Experience

Gecko

• United Kingdom
• Software Development
• 1 - 100 Employee

• Customer Success Exec

  • Feb 2021 - Oct 2022

  • Account management of multiple UK universities • Implementing & On-boarding new client • Providing day to day support of the product suite • Total ownership of the renewal process • Up-selling organically through excellent service • Providing training and demoing of the product suite as and when required • Account management of multiple UK universities • Implementing & On-boarding new client • Providing day to day support of the product suite • Total ownership of the renewal process • Up-selling organically through excellent service • Providing training and demoing of the product suite as and when required



Smart IT -UK's leading Odoo ERP Gold Partner

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Implementation Project Manager

  • Jun 2018 - Jan 2021

  Pre Sales • Serve as a subject matter expert for clients and prospects and conduct product demos. • Attend onsite meetings to identify client’s requirements and complete detailed gap analysis of clients’ process. Post Sales • Maintain project plans, project status reports and ensure these reports are communicated to team members as well as clients. • Ensure all Odoo projects have fully defined and documented business requirements, outcomes and success criteria. • Liaise… Show more Pre Sales • Serve as a subject matter expert for clients and prospects and conduct product demos. • Attend onsite meetings to identify client’s requirements and complete detailed gap analysis of clients’ process. Post Sales • Maintain project plans, project status reports and ensure these reports are communicated to team members as well as clients. • Ensure all Odoo projects have fully defined and documented business requirements, outcomes and success criteria. • Liaise with developers to ensure that software development requirements are fully understood and planned in required time-scales. • Ensure all Odoo software changes follow a robust design, build, test and deployment stages. • Ensure successful “Go Live” and feedback into post project review meetings • Ensure clients receive full training and on-going support as required. • Work with clients to define ongoing enhancements and adjustments to meet business needs. • Serve as point of contact between the client and internal teams for all escalations. • Any other projects as required by the company. Show less Pre Sales • Serve as a subject matter expert for clients and prospects and conduct product demos. • Attend onsite meetings to identify client’s requirements and complete detailed gap analysis of clients’ process. Post Sales • Maintain project plans, project status reports and ensure these reports are communicated to team members as well as clients. • Ensure all Odoo projects have fully defined and documented business requirements, outcomes and success criteria. • Liaise… Show more Pre Sales • Serve as a subject matter expert for clients and prospects and conduct product demos. • Attend onsite meetings to identify client’s requirements and complete detailed gap analysis of clients’ process. Post Sales • Maintain project plans, project status reports and ensure these reports are communicated to team members as well as clients. • Ensure all Odoo projects have fully defined and documented business requirements, outcomes and success criteria. • Liaise with developers to ensure that software development requirements are fully understood and planned in required time-scales. • Ensure all Odoo software changes follow a robust design, build, test and deployment stages. • Ensure successful “Go Live” and feedback into post project review meetings • Ensure clients receive full training and on-going support as required. • Work with clients to define ongoing enhancements and adjustments to meet business needs. • Serve as point of contact between the client and internal teams for all escalations. • Any other projects as required by the company. Show less



