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Robert F
@robfuller78
Customer Service Representative
Botswana
English
About me
I am a results-driven Transition Support Service Desk Specialist and Junior Project Manager with over 15 years of experience in customer support and project coordination. I am adept at troubleshooting, stakeholder communication, and streamlining operational efficiencies to enhance service delivery. I have a proven ability to lead infrastructure projects and drive measurable business impact.
Skills
Robert F
Offline •
See my services
Writing & Translation
I will pdf, word, and image conversions
Copy Paste
I will be your virtual assistant for data entry
Portfolio
Work experience
Customer Service Representative / Transition Support Service Desk Specialist
SCC • Full-time
Nov 2017 - Present • 8 yrs 11 mos
Delivered first-line technical support and served as a Transition Support Service Desk Specialist. Led a team initiative as DBD Lead to improve first-time fix rates by 30%. Developed knowledge base articles, conducted training for new analysts, and automated processes to streamline efficiencies. Acted as a primary escalation point for complex technical issues and monitored incident queues to ensure SLA compliance. Recognized as Employee of the Quarter twice for outstanding service.
Service Desk Analyst to Junior Project Manager
Capgemini • Full-time
Sep 2009 - Feb 2015 • 5 yrs 5 mos
Managed user lifecycle processes using Active Directory for the Environment Agency. Progressed to Junior Project Manager for Heathrow Airlines, coordinating infrastructure projects valued up to £500K. Managed project documentation, risk logs, and financial controls. Supported senior PMs in delivering critical airport IT upgrades, including network and server migrations, ensuring budget adherence and stakeholder alignment.
