Experience

proAV Limited

• United Kingdom
• IT Services and IT Consulting
• 200 - 300 Employee

• Service Delivery Manager

  • Jun 2021 - Present

  Working closely with the Senior Management Team to assist in the development of the service business within proAV. This includes the following duties: Coordination of activities between client sites and operation teams to ensure smooth service delivery. To develop reporting to contract requirements inclusive primary data, trend analysis and metrics in relation to the contract. To be a single point of contact and owner for priority level incidents. Support of Commercial team in client tenders and interviews. Overseeing the service delivery to ensure all targets including KPI's and service levels are met. Attendance and management of service review meetings on / off site. Show less



Pinnaca - a new era technology company

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

• Customer Success Manager

  • Jul 2016 - Present

  • Drive the customer forward in their UC environment and provide informed suggestions for potential changes to, or additional, services, based on the customer’s requirements and needs.• Conduct regular service reviews to forge strong relationships with both customers and any associated partners • Provide leadership and sponsorship to resolve customer service issues, leveraging key stakeholders across the Pinnaca business. • Lead the ongoing development, refinement and implementation of client support standards, processes and best practices. • Ensure customer satisfaction, even when faced with difficult and complex technical situations. • Provide direction, guidance and support in the development and execution of action plans; and ensure problems are escalated to key management with enough time to establish contingency plans. • Utilise Project Management skills to actively progress larger customer service activities to ensure targets and timelines are met. • Work closely with Global Call Centre, vNOC and Engineering functions to ensure communication and drive resolution to provide strong mentoring and leadership to associates to strengthen and build customer support capabilities through delivery of timely and constructive feedback and coaching. • Provide regular reports for customers and management that measure the effectiveness of all aspects of the support/service.• Ensure incident tracking and management systems are managed appropriately and recorded, by updating the customer relationship applications, used within the business Show less

• Video Network Operations Centre Technican

  • Oct 2014 - Jul 2016

  • Resolution of all Tier 1 and 2 Video incidents.• Perform checks on endpoints and infrastructure, proactively and reactively based on monitoring tools.• Schedule, operate and monitor concierge bookings.• Responsibility of all client updates on Tier 1 and 2 Incidents.• Ownership of incidents with carriers on hosted client incidents ensuring resolution.• Work within Vendor escalation process ensuring they are dealt with within a timely manner.• Dispatching field engineers to site along with replacement spares.• Troubleshooting (Telephone, video calls remotely and email). Show less



ACT Conferencing, a PGi Company

• Web Services Executive

  • Apr 2007 - Oct 2014

  • Reserve, support and archive all ConferenceCast event types for blue chip companies providing first class service to the presenters and answering all technical related queries from participants. • Soft selling the webcast service to new customers by providing expert knowledge and advice on all the functions and features of a webcast (Selling the webcast product through excellent customer service). • Logged into the support hot line telephone being the first point of contact for any webcast bookings, questions, troubleshooting, customer feedback and general enquires. • Managing and supporting Elite Web events until completion, remaining focused on the customer at all times. • Providing demonstrations and training to new customers or first time users on how to use the webcast platform presenting our expertise and knowledge ensuring the customers are fully comfortable for their live event. • Communicating with management regularly regarding ongoing web series and any other special projects in progress. Show less



Memorabilia Framers Ltd

• United Kingdom
• Retail
• 1 - 100 Employee

• Assistant Manager

  • Nov 2005 - Apr 2007

  • Maximising every sales opportunity to reach and exceed targets. • B2B selling to auction houses, charity functions and companies with our products generating business and keeping close relationships with businesses and companies. This involved cold and warm calling. • Hard selling to customers face to face by approaching, engaging and ultimately clinching the sale. • Prioritising in a fast paced environment, Rota’s, Merchandising/window displays. • Setting the highest possible standards for customer care (which always increases turnover). • Banking, End of week A/Cs. • Training new recruits to take up their new roles. Show less