Ipsos Synthesio

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Client Success Manager

  • Oct 2016 - May 2018

  Pre-Sales Assistance • Developing content for sales presentations and product demos. • Serve as a subject matter expert for clients and prospects on how to maximize social media data to drive marketing, customer service, strategy and tactics. Client Delivery • Conduct discovery of client needs through pre-sales and post-sales discussions. • For each client engagement, train and assist customers on building their Synthesio dashboard. • Assisting customers in implementing… Show more Pre-Sales Assistance • Developing content for sales presentations and product demos. • Serve as a subject matter expert for clients and prospects on how to maximize social media data to drive marketing, customer service, strategy and tactics. Client Delivery • Conduct discovery of client needs through pre-sales and post-sales discussions. • For each client engagement, train and assist customers on building their Synthesio dashboard. • Assisting customers in implementing the technical solution, including analytics, search queries, and analytical reporting. • Providing first point of contact for issue identification, diagnosis and resolution. • Serve as point of contact between the client and internal teams for all escalations. Relationship Management • Assuring smooth account transition from pre-sales to post-sales phases, including: co-ordination of kick-off meetings and monthly debriefs with clients. • Assuring that clients are receiving maximum value from Synthesio’s products and services by acting in a consultative role for assigned clients on how to use Synthesio tools for Marketing and Communications strategies and tasks. • Ensuring that customers are properly trained on system operation. • Work with clients to define ongoing enhancements and adjustments to meet their business needs. • Any other projects as required by the company. Show less Pre-Sales Assistance • Developing content for sales presentations and product demos. • Serve as a subject matter expert for clients and prospects on how to maximize social media data to drive marketing, customer service, strategy and tactics. Client Delivery • Conduct discovery of client needs through pre-sales and post-sales discussions. • For each client engagement, train and assist customers on building their Synthesio dashboard. • Assisting customers in implementing… Show more Pre-Sales Assistance • Developing content for sales presentations and product demos. • Serve as a subject matter expert for clients and prospects on how to maximize social media data to drive marketing, customer service, strategy and tactics. Client Delivery • Conduct discovery of client needs through pre-sales and post-sales discussions. • For each client engagement, train and assist customers on building their Synthesio dashboard. • Assisting customers in implementing the technical solution, including analytics, search queries, and analytical reporting. • Providing first point of contact for issue identification, diagnosis and resolution. • Serve as point of contact between the client and internal teams for all escalations. Relationship Management • Assuring smooth account transition from pre-sales to post-sales phases, including: co-ordination of kick-off meetings and monthly debriefs with clients. • Assuring that clients are receiving maximum value from Synthesio’s products and services by acting in a consultative role for assigned clients on how to use Synthesio tools for Marketing and Communications strategies and tasks. • Ensuring that customers are properly trained on system operation. • Work with clients to define ongoing enhancements and adjustments to meet their business needs. • Any other projects as required by the company. Show less



Revolut

• United Kingdom
• Financial Services
• 700 & Above Employee

• Client Support Analyst

  • Feb 2016 - Aug 2016

  Client Support – Social Media • Owning customer support on the various social media channels, ensuring customer queries, complaints and feedback are all responded to in a timely manner and represent the brand in a positive way. Client Support Analyst • Responding to customer questions and solving their problems via telephone, email and in-app support. • Working with the rest of the team to ensure that customers' problems are solved for once and for all through… Show more Client Support – Social Media • Owning customer support on the various social media channels, ensuring customer queries, complaints and feedback are all responded to in a timely manner and represent the brand in a positive way. Client Support Analyst • Responding to customer questions and solving their problems via telephone, email and in-app support. • Working with the rest of the team to ensure that customers' problems are solved for once and for all through improvements in products and processes. Show less Client Support – Social Media • Owning customer support on the various social media channels, ensuring customer queries, complaints and feedback are all responded to in a timely manner and represent the brand in a positive way. Client Support Analyst • Responding to customer questions and solving their problems via telephone, email and in-app support. • Working with the rest of the team to ensure that customers' problems are solved for once and for all through… Show more Client Support – Social Media • Owning customer support on the various social media channels, ensuring customer queries, complaints and feedback are all responded to in a timely manner and represent the brand in a positive way. Client Support Analyst • Responding to customer questions and solving their problems via telephone, email and in-app support. • Working with the rest of the team to ensure that customers' problems are solved for once and for all through improvements in products and processes. Show less



