Contact

Telephone: 07508008943 Email: nohholmez@gmail.comAddress: Flat 0/1, 19 Redshank Avenue, Renfrew, Renfrewshire, PA4 8SG LinkedIn: https://www.linkedin.com/in/rebeccaholmesglasgow

Skills

Microsoft Office - advanced Excel and Word, Adobe Photoshop/Illustrator, Hootsuite pro, HTML, analytics, IT support

Interests

Music and art, geocaching, photography and digital art, gaming, walking and hiking.

Who am I?

A versatile, hardworking and efficient analyst with a broad range of skills and experience, who always strives to achieve the best results. Excellent negotiation and problem solving skills, with the ability to swiftly identify root causes and develop effective solutions. Proven ability in high level customer service, as well as experience completing analysis based project work. Effectively able to manage, develop and complete projects to the highest standard in a pressured environment, with meticulous attention to detail and within agreed deadlines.

Employment

Customer Relations Advisor07/14 – Present Hutchison 3G, Glasgow

• Handling inbound escalations from 1st line Customer Services and direct calls from customers with existing complaints.• Second Line network, mobile broadband and handset specialist.• Team statistic and feedback champion, providing bespoke weekly focus areas based on survey report analysis and daily individual feedback. • Logging complaints cases/tickets accurately and efficiently for every call taken.

Chief Executive Office High Level Complaints Advisor06/07 –06/14 Carphone Warehouse, Preston, Lancashire

• Resolving high level complaints directly routed from the senior leadership team.• Providing complaint summaries and feedback to the senior leadership team.• Managing cases from a varied workflow including – Direct network contact, Retail and Insurance complaints, Ombudsman Services, Trading Standards, Ofcom, County Court Claims, Subject Access Requests, Exceptional circumstance complaints (including personal injury and property damage) and Press Office complaints.• Managing the Carphone Warehouse customer service Twitter account @cpwcares and workflow from theCarphone Warehouse Facebook and PR accounts.• Providing analytics and reporting based on complaint volume and root cause.• Process mapping and amendments to current Carphone Warehouse internal systems and processes.• Policy and process stream-lining and improvement.

Tier 1 Technical Support Analyst09/06 – 12/06 Teleresources CSC (BAE) Preston, Lancashire

• Providing voice and remote technical support for BAE.• Providing support for Windows 2003/2008 Server(inc. SBS), Exchange 2007/2010, Windows Active Directory, Windows file/exchange servers, DNS, DHCP, TCP/IP & VPN, File & Exchange Servers, Blackberry troubleshooting, Citrix telephony and desktops.• Working within ITIL standards.

Education

University Of Central Lancashire Preston, Lancashire 2003 – 2006

• BA (Hons) Photography

Trinity School Newbury, Berkshire 1995 – 2002

• A levels in Media Studies and Sociology and AS Levels in English Literature and English Language.

• 10 GCSE’s including Math’s, English and Science achieved grade C and above.

References – Available on request