this to obtain the sale
- Providing extremely good customer service to customers by resolving any issues they may have such as a loss of power supply, problems with opening new accounts through change of tenancy issues, transferring customers to relevant departments when required
- Raising complaints at first point of contact and attempting to resolve on call
- If unable to do this escalating complaints through correct procedures
- Attaining high call quality results, 100% calls marked passed for July 2021
- In May 2021 I had 11 calls marked and received 100% pass mark which was highest in the department for the month
- Creating sales opportunities through questioning customers circumstances when on a customer service call and checking system to offer quote for gas if they only have electricity with the business
- Volunteered as Secretary on Princes Trust Million Makers Charity project where I created agendas, confirmed suitable meeting times with team of about 12 people and creating meetings on Microsoft Teams
- I also communicated and tracked all relevant documents to individuals involved including executives and Princes Trust contributors through Teams Group and Emails
- Using my previous financial services background to complete meter resets, remove and add debts to meters and refund monies owed to customer
- I also set up direct debits for customers when required
Customer Service Advisor
Arrow Global Group
Glasgow
01.2020 - 01.2021
- I have been upskilled within this role to deal with legal accounts where customers have had CCJs, which impacts on settlement offers and am able to discuss in detail how to satisfy a CCJ
- I deal with a variety of accounts including credit cards and loans, overdrafts, phone finance, provident accounts and car finance demonstrating my wide range of financial product knowledge
- I use latitude and the Arrow databases to locate accounts and confirm payments made, payment history, legal action and any change of addresses allowing me to communicate effectively with the customer
- I complete in-depth income and expenditure forms and assess the correct next steps for the customer, ensuring to signpost them if they are in financial difficulty
- I identify and complete TEXAS to ensure vulnerable customers receive the correct service and any additional support they may need
- I offer settlements and I am able to advise of full and partial flags and default dates to allow customers to decide the best option for themselves
- I can also identify when an account has been extinguished in Scotland or statute barred in England
- I have received positive feedback within this role from customer surveys due to my excellent customer service capabilities
Customer Service Agent
Wescot Credit Services
Glasgow
07.2018 - 01.2020
- I complete an income and expenditure form online with customers to assess their affordability before setting a sustainable arrangement for them to pay their arrears
- I deal with highly sensitive financial information in a polite and professional manner showing understanding to every customer individual need
- I use IT programs TS2, Touchpoint and Debt Manager 9 to effectively assess customers bank details, arrangement status and arrears balance, and change any details accurately
- I confidently and clearly speak with customers on the phone to answer queries and confirm their payment plan with a view to always be making the customer's experience an excellent one
Customer Project Coordinator
B&Q Homefit
Glasgow
11.2017 - 07.2018
- I received a letter of thanks from Inverness store when I efficiently contacted surveyors and customers to ensure a speedy return of surveys, through diligent use of my time and teamwork, which maximized store sales
- I manage installers calendars through Citrix for all installations for B&Q in Scotland, ensuring that delivery dates and installation dates do not clash
- Using my IT skills, I raise purchase orders using SAPCO Netweaver to ensure speedy payment to stores and installers
- I use the phone and email efficiently to communicate with customers, other teams within B&Q and management
Education
MSc - International Project Management
Glasgow Caledonian University
09.2015 - 11.2016
BA (Honours) Degree - Journalism and Philosophy
University of Stirling
09.2009 - 08.2013
Certificate of Higher Education - Cisco CCNA1 Module
The Open University
10.2023 - 06.2024
National Vocational Qualification - Financial Services
SQA
07.2017 - 07.2019
Skills
- Customer Service
- Teaching in Class
- Ability to Work in a Team
- Communication Skills
- Networking technologies
- Case Management
- Time efficiency
Certification
UK Drivers Licence
Affiliations
- Dungeons and Dragons
References
References available upon request.
Timeline
Certificate of Higher Education - Cisco CCNA1 Module
The Open University
10.2023 - 06.2024
Network Support Technician
Gamma Telecoms
09.2021 - 01.2025
Inbound Sales Advisor
Utilita
01.2021 - 08.2021
Customer Service Advisor
Arrow Global Group
01.2020 - 01.2021
Customer Service Agent
Wescot Credit Services
07.2018 - 01.2020
Customer Project Coordinator
B&Q Homefit
11.2017 - 07.2018
National Vocational Qualification - Financial Services
SQA
07.2017 - 07.2019
MSc - International Project Management
Glasgow Caledonian University
09.2015 - 11.2016
BA (Honours) Degree - Journalism and Philosophy
University of Stirling
09.2009 - 08.2013
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