Adwanted UK

• United Kingdom
• Software Development
• 1 - 100 Employee

• J-ET Client Service Executive

  • Oct 2014 - Jan 2016

  Client Service • Providing support and training for all J-ET subscribers which included both Sales Points and Agencies. • Ensuring that they understand how the system works and how they can best utilise it to buy and sell advertising spots on commercial radio. • Negotiating to help build, educate and up-sell to creative agencies on the new copy+ system. • Use of bespoke CRM system. • Liaising with 3rd party systems, often at a technical level. • Bespoke reporting and data… Show more Client Service • Providing support and training for all J-ET subscribers which included both Sales Points and Agencies. • Ensuring that they understand how the system works and how they can best utilise it to buy and sell advertising spots on commercial radio. • Negotiating to help build, educate and up-sell to creative agencies on the new copy+ system. • Use of bespoke CRM system. • Liaising with 3rd party systems, often at a technical level. • Bespoke reporting and data analysis. • Help to arrange team and company events. Product Development • Problem solving where clients have issues within the system and ensuring the smooth running of the entire process for the Sales Points and Agencies who both rely on the system for the booking of all of their radio advertising spots. • Involvement in full product life-cycle from inception to deployment • Requirements gathering • User Interface mock-ups using Balsamiq • User Interface testing • Beginners understanding of SQL Server Management and an ability to run stored procedures as well as create and run basic queries. Show less Client Service • Providing support and training for all J-ET subscribers which included both Sales Points and Agencies. • Ensuring that they understand how the system works and how they can best utilise it to buy and sell advertising spots on commercial radio. • Negotiating to help build, educate and up-sell to creative agencies on the new copy+ system. • Use of bespoke CRM system. • Liaising with 3rd party systems, often at a technical level. • Bespoke reporting and data… Show more Client Service • Providing support and training for all J-ET subscribers which included both Sales Points and Agencies. • Ensuring that they understand how the system works and how they can best utilise it to buy and sell advertising spots on commercial radio. • Negotiating to help build, educate and up-sell to creative agencies on the new copy+ system. • Use of bespoke CRM system. • Liaising with 3rd party systems, often at a technical level. • Bespoke reporting and data analysis. • Help to arrange team and company events. Product Development • Problem solving where clients have issues within the system and ensuring the smooth running of the entire process for the Sales Points and Agencies who both rely on the system for the booking of all of their radio advertising spots. • Involvement in full product life-cycle from inception to deployment • Requirements gathering • User Interface mock-ups using Balsamiq • User Interface testing • Beginners understanding of SQL Server Management and an ability to run stored procedures as well as create and run basic queries. Show less



Ebony Pink Ltd

• Wellness and Fitness Services

• Brand & Operations Manager

  • Sep 2014 - Dec 2015

  • Contacting potential brand for partnership opportunities. • Sourcing suitable events to showcase our brand. • Ensuring the brand standards is maintained at a high level by implementing processes. • Building and maintaining good relationships with suppliers and clients. • Being the go to person for queries within company. • Collating and balancing payments received via online and PDQ • Administration. • Contacting potential brand for partnership opportunities. • Sourcing suitable events to showcase our brand. • Ensuring the brand standards is maintained at a high level by implementing processes. • Building and maintaining good relationships with suppliers and clients. • Being the go to person for queries within company. • Collating and balancing payments received via online and PDQ • Administration.



Adazzle (Now Part of FreeWheel)

• United Kingdom
• Software Development
• 1 - 100 Employee

• Account Manager

  • Mar 2010 - Mar 2014

  • Contribute to the management of product rollouts, system documentation and training. • Building and maintaining client relationships and managing expectations from product deployment through to end users use of system. • Identify potential upselling leads for clients and contacting accordingly. • Handle client queries in a timely, highly professional manner by phone, email and in person. • To assist clients in their use of our software and identify ways they can use the system… Show more • Contribute to the management of product rollouts, system documentation and training. • Building and maintaining client relationships and managing expectations from product deployment through to end users use of system. • Identify potential upselling leads for clients and contacting accordingly. • Handle client queries in a timely, highly professional manner by phone, email and in person. • To assist clients in their use of our software and identify ways they can use the system more efficiently. • Able to deal with a range of queries from all levels of seniority and from different business areas. • Liaising to third party such as: AdServers (MediaMind & DoubleClick), MediaOcean and office contract suppliers. • Contribute to the design and refinement of new system features and enhancements. • Helping to implement new systems and processes within team and workplace. • Help identify recurring issues and helping to drive effective solutions to the end user. • Being proactive to identify when the system is struggling and escalate internally to minimise the impact on the end user. • Supervised a small team of customer service reps for 19months, • Project managed office move. Show less • Contribute to the management of product rollouts, system documentation and training. • Building and maintaining client relationships and managing expectations from product deployment through to end users use of system. • Identify potential upselling leads for clients and contacting accordingly. • Handle client queries in a timely, highly professional manner by phone, email and in person. • To assist clients in their use of our software and identify ways they can use the system… Show more • Contribute to the management of product rollouts, system documentation and training. • Building and maintaining client relationships and managing expectations from product deployment through to end users use of system. • Identify potential upselling leads for clients and contacting accordingly. • Handle client queries in a timely, highly professional manner by phone, email and in person. • To assist clients in their use of our software and identify ways they can use the system more efficiently. • Able to deal with a range of queries from all levels of seniority and from different business areas. • Liaising to third party such as: AdServers (MediaMind & DoubleClick), MediaOcean and office contract suppliers. • Contribute to the design and refinement of new system features and enhancements. • Helping to implement new systems and processes within team and workplace. • Help identify recurring issues and helping to drive effective solutions to the end user. • Being proactive to identify when the system is struggling and escalate internally to minimise the impact on the end user. • Supervised a small team of customer service reps for 19months, • Project managed office move. Show less



