Experience

Invenias by Bullhorn

• United Kingdom
• Software Development
• 1 - 100 Employee

• Global Support Manager

  • Mar 2016 - Present

  • Assuming full responsibility for the day to day operation, management and leadership of the global customer support team• Leading a team of customer support employees to include hiring, performance coaching, career development, cross-training, etc. Developing performance standards and evaluating performance of team and individuals, holding yourself to the same standards as your team• Developing, implementing and continuously improving customer support policies, programs, methodologies, metrics, and escalation processes by analysing pertinent data and making recommendations for improvement and/or development of new processes• Actively participating and contributing to special projects related to vastly improving our customer’s experiences with Invenias including partnering with client’s 3rd party suppliers• Developing, analysing and reporting on key metrics that drive the Client Support business as well as conducting 6-monthly NPS surveys and working to achieve company NPS targets• Development of effective, automated, management and executive report packs• Serving as senior point of escalation for the business, providing oversight of problem resolution for customer critical customer issues. Show less

• Global Support Consulting Lead

  • Mar 2015 - Mar 2016

• Support Analyst

  • Dec 2011 - Mar 2015



GSK

• United Kingdom
• Pharmaceutical Manufacturing
• 700 & Above Employee

• Support Analyst

  • Apr 2005 - Nov 2011

  2nd Line support Analyst Roll out Projects (Hardware & Software) 2nd Line support Analyst Roll out Projects (Hardware & Software)