Couchio83

I have over 15 years' experience working within the telecommunications industry implementing both new and existing corporate customers for fixed landline and mobile services, over 10 years customer service experience and 6 years' service desk experience. I have successfully delivered and implemented a high number of small, medium and large business projects and high-profile complex projects for key enterprise customers, partners and third-party suppliers for both the private and public sector. I have an excellent work ethic, with strong customer relationship and time management skills, and consistently thrive in a dynamic and challenging environment.

SAAS Customer Support Specialist - BeatStars Music

(2025-05 - 2026-06)

• Servicing customer tickets via the Zendesk and Jira/Confluence ticket management platforms.
• Training the ADA AI tool in order to help streamline workflows by creating playbooks.
• Creating SOP and knowledge articles for colleagues and clients.
• Identifying trends and ticket drivers within our work queue and deploying measures to reduce them.
• Processing publishing applications and track licences agreements to enable musicians to claim publishing royalties.
• Working closely with the DEV team to identify areas of the platform that can be improved.
• Upskilling colleagues and delivering product training on new products and features.
• Processing copyright claims and removing infringing content from the platform.
• Creating automations and macros to help streamline ticket management.
• Maintaining a high average CSAT score (99.8%).

SAAS Lead Service Desk Analyst - Evaluagent

(2023-09 - 2025-05)

• Providing trouble shooting support to contact centres via Zendesk, Intercom and Jira tickets.
• Working alongside the service desk manager to build the service desk and define SLA's.
• Providing training documentation and customer facing help articles.
• Liaising with 3rd parties to ensure all tickets are resolved in a timely manner.
• Holding troubleshooting calls with clients via slack or teams.
• Identifying processes that would benefit from improvements and implementing them.
• Managing the service desk in my managers absence – (We are a two man service desk team).
• Running reports on high severity tickets to ensure we meet SLA's and prevent escalations.
• Working closely with sales, CSM's and AM's to ensure a high class customer experience.
• Creating macros and developing ChatGPT scripts to drive self service for the less complex requests.
• Maintaining our 96% or above monthly CSAT which we have achieved every month so far.

Lead Service Desk Engineer - Morelife

(2021-09 - 2023-05)

• Developing the MLP platform and uploading course content.
• Implementing an SLA system as when I joined the desk was newly formed and had no structure.
• Working closely with third party engineers to ensure work was completed within the SLA's.
• Supporting clients who are experiencing issues on the MLP platform.
• Creating new customer/staff accounts in the backend system.
• Creating training documentation and training the service desk admin assistants.
• Centralising files and documents and archiving historic information to comply with GDPR laws.
• Handling tickets across multiple platforms and queues for internal and external clients.
• Working closely with web developers to implement functions that I required into the program.
• Running reports from all 7 commissions and keeping senior management updated on progress.
• Holding team's meetings with each of the commission managers and discussing any escalations.
• Modernising our reporting functions and creating CSV reporting templates in JIRA.

Service Desk Analyst - Card factory

(2020-10 - 2021-09)

• Managing calls and emails from all Card factory and partner employees.
• Imaging and configuring user and store hardware (laptops, Phones, tablets and store PC's).
• Liaising with 3rd parties and suppliers and maintaining stock levels of equipment.
• Setting up new starter's profiles (AD, Email account creation and software installation and setup).
• Creating step by step guides as part of a continuous improvement process piece to support new starters.
• Updating customers and 3rd parties daily to set and manage expectations.
• Liaising with 3rd engineers to manage complex investigations and drive escalations.
• Live diagnosis on calls with stores and users and giving instructions for a 1st time fix.
• Setting up AD accounts and creating email addresses in office 365.

Service Desk Analyst - Vodafone

(2017-10 - 2020-10)

Business Implementation Specialist – Corporate implementation - Telefonica UK (O2)

(2012-05 - 2016-11)

Enterprise Customer Advisor – Enterprise customer service - Telefonica UK (O2)

(2007-11 - 2012-05)

GCSEs - Outwood Grange (1994-09 - 1999-07)

GNVQ - Art and Design - Outwood Grange (1999 - 2000)