Providing customer and technical support in a PCI environment for Desktop, Server and Cloud-based relational database solutions; Acting as a go-to person for technical and soft-skills advice; Liaising with client management for escalations; Evangelist of the product.

Volunteer at Children's Primary School

September 1, 2015 - August 31, 2016

Voluntary work at the children's primary school; designed and set up a recording studio for voice over and audio production work.

Technical Support / Voice User Interface Designer at Fluency / Envox / Syntellect / Enghouse Interactive

October 1, 2005 - August 1, 2015

Full cycle customer and technical support for CTI and Contact Centre systems; Pre-sales technical consultation; Voice User Interface design for speech-enabled applications and call flows; Audio prompt design, recording and production; Vocal talent coaching; Usability testing.

Application Developer at Claritus

March 1, 2003 - October 1, 2005

Design, development, testing and documentation of speech-enabled computer telephony solutions.

Voice Systems Administrator at Nuffield Hospitals

May 1, 2001 - January 1, 2003

Monitoring, administration and maintenance of in-house and 3rd party telephony systems (analogue and digital).

Voice Systems Support Engineer at Business Systems UK Ltd

November 1, 1999 - March 1, 2001

Full cycle customer and technical support for CTI and Contact Centre systems; Managing the communication between customer and 3rd party vendors; Voice User Interface design for speech-enabled applications and call flows; Audio prompt design, recording and production; Vocal talent coaching; Usability testing.

IVR Developer at The Decisions Group / SITEL UK

January 1, 1993 - January 1, 1999

Writing of functional specifications based on customer requirements; Voice user interface design; Application development, testing & documentation.

Call Centre Team Leader at The Decisions Group / SITEL UK

January 1, 1993 - January 1, 1999

Hands-on management of a team of inbound customer service consultants; Coaching and training; Close monitoring of KPIs and client-driven quality standards; Reporting.

Systems Administrator at Perfect Pizza - IBM

January 1, 1991 - January 1, 1993

Systems administration duties.

Senior Computer Operator at Cigna Services

January 1, 1989 - January 1, 1991

Monitoring and operation of computer systems.

Computer Operator at Bupa

January 1, 1986 - January 1, 1989

Computer operation duties.

Customer Support Advisor at Sitel (on behalf of Claris, Apple subsidiary)

September 1, 2016 - Present

Providing customer and technical support in a PCI environment for Desktop, Server and Cloud-based relational database solutions; acting as go-to person for technical and soft-skills advice; liaising with client management for escalations.

Volunteer at Primary School

September 1, 2015 - September 1, 2016

Voluntary work at children’s primary school; designed and set up recording studio for voice over and audio production.

IVR Developer / Call Centre Team Leader / Customer Support Consultant at The Decisions Group / SITEL UK

January 1, 1993 - January 1, 1999

Wrote functional specifications based on customer requirements; voice user interface design; application development, testing & tuning; hands-on team leadership; KPI monitoring and reporting; monitoring of ACD and telephony systems to maximise productivity.

IBM Systems Administrator at Perfect Pizza

January 1, 1991 - January 1, 1993

IBM Systems Administrator

Customer Support Advisor at Sitel (on behalf of Claris, a subsidiary of Apple)

September 1, 2016 - Present

Providing customer and technical support in a PCI environment for desktop, server and cloud-based relational database solutions; assisting customers via telephone, email and remote support; evangelist of the product; point of contact for technical and soft-skills escalations.

Volunteer at Self-employed / Children's Primary School

September 1, 2015 - September 1, 2016

Volunteer work at children’s primary school; designed and set up my recording studio for voice over and audio production work.

Customer Support Consultant at The Decisions Group / SITEL UK

January 1, 1993 - December 31, 1999

Providing professional telephone support to various inbound technical and customer service campaigns.