Kyle Smith – Cisco Contact Centre Consultant

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Tell us a little more about yourself?

Born in Leeds, Yorkshire through and through! I’ve recently regained a love for fitness, achieving a massive 5+ stone weight-loss over the past few years. Listening to Music has definitely helped me achieve this. My biggest focus outside of work and my fitness is my family, I have a 3, nearly 4, year-old boy and a beautiful partner who I adore.
I agree with the well-used term; work hard, play hard. Life is for living after all!

How long have you worked at BrightCloud Group

1 Year 4 Months

Describe to us a typical day as a Contact Centre Consultant?

  • Manage and prioritise the support cases that are raised by our customers
  • Continuous stakeholder management, focusing on the customer’s experience
  • Manage contractors and delegate tasks to allow the support/project teams to work with fluidity
  • Assist the permanent Project Team in deployment tasks
  • Manage my own Statements of work (SoW) and smaller-scale projects, from conception through to delivery
  • Produce and/or contribute to complex technical documentation

What were you doing before working at BrightCloud Group?

I worked for BT for the previous 7 years. My most recent role there was working as a Designer in the Contact Centre arena (focused on Cisco UCCE). My roles and responsibilities lay completely at the application layer, managing SoW’s and junior designers/engineers. Working in the UCCE space I worked on both large and small scale CC deployments.

What would you say is the most rewarding aspect of your role?

The most rewarding part of my role is the feedback I receive from satisfied customer. It reassures me that we, as a company, are delivering to and above their expectations. It makes the hard work worth-while!

What is your biggest achievement since working at BrightCloud Group?

I have very recently been awarded the ‘Raving Fan Award’, as voted for by my colleagues. It’s by-far my biggest achievement in my current role. Being recognised by customers and colleagues alike is something I could only dream of, a piece of recognition I will never forget!

What three words would your colleagues use to describe you?

Actual quotes below, take your pick!:

  • “a real team player”
  • “a well-rounded character”
  • “very hardworking”
  • “knowledgeable”
  • “inspiring”
  • “creates a sense of belonging”

Tell us one funny thing that has happened at BrightCloud Group whilst you’ve been working there?

The work situation that makes me laugh actually happened before I started at BrightCloud Group. Whenever there’s any mention of a certain mishap Alex had, it always brings laughter to the room – especially because Ray captured the moment on screen!

Alex takes it on the chin, but it also highlights the fact that we all make mistakes and it’s how we handle the situation afterwards that matters – silver lining and all that!

What’s the most recent piece of tech that you’ve bought and why?

Huawei Smart watch – I love tech, tech is life. My life now involves fitness, why not combine the 2?

What item could you not live without?

Google Home – because of my love for music

What’s the most significant change you’ve witnessed in the industry since you started working in it?

Cloud technology and it’s ever-dominating presence.

Who or what has most influenced your career and why?

Alex – he dreamed big, challenged himself, got hit by some real business-killing curve balls and survived. He now has a thriving business that I love being a part of.