This document contains a CV for Matthew Brown. It summarizes his work experience including roles as a Service Delivery Manager, Corporate Team Leader, Contracts Representative Advisor, and Assistant Manager. It also lists his education including a BA in History from the University of Central Lancashire and various other qualifications. References are available upon request.

1. Matthew Anthony Brown
01282698655
07880240729
Matthew.brownfno@gmail.com
6 Lupton Drive
Barrowford
Lancashire
BB9 6JT
I am a very hard working conscientious individual who always strives for the best at all times. I am extremely
presentable,polite and well mannered. I am punctualand have had an impeccable attendance record throughout
my employment and schooling history. Since leaving University I have worked within a management or
organizational role of some capacity and have gained valuable experience through it making myself more able
and skilled to progress and take my career further.
Experience
May 2013 to present
Daisy Communications
Service Delivery Manager
Key Roles
 Responsible for the end to end delivery of some of Daisy’s most prestigious corporate
customers, looking after circa 2 million pounds a year revenue into the business.
 Responsible for the delivery of a first class service wrap by going above and beyond.
Understanding the business drivers within each of my customers and tailoring each
experience for their needs accordingly.
 Pulling together meetings to resolve service outages or problems for my customers
and owning issues.
 Have a service review however frequent the customers’ needs are and present
performance reports on how Daisy have serviced the customer and look for ways to
improve from a Daisy perspective and also improvements that can be made on into
the customers’ business.
 I am also are tasked with being on call for a week every month and this would be to
manage Major Service Outages for all the listed corporate customers and be the
customer facing individual transmitting updates to our most prestigious enterprise
customers.

2. Key Achievements
 Secured the entire fixed line estate for one of my customer through implementing
service improvements and highlighting where we excel in service with monthly reports.
 Generated faith in Daisy through listening to my specific customer and shaping our
methods to suit their business thus increasing the customers faith in Daisy and myself
so they have moved there ADSL estate to ourselves.
 Planned the delivery of a system into a customer’s head office pulling together all
experts to create an action plan. This was delivered within the timescales and the
customer is now in the process of moving more offices to this systems thanks to how
I managed the project.
 All my customers have total trust in me to resolve issues and look after their interests,
this has been fed back to the business in verbal and written communication from my
customers.
June2011 to May 2013
Daisy Communications`
Corporate Team Leader
Key Roles
 My role entails managing the team in terms of giving the customers that are within my
remit an excellent customer experience.
 Develop product knowledge within the service desk.
 Create the ethos of team work.
 Drive SLAs while also concentrating on first time resolution
 Promote and develop potential within the team including a succession plan for the
future.
Key Achievements
 Managed to get 95% plus of calls answered with 12 seconds from what averaged at
30 plus seconds
 Built a team with new ideas and direction that were set up to look at corporate
customers
 Ran three teams in our head office and one in central London successfully
 Acted as Operations Manager, filling in exactly the duties they carry out while they
were out of the business.
 Attended customervisits to resolve issues personally and then work with staff internally
to improve the customers service
 Was handpicked to attend the Managers Academy Training by my Director

3. June2010 to June 2011
Daisy Communications
DBAM Indirect Channel
Key Roles
 My role entails speaking to Daisy Partners/ Agents on a day to day basis to discuss
current buisness and new/ potential buisness opportunities.
 I ensure and provide partners & agents with up-to-date promotional imformation.
 Manage Business Partner / Agents accounts and promote Daisy Products
 Recruit new Buisness Partners/ Agents
 Trouble Shoot general quieries/complaints/issues
 Liase and discuss buisness profile of Agents/Partners in meetings
Key Achievements
 Recommended to look after FSB by themselves (the customer) within the indirect
channel. FSB are the single biggest fixed line customer to Daisy.
 Developed my business partners in terms of product knowledge so they could sell all
products on offer.
 Put forward to work at a busy call Centre to look at improving service that they were
offering the customer by listening to calls and sitting with them coaching them.
 Spent one day a week at two call center’s selling Daisy products, developing how they
use our platforms and systems in an efficient way.
 Exceeded my target every single month by using a customer service approach and
helping the Business Partners with service rather than pure sales techniques.
September 2009 – June2010
Daisy Communications
Contracts Representative Advisor
Key roles
 My role included provisioning orders to all necessary carriers. This encompassed
WLR, CPS, orders, change of ownership cases, change of tariff cases.
 Managing orders from start to finish, ensuring that any issues are dealt with in an
effective manner.
 Constant communication from myself to the customer has to be kept when planning
installations and changes.
 Checking that the service bills correctly on the first bill run, then passing to customer
service.
Key Achievements
 In this role I have trained new starters successfully
 I was selected for an additional role within the Premier Team which was solely to
liaise with specific Business Partners such as ABSE and FSB.

4.  I was put forward by my manager to trial our new CRM platform and feedback to the
developers on findings and how improvements could be made.
June 2009-September 2009
White Rose ChemDry
Commercial Accounts Manager
Building up the commercial side of a major carpet and upholstery business. This involved
calling and arranging regular appointments with existing and new customers to keep a check
on their needs and try to increase business. Establishing a relationship with contacts and
keeping up to date customer records on a database are skills needed for this role
February 2007–May 2009
SAS Chem-Dry
Project Leader
Assessing the extent of water damage insurance claims and seeing the claim through from
start to finish. Tasks include appointing builders to complete preliminary strip out works to
aid the drying process and making recommendations to the insurance company in terms of
reinstatement works. Time management is essential as a diary is kept to manage my days.
Dealing with policy holders and their issues and often worries regarding their specific claim is
the main part of the role therefore excellent people skills are a must.
August 2005-February 2007
French Connection
Assistant Manager
Key Roles
 Responsible for the day to day running of the department are correct,
 Making sure staff are aware of their roles and their duties.
 Completing staffing rotas and making sure the merchandising of the department is up
to scratch.

5.  Developing staff with customer service and product training.
August 2004-August 2005
Boundary Mill Stores
Menswear Department Supervisor
Key Roles
 Making sure the whole department is in order and functions smoothly,
 Producing staffing rotas,
 Meeting area managers and reps to discuss business improving sales and
performance.
 Training staff and helping them merchandise.
 Allowing staff to gain product knowledge in their specific areas/products they are
selling.
Education and Qualifications
ITIL Qualified
September 2000-June 2004
The University of Central Lancashire Preston
BA Honour History
Math’s (Grade GCSE C Equivalent )
September 1995-June 1997
Nelson And Colne College
GNVQ Leisure and Tourism
First Aid at work Certificate
FA Teachers Certificate
August 1990-June 1995
Colne Primet High School Colne
8 GCSE’s including English, Science, History and PE

6. Training
I hold a full UK Driving License and have had training in Customer Services, Management
Skills and Marketing methods.
References
Available on request