Product Manager (Qualifications)

• Oct 2022 - Present

Product Development Manager

• Jun 2021 - Oct 2022

Product Lead - ESOL, English, Maths and Digital

• Aug 2019 - Jun 2021

Senior Product Lead - ESOL, English, Maths and Digital (Interim)

• Apr 2020 - Dec 2020

Product & Assessment Officer

• Oct 2018 - Jul 2019

Health & Safety Administrator

• Apr 2018 - Oct 2018

- Supporting with day to day administration duties within the Health & Safety department- Administration of current documentation; accurately filed and controlled- Preparation of documents, maintaining and updating databases- Supporting the Health & Safety Assistant with the coordinating and maintenance of training records- Assisting with Internal and External audits- Preparation of documentation for team meetings, recording accurate minutes and actions- Design & implement effective Health & Safety campaigns across the company- Mental Health First Aider - Facilitator of Mates in Mind 'Start the Conversation'

Personal Shopper

• Apr 2016 - Apr 2018

Effectively pick and pack the online grocery orders, ensuring that only the freshest and best products are sent to the customer.• Ability to multitask; assisting customers instore whilst also picking/packing the online grocery orders• Training and mentoring of new staff members in the Dot Com department• Being multiskilled in order to assist other departments as necessary, for example Price Integrity and stock replenishment• Assisting the Team Leader with Dot Com set up in the mornings

Digital Product Strategy & Services Administrator

• Mar 2013 - Apr 2016

Effectively supporting the Digital Product Strategy and Services team in order to deliver, develop, implement and better understand usage of our digital products and services. • Project management of HE flagship platform for 2016, REVEL, using agile methodology • Diary and meeting management for the Director of Digital Product Strategy and Services • Meeting minute taking and writing up • Processing of expenses for the Director of Digital Product Strategy and Services (SAP) • Setting up and maintaining of various company intranet pages • Responsibility for regular reporting on registration and usage on a number of digital products to the wider business and other key stakeholders • Project lead for a data project; connecting our revenue to our registrations • Tracking of customer content queries received through the 24/7 service to ensure a quick response and query resolution for our customers • Assisting with recruitment including first pass of CVs, arranging interviews and liaising with candidates • General administrative support to the Digital Product Strategy and Services Team • Investors in People Champion, concentrating on the theme of People Management – bronze accreditation • Leading on the organisation of 2015 Learning at Work Week for the Harlow site • Administration of the Faculty Advisor Programme (until end 2014) o Support the recruitment and expansion of the Faculty Advisor programme o Arrange, support and assist in the follow-up of web-based training to academic educators delivered by the Faculty Advisors o Event organisation and planning for Faculty Advisors

Customer Service Coordinator

• Apr 2012 - Mar 2013

Ensure the delivery of the customer journeys that are managed by the Language Testing division.This role not only includes the service and support requirements that are delivered out of the London HQ but also the partners Language Testing work with that have responsibility for aspects of service delivery and to ensure they do so to Language Testing’s high standards and expectations.

International Accounts Executive

• Jun 2008 - Apr 2012

Ensuring the International customer accounts are managed effectively by daily contact with customers by phone/email.Accurate and efficient processing of orders and timely resolutions of customer queries.Providing pre and post sales support to sales people and customers.Liaising with Credit Management and sales contacts to ensure customers accounts are up to date.Responsible as part of the department for ensuring Sarbanes Oxley 404 Compliance.Establishing/maintaining relationships with shipping agents in order to obtain rates for customers and ensuring timely despatch of orders.Sales order processing.

Customer Relations Executive

• Jul 2007 - Mar 2008

Renewing/cancelling online/electronic subscriptions.Managing the subscription/renewal process for the microfilm subscriptions.Preparing contracts for online subscriptions.Sales Order Processing.Some project management – this involved some staff management. Renewing/cancelling online/electronic subscriptions.Managing the subscription/renewal process for the microfilm subscriptions.Preparing contracts for online subscriptions.Sales Order Processing.Some project management – this involved some staff management.

Solutions Consultant

• Dec 2006 - Jul 2007

Provide technical solutions to customers on online/electronic databases and EBooks.Create and deliver technical presentations toCustomers/prospects outlining the benefits of the online/electronic products.Provide training to sales team on the online/electronic products to ensure consistency of demonstrations.Building and designing websites.

Customer Services Executive

• Apr 2004 - Dec 2006

Telephone, email and written contact with both the public and professionals regarding orders, availability of books and general account queries etc.Sales order processing.Ensuring all Customer Queries are followed up within the service level agreement.Use of Word, Excel, Outlook, Vista and some use of Access.