SCOTT WILDE
Alness,Ross-Shire
Summary
I am an ambitious and motivated individual who has a proven track record in my ability to communicate with people from all walks of life. Along with being trustworthy and reliable I am a hard worker, and I can bring genuine inspiration and leadership ability to the table. I am committed to delivering excellent customer service to the business. I am currently a Complaints manager within BT Business, and my current role involves dealing with complaints for our business customers . Experienced Customer service manager with over 10 years in customer service industry. Excellent reputation for resolving problems and improving customer satisfaction. Offers flexible schedule to deliver on team goals. Committed manager with exceptional leadership, organisational skills and communication abilities leads high-performing cross-functional teams. Leads projects, company operations and business growth.
Overview
22
22
years of professional experience
5
5
years of post-secondary education
Work history
Resolution Manager
BT
2014.10 - 2024.02
- Compliance lead for site to ensure we are meeting the Ofcom standards for dealing with complaints
- Pioneered the BT Business complaints process which I created and trialled on site before rolling this out the business to ensure we were following the same processes across the business
- Managing a team of 12 highly experienced people who deal with & own business customers complaints until resolution
- Weekly coaching sessions with team to help support them with their work and help them develop their knowledge through training/CBTs and business briefings
- Care rep for the site which involves raising concerns to management on behalf of the site and arranging team volunteering events as well as the Christmas party
- Data compliance - dealing with my team's systems access to adhere to BT security policy
- Cover Call Centre Member - When my boss was on leave, I would often cover her role
- This included reporting to senior stake holders within the business, daily manager meetings to ensure we are meeting our call demands
- Real Time manager - I am responsible for Real Time agent who oversees all people's schedules and ensuring people are adhering to this
- Continuous Improvement specialist - raising issues with current processes and working with leads across the business to help improve processes what were raised as a concern.
Design/Delivery Specialist
BT
2012.03 - 2014.10
- Delivering upskill and new entrant training within BT business repair, business mobile, BT sport and It's your call (call handling)
- This involved travelling all over the UK to deliver the training
- Designing training material including the complete BT business mobile training pack
- Working with BT Business operations in designing and delivering excellent training to delegates
- Covering manager which includes dealing with scheduling requests and updates together with managing the team and completing training observations
- TIS (Training Investment Survey) score is 9.91 out of 10
Manager
BT
2010.11 - 2012.03
- Enterprise |BT Business), Responsible for the day-to-day management 15 advisors receiving calls from BT Business Broadband customers
- Delivering performance reviews, team meeting/huddles & coaching sessions
- Dealing with escalations & distressed customers
- Coaching advisors on skills which will enable them to deliver excellent customer service
- Working with other managers/departments to ensure the delivery of a consistently high level of service across the business
- Monitoring call quality standards & putting together coaching plans to improve the effectiveness of agents' performance
Customer Support Advisor
BT
2002.06 - 2010.11
- Responsible for dealing with Business Fibre Orders
- Coordinating with BT Wholesale to arrange appointments for installation of Fibre broadband
- Reporting to Manager/Product line with statistics of the performance of the desk
- Working with product line to create procedures for training purposes
- I was the lead agent on the desk and during this period I provided cover for my manager and dealt with escalations and complex Fibre orders
- Arranging engineering appointments for installation of Broadband for BT Business customers
- Co-ordinating with engineer departments within BT & third-party suppliers
- Corresponding with customers to arrange appointments and confirm delivery of BT Broadband equipment
- Reporting back to Management with statistics of the desk's performance and improvements
- Dealing with customers escalations and complex installations
- Taking calls from BT Business customers with IT issues
- Configuring customers networks and Broadband connections
- CAREER RECOGNITION
- Received several of the Manager of the Month awards
- Customer service reward
- Proven track record with quarterly and annual reviews
- Continuous Improvement service award
Education
GCSEs -
Invergordon Academy
Invergordon, Highland 1996.08 - 2001.06
NVQ Level 2 - Sports Coahing
Inverness College
Inverness, Highland 2001.09 - 2002.05
Skills
- Call centre operations
- Quality Assurance and Control
- Excel proficiency
- Customer service
- Excellent time management skills
- Microsoft Outlook, Word and Excel
- Adherence to high customer service standards
- Employee management
Interests
OTHER INFORMATION
, Outside of work I have a keen interest in all sports and play Golf and football. I enjoy spending time with my family as well as socialising with friends.
Timeline
Resolution Manager
BT
2014.10 - 2024.02
Design/Delivery Specialist
BT
2012.03 - 2014.10
Manager
BT
2010.11 - 2012.03
Customer Support Advisor
BT
2002.06 - 2010.11
NVQ Level 2 - Sports Coahing
Inverness College
2001.09 - 2002.05
GCSEs -
Invergordon Academy
1996.08 - 2001.06