Tell us a little more about yourself?
I am currently a Contact Centre Consultant, born in Sutton, Surrey to an odd couple from Kidbrooke and Yorkshire. I’ve lived in quite a few different places – Kent, Leeds, Spain and Newton Blossomville to name a few! I have 2 beautiful, very confident and mischievous boys, a 6-year-old and a 9-month-old, a wonderful partner and a goofy fox red Labrador. We love to travel and try new things as a family. Also, I (try very hard to) go to the gym on a regular basis.
How long have you worked at BrightCloud Group?
I have worked for BrightCloud since 7th May 2019 – part of the furniture now.
Describe to us a typical day as a Contact Centre Consultant?
I fulfil a multitude of roles within my position as a Contact Centre Consultant. I have experience in Pre-sales, Training – both internal and external, Continuous Improvement and documentation. As one of BrightCloud’s WxCC experts, I deploy and maintain cloud contact centres for a range of customers. In addition, I manage support cases that are raised into our Service Desk (24×7). My main focus is always the customer; providing them with timely responses and, most importantly, resolutions to their issues. I work amongst a vast spectrum of contact centre solutions every day; I could be making a scheduled change to a customer’s IVR, faulting issues with a customer’s CUCM solution, creating technical documentation or putting a Contact Centre into simplex out of hours – then back into duplex.
There seems to be an endless list of tasks that I could be doing but I love my job and I find it very interesting; I’m continuously growing, in knowledge and experience, due to the rapidly changing nature of my working day.
What were you doing before working at BrightCloud Group?
Before joining BrightCloud I was a Network Designer for BT where I gained the fundamental basis of my contact centre knowledge, I worked on Contact Centre Next Generation (an Enghouse product), UCCE – mainly ICM scripting, eGain and Finesse, reporting and OCC (Cisco Back Office). Prior to that I was a Network Customer and Line Apparatus-One Man Installation (CALOMI) Engineer for Openreach, maintaining their network from pole to UG and faulting, fixing and installing customer lines.
What would you say is the most rewarding aspect of your role?
The most rewarding part of being a Contact Centre Consultant is the sense of achievement I get when I figure something out and fix a fault for a customer which contributes to getting them back in service and enables them to deliver an exceptional service to their customers. Learning new things and applying them to my job is also rewarding and contributes towards making the customer happy.
What is your biggest achievement since working at BrightCloud Group?
My biggest achievement has been playing an instrumental role in getting tickets down from 70+ to 14 within my first 3 months of joining the company, this means that many faults/issues have been identified and rectified and we have lots of happy customers.
What three words would your colleagues use to describe you?
Impatient, Persistent and Blunt – Although if they are being kind, they might say – Keen, Productive and Confident.
Tell us one funny thing that has happened at BrightCloud Group whilst you’ve been working there?
A Karaoke night out with the team was quite amusing and I may or may not have ended up full on rapping an Eminem song to our CEO Alex.
What’s the most recent piece of tech that you’ve bought and why?
The most recent piece of tech I bought was my printer! Sad – I know, but those things come in so useful!
What item could you not live without?
I could not live without my hoover, I’m a clean freak and I hoover up at least twice a day. It’s a cordless Dyson and it’s amazing! I just wish it had a better battery life! Funny story – my partner gave me the option of a trip to Paris or a hoover for my last birthday, obviously I chose the latter.
What’s the most significant change you’ve witnessed in the industry since you started working in it?
The most significant change I’ve witnessed is the complexity of automation and how mundane and time-consuming daily tasks are being transformed into being completed with the click of a button thanks to ever advancing technology and the brilliant human minds that sit behind it.
If there’s one thing you could change about the industry, what would it be?
I would change the effects of the entire industry on climate change and the environment’s ever rapid decline, wouldn’t it be fabulous if we could get entire contact centres running off solar power? The same could be said for any industry really but it’s something I would really like to see happen in the future.
Who or what has most influenced your career and why?
This is going to sound quite cheesy, but I must commend my partner for his influence, encouragement and inspiration. I look up to him as an example of how I would like to conduct myself in the business and I admire his passion for BrightCloud and all things contact centre related. My interest in the contact centre arena comes from listening to him talking about his new role a few years ago and being intrigued to find out more. And here we both are today, enjoying the journey together.