Delivery Manager | Functional Lead

• May 2023 - Present

Customer Success Coordinator | Functional Lead

• Aug 2022 - May 2023

As a technology consultancy, Gaia Resources is dedicated to making the world a better place. Our team of experts is committed to helping our clients achieve their business goals while also addressing important environmental, collection management, and health challenges. We believe in using the best open-source technologies available to deliver innovative and effective solutions. Experience:• Led a team of support coordinators in providing exceptional support services to clients in the environmental consulting industry• Developed and implemented support strategies and procedures to enhance team performance and ensure efficient service delivery• Oversaw the coordination and allocation of support resources to meet client needs and project timelines• Collaborated closely with cross-functional teams, including project managers, software developers, and data analysts, to streamline support processes and improve overall service quality• Conducted regular performance evaluations and provided constructive feedback, fostering a culture of continuous learning and professional development• Acted as the main point of contact for escalated support issues, ensuring prompt and effective resolution while maintaining positive client relationships• Developed and maintained strong relationships with key clients• Assisted clients in troubleshooting technical issues and provided timely and effective resolutions, ensuring high levels of customer satisfaction• Collaborated with internal teams to prioritize and address client support requests, escalating complex issues as needed• Managed support tickets and maintained accurate documentation of client interactions and issue resolutions• Participated in the development and testing of new software features, providing valuable feedback and ensuring smooth product launches• Assisted in the creation of support materials, including user guides and knowledge base articles, to empower clients in finding answers independently Show less

Customer Success Specialist

• Oct 2021 - May 2022

Sandwai is a software vendor specialising in Home and Disability Care Software Solutions, designed to improve lives. As a Customer Success Specialist, I manage implementations from minimum subscription to our enterprise customers. Through regular engagement and transparency, I build lasting and ongoing relationships. Additional Responsibilities: • Project management • Develop healthy customer relationships. • Provide technical and product expert knowledge. • Customised training. • Evaluate, and analyse customer requirements. • Build trust and transparency. • Onboard new clients • Act as a customer advocate Show less

Customer Relations Manager

• Feb 2020 - Oct 2021

OCTFOLIO is a specialised software vendor focussed on the development and implementation of information management software solutions for asbestos and hazardous materials. As the Customer Relations Manager, I manage client relationships overall including the monitoring of project progress as well as troubleshooting and the identification of business challenges. A highlight of this role has been the successful migration of over 20 clients from an outdated SharePoint solution to OCTFOLIO’s new online platform. Additional Responsibilities • Managing client enquiries and allocating to team members for further support. • On-boarding new clients. •Liaising with clients remotely and face-to-face to demonstrate the product and explain applications. Further Achievements • Proactively followed up with each client to assist with troubleshooting and provide further support. • Provided additional support and training for clients across Australia and New Zealand. • Created an in-depth knowledge base of articles and videos explaining the compliance management platform. • Drove sales by contacting potential leads, identifying pain points and offering OCTFOLIO platform solutions. Show less

Operations Specialist / Project Lead; Compliance Officer

• Jul 2010 - Jun 2019

Camden Council is divided into 18 wards and is one of 32 local authorities serving Greater London. As an Operations Specialist and Project Lead, I led and managed a team of eight Operations Officers and five Asset Officers to ensure the provision of a fair, proportionate and effective customer-focussed parking service. As a Compliance Officer, I worked alongside five other compliance officers to manage the service provider and ensure delivery on contract obligations. A highlight of this tenure was providing departmental leadership on major projects totalling over £100 million with the purpose of renewing a contract to include all parking enforcement and bringing all environmental operations together under one contract. Further Achievements • Led numerous small projects including the Implantation of unattended ANPR (automatic number plate recognition) cameras to reduce vehicle emissions outside schools and using current technologies to drive efficiencies and ensure compliance. • Led proactive, intelligence-driven enforcement operations by analysing systems and data to inform the production of deployment plans, beat routes, ANPR (Automatic Number Plate Recognition) deployment, overtime analysis, heat mapping, hot spot analysis and shift patterns. • Saved seven per cent of the planned budget through revisiting critical aspects in the scope of current contracts. • Implemented a change of procedures, simplifying methods whilst maintaining essential objectives. • Implemented an enforcement manual for two different service areas of the business, facilitating navigation of procedures and compliance. • Drove efficiency by recommending and implementing a CCTV system utilising less internal server capacity. • Assumed the Fire and Health and Safety Officer roles for the entire office. Show less

Operations Support Manager

• Nov 2006 - Jun 2010

APCOA is a parking management company and the UK’s leading provider of tailored parking solutions.As an Operations Support Manager, I was primarily responsible for managing and motivating staff, guiding and developing consistent performance and increased personal development.Additional Responsibilities• Departmental budgeting, organising stationery orders and liaising with suppliers to meet business requests. • Responding to all correspondence going in and out of the department within agreed timelines. Further Achievements• Saved 30 per cent on deployment hours, whilst maintaining the same level of work output.• Assumed the Fire and Health and Safety Officer roles for the entire office. Show less

CCTV Supervisor

• Sep 2005 - Nov 2006

Responsible for producing daily, weekly and monthly camera reports which would include, core and non-core periods of camera coverage.Key Responsibilities• Managing KPI reporting.• Attending weekly and monthly client meetings.• Producing and presenting client reports.• Planning resources accordingly, to cover business requirements.• Managing transportation for all staff as there were multiple sites.• Managing health and safety for the service.• Managing all fleet vehicles (8 vehicles) such as arranging MOT’s, services, road tax, etc. Show less