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Curriculum
Vitae
Haydn
Andrew Jones
SUMMARY:
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Customer-oriented
Customer Care Manager with six years’ experience in the Long Distance Carrier
Industry and 1 years experience in the Plastics Industry. Resident in
Switzerland since July 1995 with fluency in written and spoken English, German
and Swiss German. Holder of a valid
Swiss C Permit
PROFESSIONAL
EXPERIENCE:
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Customer Service Representitive (2002
- present).
Omnexus AG, Wädenswil,
Switzerland.
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Founded in 2000 by BASF, Bayer, Dow, DuPont and
Ticona, the Omnexus eMarketplace currently offers plastics materials and related
services from more than 20 global suppliers, and has grown its member base to
more than 22,000 plastics professionals worldwide.
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Accountabilities:
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Delivered world class Customer
Care Solutions for major plastic producers in the United Kingdom and continental
Europe.
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Maintained and managed
in-house solutions and updated documentation on new and existing processes.
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Improved on deliverables
quarter-on-quarter measured and determined by Key Performance Indicators.
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Developed and grew Customer
and Supplier relationships and maintained low Customer churn rate.
Ø
Helpdesk Advisor (1999-2000),
promoted to Supervisor: (2000-2002)
Energis Carrier Services AG, Zürich,
Switzerland.
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Energis Carrier Services (ECS) was a leading
European provider of Telecom Wholesale services. The product portfolio included
International Voice, IP Transit, Bandwidth, ATM and Mobile specific products
such as GRX and CUG solutions. Working across 15 countries, ECS had
approximately 10% of the addressable market with an annual turnover of
$170 Million
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Accountabilities:
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Recruited, managed, trained
and developed team of 12 and evaluated personal performance for bonus payments
and exit letters of reference.
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Implemented and managed
in-house solutions for Network Surveillance, Clarify Clear Support and Call
Centre.
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Nominated under my management
for “Best Customer Care” at the 2001 World Communications Awards: http://www.totaltele.com/wca2001/win2000.shtml
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Office Assistant (1997-1998),
Promoted to Office Manager: 1998-1999
Energis Carrier Services AG, Zürich,
Switzerland
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Accountabilities:
Managing entire facilities in Wallisellen office for ca. 150 employees, PABX,
and Internal Telecom Management (including Mobile Telephony, Voice Mail, etc.),
Call Centre ACD Management, Supplier Management, Budget Management, Internal and
External Post Management, Logistical and Project Management, Office Security
Management, IPMS Database Administration, Company Re-branding, Office Supply
Outsourcing.
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Other Positions:
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Musician:
(Drums) since age 13. Actively pursued a professional music career working in
house-bands in Auckland and Christchurch, New Zealand and Melbourne, Australia.
Until recently drumming for Zürich based Soul band Soul Jam: www.souljam.ch
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Have toured extensively with
various bands in New Zealand, Australia, Ireland, Fiji, Switzerland, Italy and
Germany. Subject (with band) of 3 TV appearances in New Zealand and Fiji
including “Ready to Roll” and “The Holmes Show” (New Zealand TV News
Magazine).
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Winner (with Swiss band Lizard
Kid) of Dynamo “Battle of the Bands” competition 1996. Have also worked as
Gardener, Bar-tender and Technician’s Assistant (at Telecom New Zealand).
KEY
TECHNOLOGIES:
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Clarify:
Key system for trouble ticketing, fault management and data retrieval.
Responsible for implementation across business units and NOC’s and system
improvements (with IT administrator). Given Clarify training to internal staff
and other business units.
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GeoProbe/Inet:
Key system for NW monitoring and quality reporting (through Business Objects).
Instrumental in insourcing NOC and network surveillance using GeoProbe and
writing process for use of the system according to our requirements.
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Lucent
Definity ACD: Negotiation with vendor, Implementation and
integration with PABX. Administration of Vectors, stations and programming.
Negotiated Service Contract.
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Other:
MRTG. Siemens Hicom: Siemens VMS IV
Voicemail System, Comtes Management Application for Siemens Hicom, TABS
Software. IPMS (Integrated Personnel Management System).
KEY
TRAININGS:
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Cisco ICND Interconnecting Cisco Devices, Lucent
Definity ProLogix and SI Administration (BTE221H2), INET Technologies GeoProbe
User, ViTAL Networks Introduction to APEX, Business Academy SS7-0 General
Overview, Oekos Schule für Deutsch “Deutsch für Fremdsprachige” 5 Month
Intensive Course.
ACADEMIC
HISTORY:
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Certificate of TEFL &
Certificate of TEYLT: London Teacher Training Centre -
2003
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University Education: BA, University of Auckland, New Zealand
1993-1995 (2 semesters)
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University Preparation:
New Start course for Adult Students 1992. Average grade: A-
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Secondary School: Leaving (5th Form) Certificate, Napier Boy’s High School,
1980-1984
INTERESTS:
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Family, Friends, Music, Drumming, Minis (the car),
Cooking, Squash, Badminton, Cricket, Rugby, Jogging, Record Collecting, DVD
& Video Collecting, Books & Reading.
REFERENCES:
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References are available upon
request
If you wish to contact Haydn , please e-mail LTTC
initially
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