1. Julie Sharpe
15 Rowland Avenue, Polesworth, Tamworth, Staffs B78 1BX
Home: 01827 897768 Mobile: 07792 260661
julie.sharpe@tnt.com
Profile
I am a highly skilled, dedicated worker with a strong focus towards customer
service. I am ITIL V3 trained to Support Practitioner level. I have 26 years
experience within TNT, where I have worked in Customer Services, IT Support
and Incident Management. I am a well respected team player, who is able to
motivate and coach others, taking direction where required. I am adaptable and
I adopt an enthusiastic approach to all situations.
Skills and Experience
- ITIL V2 and V3 foundation passed
- ITIL V3 Operations Support Practitioner examinations passed.
- Strong technical background and extensive working knowledge of TNT systems
- Experience of major incident management, crisis management and post
incident investigations
- Full understanding of Change and Problem Management interactions required
to maintain service stability
- Ability to work with both technical and non technical teams to ensure a good
level of understanding has been achieved
- Management acknowledgments for involvement in incidents and service
restoration
Career
TNT
Express
Incident Manager May 2007 -
present
- Major and Crisis Incident Management within an ITIL framework for
multinational departments and customers
- Coaching and training of other staff members to ensure a high level of
service is provided.
- Involvement in communications and escalations process for senior
management.
- Close working relationship with Problem and Change Management, including
attendance of post incident reviews and change implementation meetings
- Experience in event and queue management for incident detection.
- Technical and business experience in Logistics
- Ensuring teams adhere to strict SLA guidelines
- Incident analysis and prioritisation through impact assessment
- Conference call management
2. TNT
Express
First Line Senior Agent August 2001
– May 2007
- Providing technical support to users in over 200 countries
- Training and coaching for new starters
- Responsible for support and first time fix attempts across approximately 500
services
- Strong focus on delivering excellent customer services
- Responsible for technical and functional escalations depending on
ascertained impact
- Ability to work quickly and efficiently, handling over 80 calls each shift.
- Following knowledge articles to provide service restoration
- Creating and distributing knowledge articles to the team for common
incidents
TNT
Express
Customer Services Agent August 1994
- August
2001
The role required calmness, concentration and accuracy whilst working within
the frenetic atmosphere of a busy call centre, primarily taking bookings and
responding to customer queries. All customer calls were external.
TNT
Express
Reception Supervisor February
1989 –
August 1994
High level of customer care skills required to deal with numerous VIP guests and senior
managers.
I am a keen walker. I love watching Rugby League, listening to music and
cooking. I have a wonderful family and love spending time with them.
Interests
Additional information