eOne Momentum

• United Kingdom
• Movies, Videos, and Sound
• 1 - 100 Employee

• Home Entertainment Coordinator

  • May 2009 - Feb 2010

  • Produced weekly reports for the Head of HE and the department e.g. OTC (Over The Counter) Sales. • Managed the Home Entertainment Schedule with all correct product information and circulate internally and externally (retailers, agencies etc.) as required. • Updated, monitored and presented at internal meetings the Competitor Release Schedule. • Liaised with licensors / Technical department to secure assets and masters for HE releases. • Managed and developed relationships with… Show more • Produced weekly reports for the Head of HE and the department e.g. OTC (Over The Counter) Sales. • Managed the Home Entertainment Schedule with all correct product information and circulate internally and externally (retailers, agencies etc.) as required. • Updated, monitored and presented at internal meetings the Competitor Release Schedule. • Liaised with licensors / Technical department to secure assets and masters for HE releases. • Managed and developed relationships with creative agencies. • Synopsis write ups and proofing, copy checking of all marketing materials when requested and Ad approvals for all co-op communications. • Coordinated the process of putting together the quarterly sales sheets and presentations for the sales team to present to customers. Collating all materials needed by liaising with technical and theatrical marketing. Show less • Produced weekly reports for the Head of HE and the department e.g. OTC (Over The Counter) Sales. • Managed the Home Entertainment Schedule with all correct product information and circulate internally and externally (retailers, agencies etc.) as required. • Updated, monitored and presented at internal meetings the Competitor Release Schedule. • Liaised with licensors / Technical department to secure assets and masters for HE releases. • Managed and developed relationships with… Show more • Produced weekly reports for the Head of HE and the department e.g. OTC (Over The Counter) Sales. • Managed the Home Entertainment Schedule with all correct product information and circulate internally and externally (retailers, agencies etc.) as required. • Updated, monitored and presented at internal meetings the Competitor Release Schedule. • Liaised with licensors / Technical department to secure assets and masters for HE releases. • Managed and developed relationships with creative agencies. • Synopsis write ups and proofing, copy checking of all marketing materials when requested and Ad approvals for all co-op communications. • Coordinated the process of putting together the quarterly sales sheets and presentations for the sales team to present to customers. Collating all materials needed by liaising with technical and theatrical marketing. Show less



London Business School

• United Kingdom
• Higher Education
• 700 & Above Employee

• Alumni Relations Coordinator

  • Jan 2009 - May 2009

  Temporary position • Review data reports and identify specific actions to update data accuracy – ranging from creative campaigns to reaching out to alumni to encourage updates, to systems development requirements, to recommendations on working practices for all staff with data-entry responsibility for student or alumni records in the School • Assisting with Alumni events, from database management to producing name badges and guest lists. Temporary position • Review data reports and identify specific actions to update data accuracy – ranging from creative campaigns to reaching out to alumni to encourage updates, to systems development requirements, to recommendations on working practices for all staff with data-entry responsibility for student or alumni records in the School • Assisting with Alumni events, from database management to producing name badges and guest lists.



