Name: Gregory Murch
Email: Greg@gregmurch.co.uk Nationality: British
|Language||Visual Basic 6, HTML, CSS, WordPress PHP|
|Systems||MCSE in Windows 2000, MOUS in Office 95,|
Key Skills Include:
- An ability to learn and understand new systems quickly
- Good Organisational skills, able to prioritise work and meet deadlines
- Work well in a team and maintain high moral
- I am a level headed, smart and professional individual.
- Relating to customer needs and requirements in a professional and helpful manner
Starting in technical support at customer service level in a rapidly expanding GPS navigation company supporting Navman consumer personal satellite navigation devices. Quickly progressing to second line assistant supervisor within 15 months, and also supporting Mio satellite navigation devices and Magellan outdoor devices.
I actively manage the inbound customer calls making sure of language availability and taking technical escalations when the need arises. My team is also responsible for updating and maintaining our internal wiki built using Microsft Sharepoint and is edited using a built in wysiwyg editor or HTML.
I liaise with the R & D team in Taipei, the licence registration team based in New Zealand and the Web and marketing team split between the UK and Belguim. Fault logging in basecamp for promotion registration and web site errors, Jira for reporting software faults with the PND PC interface software and PND software on the GPS satellite navigation devices. We test new systems, patches and log faults and suggest improvements.
During secondment to the knowledge team I was responsible for FAQ authoring using HTML, maintaining Content Management systems, Gathering and collating information on new issues and common calls. I was also tasked to try to reduce the customer contacts by pulling the reports from the call centre call logging CRM software used by Mitac callcentres worldwide then writing new FAQ’s based on the issues customers are experiencing to reduce the number of customer contacts and cost reduction.
My team is responsible for training all the new call centre staff and 3rd party call centres using remote access when not in the office.
I am now heading the YouTube and Social media section for Technical support Organising Video production, recording voiceover , Writing the scripts and deciding on topics. Also investigating producing monthly Podcasts and audio manuals.
Essentially a telesales role responsible for 600 customers but due to my interest in IT I became the unofficial IT department resolving minor PC issues, helping during office moves. I helped in designing a new interface for our CRM system.
A Temporary Position helping pre-sort incoming computer and other office equipment for testing and tagging, to be stored in the warehouse
Operating food delivery service, selling hot and cold food at specified commercial premises. Ordering stock to keep the displays full. Handling money in payment for goods. Driving the vehicle. Cleaning the vehicle thoroughly each day.
Ink Fish Call centres February 2001- October 2001
Working in a call centre providing technical support for customers of tiny computers, running most software from Windows 95 to windows XP home. Diagnosing faults with either software of hardware and arranging replacements under warranty. Giving customers general advice when using the computers i.e. anti virus software, firewalls, internet connection speeds, some specific program options. Answering any questions that customers may have on any supplied hardware of software.
Direct Assist November 2000-February 2001
Data Entry/ Account Manager/ Technical Support
Starting off as data entry inputting new customer details into the warranty administration system, then moving on the running the Eastern Energy Boiler insurance and Dynorod drain insurance. I was responsible for direct debit being taken on time and all documentation being sent out to the customer. From here I then started sorting out the technical issues ion the office by trial and error and eager to learn more.
J.Sainsbury`s PLC May 1997 – November 2000
Advertising Clerk/Checkout assistant/Department Manager
Responsibilities include ensuring all price ticketing and display advertising is correct throughout the store, ordering and changing the display posters, and checking price co-ordination between computer systems and shop floor advertising. Assisting in the promotion of marketing campaigns, displaying banking & interest rates and checking those interest rates.
As checkout assistant I was responsible for dealing with customer queries, receiving different methods of payments from customers for store products. I understand the computer system quickly and was also required to work in the tobacco kiosk and beers wines and spirits departments. I also trained in stock control for some other departments.
|2011/2012||NVQ Level 3 Customer Service|
|2002||I have partially completed an MCSE in windows 2000|
|June 1999||GCE A Level Design Technology
GCE AS Level General Studies
|June 1997||GCSE Design Technology
Click on links for certificates.
Computing Experience Includes
HTML, Many Pc/NT applications, MS Office, Excel, Word, Power Point, Lotus SmartSuite including Ami pro, Lotus 123, Windows 98, ME Windows 2000 and Windows XP (home and Professional) and I am currently reading up on Flex and MCSE in Windows 2003
Computers, (I have built my own), I also enjoy travel, car maintenance, swimming and basketball, Reading and Self study.
the Google plus page for Me