1. Paul Hodges
47 Keats Way, Rushden, Northants, NN10 6EE
E: camouflage@ntlworld.com
M: 07968 954642
National Insurance: JB 36 82 52 A
A skilled customer services professional, with over 20 years of providing excellent customer experience. After 15
years in the Finance Management Software sector, working for what has grown to become Advanced - the 3rd
largest software company in the UK, I’m seeking a fresh challenge within a new, dynamic environment.
Key Skills & Capabilities:
Communicating with customers in a calm, courteous, professional manner. Striving to always give the high level of
customer experience that I would wish to receive myself.
Software Packages used: Salesforce, CustomerFirst, Hornbill, Dr Solomons and Sage case management software,
OpenAccounts and eBIS Financial Management packages, WebEx, ScreenConnect and GoToAssist dial-in solutions
– plus the usual programs from the Microsoft Office suite.
Employment:
March 2001 – Present
Advanced - www.oneadvanced.com
(Previously known as Advanced Computer Software, COA Solutions and OpenAccounts)
One of the fastest growing technology companies in the UK – and currently the UK’s 3rd largest software house.
Advanced creates a variety of Financial Management, Healthcare, Payroll, Legal and online ticketing software,
among others.
My roles within Advanced revolve around Customer Services for our OpenAccounts financial management software,
plus eBIS, an online form solution which is generally used for approving invoices and purchase orders to feed into
OpenAccounts, but can also be used for HR related forms such as holiday requests and expenses.
Roles:
February 2016 – Present: Interim Team Leader - OpenAccounts Customer Services
In addition to my existing Support Consultant role (see below), the Team Lead duties include attending a ‘Heal
Desk’ meeting for prioritising issues from sensitive customers, dealing with escalated calls, plus one-to-one
meetings with fellow consultants, approving holiday requests, liaising with senior management and keeping the
team aware of any updates.
2010-2016: (Senior) Support Consultant – OpenAccounts
Duties: Building on my existing Support role, by advising junior members of the Support team on how to
investigate issues and resolve them where possible. Where immediate resolution was not possible, advising them
on how to obtain the relevant details for our developers to write corrected programs.
Writing troubleshooting guides and knowledgebase articles to assist customers to help themselves.
2008-2010: Support Services Consultant – eBIS
Duties: Similar to my OpenAccounts Support role – but also very different. eBIS forms are very user-definable,
so my role included advising on how to customise forms and approval routings, so that the right form finds its way
to the appropriate people for approval.
2003–2008: Support Services Consultant – OpenAccounts
Duties: Taking customer calls/e-mails and advising customers on accounting processes, often dialling into the
user’s machine to view their issues and taking over their machines to resolve them.
Using ‘toolkit’ programs to correct data issues where necessary.
Replicating bugs and passing detailed documentation to developers, in order for them to spec and develop fixes.
Compiling and administering ‘emergency fixes’ to customers when waiting for the next software patch is not
appropriate.

2. Mar 2001 – Sept 2003: Quality Assurance Tester – OpenAccounts
Duties: Re-creating issues reported by customers, then testing fixes to ensure they resolved the issue – and did
not cause any additional problems.
Pre-delivery inspection of patches and new development.
Previous Employment:
Sept 2000 - Feb 2001: Customer Service Advisor - Winson Model Technology – Daventry
Winson Models manufactured very large working replicas of vintage steam locomotives, as well as the
Tiger 1 tank from World War 2.
Duties: Taking sales orders, meeting customers and providing guided site visits, logging customer calls and
maintaining a database of outstanding queries, then liaising with Stores and Production teams to manufacture and
distribute goods in a timely resolution.
1993 – Sept 2000: Accounts Clerk / Office Administrator - A&M Engineering – Rugby
Now Marshall Farm Machinery, A&M dealt in the sale and servicing of tractors and farm machinery.
Duties: Here I handled various aspects of office administration, including Purchase and Sales Ledger Accounts,
paying suppliers, credit control, banking and bank reconciliation.
I was also involved in providing quotations to customers and using a basic desktop publishing suite to produce a
monthly promotional newsletter.
Education:
William Parker School, Daventry 1986-1991
English Language – GCSE B with Grade 2 in oral communication
English Literature – GCSE C
Mathematics – GCSE C
French – GCSE B
History – GCSE C
Sciences – GCSE D (x2 – Double award)
East Warwickshire College, Rugby
1993 – City & Guilds Information Technology Level I
1995 – City & Guilds Information Technology Level II
Other:
Various ‘Advanced University’ courses, including:
- Customer Communications
- Building Customer Relationships
- Challenging Customers
- Email Communications
I have also held several St John Ambulance First Aid at Work certificates, currently expired but would happily do
this again.
PADI Rescue Diver, including Enriched Air Nitrox
Full driver’s license (clean) including motorcycles
Pastimes and Interests:
At present, mainly motorcycling and DIY as we have recently moved house. In the past, scuba diving to PADI
Rescue Diver level, Target Archery to National Championships level – and for over 20 years, performing live
music.