Account Manager

• Jun 2022 - Present

In this role I manage a portfolio of primarily existing client accounts, through onsite and telephone contact, to determine their present and future business needs, proposing suitable products, services, and upgrades to maintain and grow revenue.Establishing and maintain strong client relationships within portfolioConduct product demonstrations and coordinate the preparation of Sales proposals, tenders/bids, contracts, and upsell plans. Promote MSL Verteda services (enhancements / updates / new initiatives / maintenance) Anticipate customers’ requirements and possible challenges Identify trends and opportunities for continuous improvements for individual customers Provide reports and analysis around customer service levelsContribute to the development of company goals, growths and profitability targets Show less

Customer Relations Manager

• Oct 2009 - Jun 2022

MSL Verteda’s innovative cloud based, hosted and on-premises IT solutions enable stadia and arena, entertainment venues, hotels and resorts, hospitality and foodservice to streamline their operations and focus on costs: to increase workforce productivity, enhance guest satisfaction and maximise profitability through new and increased revenue streams.In my role as Customer Relations Manager I interact with customers who have escalated issues, technical teams, product development and third parties to reach a satisfactory outcome for all concerned. I am responsible for the management of our support ticketing system for both the UK and APAC technical team to ensure it is developed to work as smoothly as possible. I work closely with the support system’s third party developers to bring in new features/build new functions to assist with our technical team who support our client base.Maintain customer relationships to achieve long-term customer satisfaction and provide direction and support Provide input to the production of training documents Support the sales and technical team to ensure they have full knowledge of the requirements prior to attending sites and liaise with the customer to fully cover their expectations Regularly assess the support calls open for the customers and request updates to provide feedback to sitesManage the review, drafting and production of escalated customer disputes ensuring timely and successful feedback of their concernsIdentify where resources are required for training/analysis of customer sites to help them achieve greater efficiency from their solution Show less

Installations & Support Executive

• Jan 2007 - Oct 2009

Agilysys develops and sells hotel software including online reservations, property management and accounting systems, point of sale, spa and golf bookings. In my role as Installations & Support Executive my main objective was to build a software database and train the end users, a key role in the early stages of creating a strong working relationship with a new customer. As part of a small team, I was responsible for the reputation of the company whilst assisting the customer in making the right decisions to maximise the performance of the software enabling them to extract relevant information for forecasting and reporting on their business. A key measure of your success in this position is the customer’s opinion following the installation on the software’s capabilities. Liaising with both internal/external customers and third party companies to build strong relationships Overseeing the database build, training and testing of the software throughout the installation Problem investigation and counter measuring Negotiating schedules and time management to ensure the objectives are met within the time scales Produce standards of procedures to improve the efficiency of the system to meet the expectations of the customer Assisting in the reporting and auditing of the customer’s business Ensure the smooth delivery of software through effective and tailored training Show less

Newspaper Retail Sales Manager

• Jan 2001 - Dec 2006

Courier Newspapers, was part of Northcliffe Media Ltd, a large regional newspaper publisher (the company is more recently known as Reach) In my role as Retail Sales Manager I was responsible for the Newspaper Circulation Figures from developing the Merchandising Team through to the customer awareness of our products; not forgetting to ensure waste figures are kept to a minimum. Ensuring that printing & delivery of papers is completed on time, whilst having a contingency plan in place in case of unforeseen circumstances. As part of a small team it was essential to maintain strong working relations with other departments. Develop the Sale System to work efficiently ensuring budgets are adhered to Plan & Implement Sales incentive schemes for the team increasing morale and sales Motivate & Develop the team through training and introduction of targets Analyse and produce weekly figures for group and successful audit purposes Liaising with both internal/external customers and third party companies to build strong relationships Liaise with Editorial and Advertising departments to prepare for future sales opportunities Maintain Customer Service to over 400 newsagents Show less

Marketing Project Controller

• Mar 2000 - Dec 2000

In my role as Marketing Project Controller I was responsible for the successful communication of all projects to UK stores from the initial planning stage to the live installation date. Ensuring all parties are made aware of the stages involved, identifying training requirements and communicating via informative accurate documentation.Co-ordinate successful visual merchandising training Liaise with colleagues to ensure store support available increasing employee satisfactionContribute to the marketing strategy development at Senior Executive meetings to ensure successful store promotionsCreate and edit monthly marketing diary and departmental newslettersProof read and edit communication at every stage to ensure 100% accuracyLiaise with Buyers and Merchandisers to formulate merchandising initiatives ensuring max. profit per square metreWork within tight budgetary controls Show less

Assistant Manager Marble Arch and Lakeside

• Mar 1998 - Mar 2000

Sales Manager

• Sep 1995 - Mar 1998