Universal Pictures

• Entertainment Providers
• 700 & Above Employee

• Marketing Assistant

  • Oct 2008 - Jan 2009

  Contract role • Initial contact for trade, sales, press and customer product queries. Answered any product queries courteously and efficiently in the most appropriate manner • Updated the release schedule, ensuring all information is accurate and timely • Helped to design sleeves/slipcases/box sets via creative agencies. Ensuring packaging is enthusiastically supported by sales & marketing teams • Built strong relationships with the account managers in order to gain a good… Show more Contract role • Initial contact for trade, sales, press and customer product queries. Answered any product queries courteously and efficiently in the most appropriate manner • Updated the release schedule, ensuring all information is accurate and timely • Helped to design sleeves/slipcases/box sets via creative agencies. Ensuring packaging is enthusiastically supported by sales & marketing teams • Built strong relationships with the account managers in order to gain a good understanding of key customers. • Assisted the team in proof-reading, copy chasing and artwork sourcing • Produced sales reports on a daily and weekly basis • Audited online retailers to ensure all information on key products is correct Show less Contract role • Initial contact for trade, sales, press and customer product queries. Answered any product queries courteously and efficiently in the most appropriate manner • Updated the release schedule, ensuring all information is accurate and timely • Helped to design sleeves/slipcases/box sets via creative agencies. Ensuring packaging is enthusiastically supported by sales & marketing teams • Built strong relationships with the account managers in order to gain a good… Show more Contract role • Initial contact for trade, sales, press and customer product queries. Answered any product queries courteously and efficiently in the most appropriate manner • Updated the release schedule, ensuring all information is accurate and timely • Helped to design sleeves/slipcases/box sets via creative agencies. Ensuring packaging is enthusiastically supported by sales & marketing teams • Built strong relationships with the account managers in order to gain a good understanding of key customers. • Assisted the team in proof-reading, copy chasing and artwork sourcing • Produced sales reports on a daily and weekly basis • Audited online retailers to ensure all information on key products is correct Show less



Infinite Appletree

• Media Production
• 1 - 100 Employee

• Sales Administrator

  • Jul 2008 - Sep 2008

  • Updating various spread-sheets and checklists on a weekly basis to ensure no data was missing and email relevant contacts if there was any missing data. • Ordering DVD stock to maintain the new release store cupboard and any promo orders for clients • Updating various spread-sheets and checklists on a weekly basis to ensure no data was missing and email relevant contacts if there was any missing data. • Ordering DVD stock to maintain the new release store cupboard and any promo orders for clients



London Business School

• United Kingdom
• Higher Education
• 700 & Above Employee

• Enquiries Administrator

  • Apr 2007 - Jun 2008

  • Ran enquiry tray on daily basis, fulfilling all enquiries and ensuring all relevant information mailed in the specified 24 hour turnaround. • Answered all email enquiries and logging on database. Went back to any email requests, obtaining full details were missing • Monitored Department brochures stock and ensured receptions and other areas around the School were supplied with Executive Education brochures • Ensured relevant leads were passed on to Business development team • Ran enquiry tray on daily basis, fulfilling all enquiries and ensuring all relevant information mailed in the specified 24 hour turnaround. • Answered all email enquiries and logging on database. Went back to any email requests, obtaining full details were missing • Monitored Department brochures stock and ensured receptions and other areas around the School were supplied with Executive Education brochures • Ensured relevant leads were passed on to Business development team



British Transport Police Authority

• United Kingdom
• Law Enforcement
• 1 - 100 Employee

• Scientific Support Administrator

  • May 2006 - Apr 2007

  • Booked in all exhibits, checked continuity and viability of all exhibits and then assigned them to the correct forensic testing areas • Answered and resolved all telephone enquiries • Looked after the Property store and all exhibits within it, by keeping a filing system and paperwork organised • Booked in all exhibits, checked continuity and viability of all exhibits and then assigned them to the correct forensic testing areas • Answered and resolved all telephone enquiries • Looked after the Property store and all exhibits within it, by keeping a filing system and paperwork organised



Spreadex

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Account Executive

  • Nov 2005 - Mar 2006

  • Answered client queries over the telephone and placed any bets that they required • Updated allocated spreadsheets with accurate information • Updated clients accounts using company’s database • Processed, logged and completed queries effectively and efficiently • Update information on the Teletext system • Answered client queries over the telephone and placed any bets that they required • Updated allocated spreadsheets with accurate information • Updated clients accounts using company’s database • Processed, logged and completed queries effectively and efficiently • Update information on the Teletext system



Ford Credit

• United States
• Financial Services
• 700 & Above Employee

• Customer Services

  • Sep 2004 - Nov 2005

  • Answered customer enquiries over telephone • Updated accounts using company's database • Collated and logged cheques needed to be raised and forwarded to head office • Replied to post received from Insurance companies and customers regarding any insurance claims • Logged and processed all indemnity claims received • Liaised with Insurers regarding customers claims • Using the Experian program to log new claims • Maintained a file system for all current claims • Answered customer enquiries over telephone • Updated accounts using company's database • Collated and logged cheques needed to be raised and forwarded to head office • Replied to post received from Insurance companies and customers regarding any insurance claims • Logged and processed all indemnity claims received • Liaised with Insurers regarding customers claims • Using the Experian program to log new claims • Maintained a file system for all current claims