Helpdesk Quality Coach

• Jan 2022 - Present

Client Lead Analyst

• Jan 2020 - Jan 2022

Helpdesk Territory Specialist

• Aug 2013 - Jan 2020

Providing IT & Technical Support in French, Spanish and English to prestige retail outletsReporting directly to client Country Managers & Retail Operations across Europe and the USARepresenting the Desk in service review meetings with major clients.Acting as a central escalation point for key clients on priority issuesProactively working to identify risks, trends and opportunities for improvementTaking ownership in managing complex problem resolution, with internal and external teams.Working in partnership with 3rd party suppliers to resolve incidents in a timely mannerPersonally driving a significant reduction in costs and incident resolution time for a key client. Show less

Freelance Training/Marketing Consultant

• Jan 2012 - Aug 2013

Part time consultancy work for a friend's professional language training businesses in Budapest, making use of my previous experience in the Hungarian market. Activities included planning promotional offers in English and French, aimed at attracting new clients or reactivating existing or dormant ones. Part time consultancy work for a friend's professional language training businesses in Budapest, making use of my previous experience in the Hungarian market. Activities included planning promotional offers in English and French, aimed at attracting new clients or reactivating existing or dormant ones.

Sales Associate, with French Back Office & Executive Office secondments

• Apr 2004 - Aug 2008

During my time at Capital One, I took an extensive secondment to the company's French division, supporting their operations during a period of major transition. After a period of training in Paris, I carried out my core Back Office role from Nottingham as follows: Processing customer payments, tracing missing transactions Liaising by phone and email with customers, banks and lawyers in France, resolving problems. Ensuring quality control of letters and statements sent to customers in France. Whilst in this role, I handled a major incident where essential software had been accidentally deleted from the system. I coordinated work across the company to locate & restore the software, and the problem was resolved with no financial impact on the business or clients. During an additional secondment to the Executive Office, I dealt with customer complaints in writing. In my core UK sales role, I handled inbound and outbound calls, educating UK customers about their accounts, solving problems and identifying potential sales opportunities. Show less

Contact Centre Team Manager

• May 2000 - Feb 2004

Successfully managed teams of anywhere between 5 and 100 agents working on sales and marketing campaigns for key customer accounts. Reporting directly to clients, advising them on a daily basis of emerging issues and opportunities, in order to maximise performance. Taking campaign briefs directly from the client, once a project had been signed off by our Account Manager. Recruitment of staff across a range of campaigns, designing & delivering generic as well as campaign-specific training, tailored to the needs of each team. Day to day management of teams, mentoring individuals and motivating teams towards achievement of personal/team targets and job satisfaction. Key Clients Included: The Westminster Collection, Time Life, The Daily Telegraph, FL Memo, Show less

Training Centre Manager

• Aug 1992 - Jun 1999

I initially visited Budapest for 3 months in late 1992 to explore opportunities for Linguarama's professional language training business in the emerging Hungarian market.Over the next 7 years, I went on to develop and expand the business, establishing Linguarama as a key supplier of bespoke language training to local and multinational businesses across Hungary, as well as providing services to the Hungarian Government.On behalf of Linguarama, I established a training centre in the heart of Budapest employing up to 35 trainers, sales and admin staff.I developed strong, long-term relationships with key clients, which lasted the length of my time with the company.Key clients included: Unilever, Douwe Egberts, Heineken, DHL, Deloitte, KPMG, Ernst & Young, Novartis and the Hungarian Prime Minister's Office.My personal sales of 'English in England' courses on behalf of our UK centres ranked 4th out of our 42 centres across Europe. Show less

Senior Business English Trainer

• Jun 1989 - Aug 1992

Based in Linguarama's flagship training centre in Paris, I taught English for business to corporate clients, whilst at the same tme designing course programmes for other trainers.Successfully ran an off-site training programme for Unilever, reporting directly to the client together with my Centre Manager.Delivered progress reports for client companies and attended client meetings to provide feedback, and recommendations for further training.Helped design & deliver the language component of induction programmes for new recruits to the Paris Offices of international accounting firms Show less

Business English Trainer

• Sep 1988 - Jun 1989

I taught English for business to individuals and small groups at our training centre and off site at client locations in Tampere and Central Finland.

English Teacher

• Jan 1988 - Jul 1988

Assistant Lecturer

• Aug 1985 - Jul 1986