Dr. Yvonne Gunn is a Director of Kingswell having joined from the AEA Harwell Laboratories, where she was responsible for technical support and marketing of software packages with an international user base with demanding clients like NASA. Previously for some 6 years she was Customer Services Manager at a major computing centre, responsible for technical support to a large user base, including world class commercial clients, using services across a wide range of platforms. The services included PC support, Help Desk management; in-depth code debugging; creation and provision of manuals, user guides and technical documentation; and marketing aspects for the service.

Yvonne is an accomplished trainer. Recently Yvonne has travelled extensively in mainland Europe, the Gulf States, South America and South Africa to fulfill her busy schedule working for training companies, large Public Utilities, Banks and service providers.

CUSTOMER CARE AND SERVICE MANAGEMENT

Yvonne specialises in the areas of customer care and Help Desk management. She provides consultancy and training in:

• Customer orientation programmes
• Service Management
• Customer Satisfaction Surveys
• Help Desk set-up and management
  
• Help Desk agent training

BUSINESS CONTINUITY PLANNING

Yvonne's statistical expertise and strong people skills enable her to provide support in:

• Risk assessment
  
• Plan audit
  
• Plan Testing

OTHER

Yvonne 's skills blend well with her colleagues to provide a seamless service offering.

With Andrew Hiles Yvonne is co-author of Creating a Customer Focused Help Desk (published by Rothstein & Associates Inc. (www.rothstein.com)