Nicola Johnston has over 15 years of experience in administrative, sales, and customer service roles. She is currently a Service Delivery Manager at Level 3 Communications, where she manages customer accounts and ensures high levels of customer satisfaction. Previously, she held roles as a Customer Delivery Manager for a UK government customer of Level 3, and has experience in food service, pharmaceutical sales support, banking, and computer sales administration. She is proficient in Microsoft Office, communication, and has an A-level education along with an NVQ Level 2 qualification in heating and ventilation.

1. Nicola Johnston
DALAKE LIMITED
29 College Piece, Mortimer, Berkshire, RG7 3XF, UK
Nicolajohnston8@gmail.com
07481223338
What I have to offer
As an enthusiastic, proactive, reliable, bright, able communicator at all levels with an innovative approach to work. Adapt
quickly to new challenges and situations and able to deal with continuous change. Very comfortable working on own
initiative as well as being flexible. An intelligent professional with an out-going nature, self-motivated and a quick learner.
Able to plan, prioritise, manage time effectively and work under pressure with excellent written and creative skills. Broad
experience in administrative and sales support functions underscores development of many important skills to become
part of a leading organisation working in a team environment. Educated to A level standard and a qualification of NVQ
Level 2 in Heating and Ventilation.
Career History
Level 3
Level 3 Communications® is an international communications company and are one of only six Tier 1 Internet
providers in the world Summary
Service Delivery Manager
June 2014 – Date
Acts as a single point of contact for a group of assigned customer accounts which typically have a medium to large
revenue scope or have moderate to high complex product needs. Manages any interactions from the customer order
through billing to ensure highest levels of customer satisfaction. Proactively manages the customer’s service needs to
ensure the highest levels of customer satisfaction and that their expectations are met. Promotes revenue growth,
retention, and overall customer satisfaction. Serves as the conduit and escalation point for exception problem
management of customer troubles and issues in the areas of order entry, order validation, service activation, test and
turn-up, customer access group, technical customer account management, disconnects and billing activities.
Essential Duties
 Owns and manages all customer communications or escalations pertaining to new install orders. Manages all
aspects of the conversion of sales to revenue for the company. Actively manages all service activation elements
of customer orders from order entry through service “turn up.” Communicates order status in a timely manner to
customers via conference call, emails and phone calls. Has authority to deviate from defined processes to ensure
customer satisfaction and revenue recognition.
 Initiates and tracks the timely and accurate moves, adds, changes and disconnects to the customer’s services
based on their requests. Which include but is not limited to reason code collection, reporting and defining
approach for proactively working with the customer and sales on disconnect related retention efforts. May also be
provided with a level of authority to provide customer credits related to disconnect retention efforts to be used at
their discretion.
 Owns and creates service delivery and service management performance review presentations. Collects and
interprets service performance root cause analysis and corrective actions. Delivers project status and
presentations to the customers on a weekly or monthly basis depending upon customer requirements, which is
delivered via electronic presentations or in person meetings.
May collaborate with customer or portal support team with the on-boarding and re-boarding (as changes occur) of
customers within the company portal. Provides training to customers in order to drive consistent use of the
company portal. Accountable to ensure that all assigned customers are portal enabled, including owning and
directing the process for implementing updates of customer information hierarchies within the company portal.
 Manage the development of customer relationships with L3 Operations so that processes are understood
between the two companies
 Where applicable work on customer site to enhance customer relationship.
 Responsible for customer training on Ucommand and upkeep of customer accounts
 Responsible for effective and proactive pre-sales engagement which includes product compliance, ensuring
factory supportability and solutions definitions.
Travelling in India
December – May 2014
Level 3
Customer Delivery Manager (UK Government)
June 2011 – December 2013

2. Essential Duties:
 Technical, process and implementation support on large projects, where required
 Building, maintaining and managing a good customer relationship
 Schedule customer implementation dates
 Managing orders (both project and BAU) which are sent into the HMRC Servicedesk inbox to reflect billing and
closure, to be accurately entered and record complex date meeting all customer expectations
 Resolve any issues with current and past orders and helping to escalate to ensure full resolution
 Using available reports and spreadsheets, effectively manage in-progress orders and as accurately as possible
ensure they are correctly forecasted for completion to reflect the appropriate SLA
 As a customer facing desk, correct management of phone messaging service and out-of-office emails is required
 Maintaining a polite, professional manner as calls directly to the end user, a middle management company
(responsible for filtering and checking the orders that are sent to us), and engineers/maintainers are often in
occurrence
 Dealing with external engineers and being responsible for liaising with Level 3’s own internal engineers to book in
agreeable slots for required work
De - Vere Venues, Wokefield Park
Food & Beverages Waitress
October 2009 – June 2011
Boehringer Ingelheim
Business Assistant, Mirapexin, Prescription Medicine
January 2007 – October 2009
Essential Duties:
 Co-ordinating activities through effective diary management
 Handling & resolving internal & external queries. Handle expenses
 Provide administrative support to a department which includes initiating, composing, typing and editing
correspondence, memos, reports, taking and transcribing minutes, compiling presentations, producing reports etc.
PP/designs
 Manage information flow internal & external including gathering, processing and distributing data as necessary.
Identify own training/development needs within the team
 Plan & organize meetings internal & external. Co-orientating all necessary arrangements
 Maintain records for the team including sickness, holidays and training
 Recommend improvements to processes or procedures within the dept. and own role
 Contribute as a full team member, supporting others and sharing information and ideas
 Parts of conferences – travel arrangements
 Liaise with other teams or departments regarding the resolution of issues or problems
Dell Computers
Sales Support Administrator
December 2004 – December 2006
Essential Duties:
 Sales support, liaising with sales team and booking of orders for the Public Health sales team
 Use of internal ORL order processing system
 Daily use of Gedia quoting software and order booking system
 Daily use of a range of office applications. Some administrative duties for Regional Sales Manager as need in the
Regional Office
 Supporting the Area Sales Consultants and Field Managers allowing them to concentrate on delivering targets to
achieve Business Unit and District Plans
Commonwealth Bank, Sydney, Australia
Post - Credit Officer/Secretary
1990 – October 2004
 Undertaking a variety of roles relevant to common banking practice
Education/Qualifications
Excellent abilities in Microsoft Windows, Outlook Internet, PowerPoint, Microsoft Word, Excel, Lotus 123, Drawing Gallery,
Charting Gallery, AmiPro, Computerised Switchboard. Typing (65 – 70 wpm), Audio typing, Data Entry, Telephone Sales