Experience

Crave Interactive Ltd

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

• Global Customer Support Manager

  • Feb 2013 - Present

  Directing the performance, growth, and development of the team, whilst enabling innovative product/service improvements by providing exceptional customer care, communicating customer insights, and proposing design improvements. Building team talent and skills with agile and hands-on leadership, balancing business goals with employee ambitions for simultaneous success across operations. Owning L&D and Training by supporting global resellers/partners on products and services, as well as managing multi-channel helpdesk support systems.Analysing and evaluating process improvements within products/services, project management, development, and delivery. Noted for problem-solving attributes, key point of contact for complex issues and supporting team members and customers as part of help desk support.



Eviivo

• United Kingdom
• IT Services and IT Consulting
• 100 - 200 Employee

• Installations Manager

  • Jul 2006 - Feb 2013

  A developer of cloud-based booking/property management, providing SaaS software solutions within the tourism/accommodation sector, enabling integration with third-party distribution channels. Joined team whilst during the start-up phase, leading a team of Customer Installation & Training Consultants, taking full commercial responsibility for products, software solutions, services, training, and customer care. Enabled complete UAT and documentation for all releases, upgrades, and patches in collaboration with the Product Development team. Maintained up-to-date CRM/SAGE records for accurate customer communications, case, and data information. Facilitated R&D future development by analysing customer insights and providing detailed feedback. Spearheaded a number of projects including roll out of core releases, upgrades, and upselling of new products. Developed talent within the team by hosting system/product training, recruiting team members, onboarding, and setting targets/KPIs, delivering 55% of annual recurring revenues.



LENTA PROPERTIES LIMITED

• United Kingdom
• Real Estate

• Regional IT Support Manager

  • Nov 2004 - Jul 2006

  Headed the IT Systems Support for 16 serviced business centres across the UK, leading the execution of the Business Continuity Service function by researching and developing plans front-to-end. Ideated successful BCP’s and rolling out within the market with acceleration of sales for the business.Designed and integrated new IT network project within luxury central London hotel, 15% under budget and ahead of deadline due to adept project planning and cost saving methodologies. Headed the IT Systems Support for 16 serviced business centres across the UK, leading the execution of the Business Continuity Service function by researching and developing plans front-to-end. Ideated successful BCP’s and rolling out within the market with acceleration of sales for the business.Designed and integrated new IT network project within luxury central London hotel, 15% under budget and ahead of deadline due to adept project planning and cost saving methodologies.



Cola Hotels

• Italy
• Hospitality

• Regional IT Manager

  • Jun 2003 - Oct 2004

  Directed IT support across all properties within this London based hotel chain to support business objectives and managed third-party suppliers and contractors to ensure hardware, software, and network maintenance. Ideated robust IT Plans aligned to core business objectives to optimise services and execute a number of projects including an In-Room Technology project circa £110k, training and coaching, and negotiating SLAs. Directed IT support across all properties within this London based hotel chain to support business objectives and managed third-party suppliers and contractors to ensure hardware, software, and network maintenance. Ideated robust IT Plans aligned to core business objectives to optimise services and execute a number of projects including an In-Room Technology project circa £110k, training and coaching, and negotiating SLAs.



Park Plaza

• Uruguay
• Leasing Non-residential Real Estate

• Senior Systems Manager

  • Aug 1999 - Jun 2003

  A key role within the organisation, responsible for project management and implementing IT systems in 4 luxury hotels and administration centres including the UK Head Office. Promoted to the acquisitions project team, gaining responsibility for the project management, planning and installation of the complete IT infrastructure in further hotel acquisitions. A key role within the organisation, responsible for project management and implementing IT systems in 4 luxury hotels and administration centres including the UK Head Office. Promoted to the acquisitions project team, gaining responsibility for the project management, planning and installation of the complete IT infrastructure in further hotel acquisitions.