1. Jonathan Kelly
62 Greenwood, Clayton Green, Preston, PR5 8JU
Mobile No. 07443892209 Telephone No. 01772930901 Desk No. 01925556191
LinkedIn https://www.linkedin.com/profile/public-profile-settings?trk=prof-edit-edit-
public_profile
jonkelly1983@hotmail.com
Profile
A Training Specialist with experience of design and delivery as well as coaching and team
management in a customer service environment who consistently demonstrates a positive,
enthusiastic and adaptable approach to work and combines strong communication skills with
a motivating style focusing on influencing and developing people to produce a high quality of
work.
Very experienced in use of Microsoft programs such as Excel, Power Point, Word and
Outlook.
Training design systems such as Captivate and Articulate used to support agents in various
sites across various skill sets.
Training delivery completed in sites across the UK as well as in off shore sites supporting
agents with English as a secondary language.
Wealth of coaching experience to ensure that agents are supported fully within their role.
Process and knowledge experience also with use of systems such as Visio to provide support
to all customers.
Assessment of design and delivery undertaken on all projects with excellent results.
Key Skills
Customer Service- Proven experience in supporting customers and stakeholders in various
departments covering all elements of customer service
Communication- Effective communicator both verbally and in writing to a large spectrum of
customers internally and externally
Training- A wealth of training experience within all aspects of training design, delivery and
planning
Stakeholder Management- Developed the capability to manage and prioritise theirs and
others’ workload to provide excellent customer service. Has always liaised with all areas of
the business to improve the experience offered to all customers internally or externally.
Technical Support- Supporting customers, stakeholders and agents within a Technical
Support environment in various ways whether it is as an Advisor, Team Manager, Trainer or
Knowledge Analyst
Professional Experience:
2012-2015: TalkTalk, Birchwood
Training Design, Delivery & Process
• 3 year’s experience of training various departments within TalkTalk to support customers
through various contact methods.
• Training Delivery undertaken in various sites in the UK and off shore. Training undertaken
in various countries to agents with English as a secondary language. Assessment of other
training teams and trainers to ensure they are as efficient and accurate as possible.
• Training Design on various projects completed whether it is through a classroom based
system such as Power Point or in an E-Learn capacity using systems such as Captivate
or Articulate.
• Training planning undertaken on all projects with excellent results.
• Training and process requirements outlined on all projects to influence business
approach
• Process and knowledge content written and defined within various skill sets.

2. • Stakeholder management undertaken throughout. Processes built with the use of
systems such as Visio.
• Defined the approach taken within Technical Support to support customers and agents.
• Training impact undertaken on all projects following training completion to ensure that all
project targets are addressed and met.
• Own workload managed and impacts presented back to key stakeholders on all projects
2006-2012: TalkTalk, Preston
Subject Matter Expert (SME)
• 3 years experience of coaching and training advisors on all aspects of Customer
Service/TV/Technical Support in 4 UK sites with excellent results
• Written and presented training material that is used throughout TalkTalk’s Technical
departments
• Headed a project which lead to repeat calls (churn) decreasing by 34% over a 4 month
period with TalkTalk’s Preston based Customer Loyalty team by implementing a new
transfer channel to their technical teams. This directly impacted around 150 advisors
TV Support Advisor
• Selected as member of first TalkTalk TV team. Assisted in writing and influencing
current processes working with key stakeholders throughout project resulting in
business implementation
• Account Management responsibility. Working with Senior Management customers
regarding provisioning, faults, billing, and process changes. This has involved contact
via phone, email and face to face
Team Manager (Secondment)
• Direct control of 15 advisors on a Technical Support team for 4 month secondment.
• Delivered 100% against KPI’s as a result of effectively managing performance and
delivered coaching/development to all team members to achieve these goals
• Ensured compliance with company and regulatory guidelines to deliver return to work,
action plan and disciplinary sessions
• Enabled Site Manager to monitor and measure team performance uplift in agent
satisfaction and first time fix rate as a result of producing statistical reports
Technical Support Advisor (2nd
Line)
• Selected to work on CEO department, managing high profile accounts that had been
passed to high level complaint team.
• Worked directly with Senior Directors on a Repeat Callers Report identifying reasons
for customer churn. Improvement implemented included building rapport with
customers and taking ownership of ongoing issues.
• Experienced technical knowledge in the following areas: Microsoft systems- Excel,
Power Point, Word, Exchange and Outlook. Networking (WIFI, and LAN) VOIP, ADSL,
WLR, LLU, Fibre, VPN, TCP/IP, routers, modems, Apple Operating Systems and
Windows Operating Systems
• Met 100% of KPI’s consistently for 3 years
Technical Support Advisor (1st
Line)
• Voice and Broadband customer support. This includes advising customers on inbound
and outbound calls related to fault resolution.
• Selected for a specialist team to support TalkTalk Business with faults and customers
service issues.
• Proficient in provisioning, and faults systems utilised throughout the
Telecommunications industry such as BT Wholesale, Tags on the Line and ECO
Repair. Knowledge utilised to up skill new advisors joining the business.
Qualifications
2011-Level 3 NVQ Team Manager
2010-Level 2 NVQ Team Leader
2001 – 2003: Higher National Diploma in Sports Studies
1999-2001: Advanced GNVQ in Leisure and Tourism-Distinction

3. 1999 – 9 GCSE's grade A-C including English and Maths