Victoria Wilson
Channel Support Specialist @Vodafone
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WORK HISTORY
Channel Support Specialist @Vodafone
Stoke-On-Trent, GB
Support ASEL, Retail, Indirect, and Care Estate to deliver customer and commercial metrics- Managed local and remote incidents and escalations, ensuring fast resolution for frontline teams and customers- Analysed key trends and issues for continual service improvement across all channels- Monitored technology and campaigns, raising and managing incidents proactively- Maintained and updated operational data, driving continuous improvement in processes- Acted as an escalation point for frontline teams and senior stakeholders- Provide operational service through monitoring technology/campaigns and managing incidents- Subject matter expert on incident escalation, ensuring swift resolutions and continual service improvement- Lead incident management for Commercial Operations, ensuring efficient resolution and stakeholder communication- Manage service desk operations, supporting frontline teams through escalations, ensuring SLAs and quality metrics are met- Review and drive continuous improvement in operational processes.
EDUCATION
Bangor University
BA Marketing, Marketing with Chinese
Waterford Institute of Technology
BA (H) in Marketing and Digital Media, Marketing and Digital Media
SKILLS
ABOUT VICTORIA WILSON
As a proud graduate of Waterford Institute of Technology with a 2:1 degree in Marketing and Digital Media, I bring a dynamic and personable approach to my professional endeavors. With a natural positivity and confidence, I excel in a wide range of skills including risk assessment, root cause analysis, incident response, and dispute resolution. My expertise extends to project management, channel partner relations, incident reporting, and system monitoring. In IT operations, I thrive on major incident management, data analysis, and stakeholder management. My technical proficiency is matched by my adaptability and dedication, ensuring every task receives 100% effort. With strong customer service, time management, communication, critical thinking, and problem-solving abilities, I am empathetic, a good listener, and flexible. I\'m committed to leveraging my diverse skill set to drive success and foster positive outcomes.
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