Experience

WebBased Ltd (closed sep'22)

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

• Customer Support Analyst

  • Mar 2021 - Present

  - Lead the customer service desk, covering incoming queries, incidents, and service requests from customers, via telephone and email, acting as a first point of contact- Initiated investigations by carrying out testing scenarios on customer platforms, before presenting issues clearly and articulately to the Technical Support and Developer teams- Responsible for meeting initial SLA response times by assigning a priority rating based on the impact to customers’ businesses and escalating urgent and high priority incidents, including management of customer communications throughout- Developed experience in working with a variety of events management and eLearning systems, putting myself in customers’ shoes to understand their needs and requirements- Followed IT service management good practice (ITIL) using ticket management software to keep track of all support work- Worked closely with Customer Account Managers to manage clients’ budgets, explore bespoke developments, and build strong relationships with key stakeholders to ensure customer loyalty and maximise retention- Attended meetings with customers to discuss and monitor account activity, new service requests and ongoing incidents- Operated remotely reliably and productively during Covid-19 lockdowns, communicating regularly with colleagues and clients alike- Volunteered to organise social events for colleagues, including remote quizzes and games during lockdowns, the 2021 Christmas party, and other face-to-face social occasions such as bowling, mini golf, and board game nights



Devon and Cornwall Police

• United Kingdom
• Law Enforcement
• 400 - 500 Employee

• Student Police Officer

  • Aug 2020 - Feb 2021

  In 2020, I was offered a place within Devon & Cornwall Police on the PCDA programme (Police Constable Degree Apprenticeship). What attracted me to the career of a police officer was the element of helping people and making a positive impact on the local community. Having completed the initial training and started shift work, I concluded that the lifestyle of a police officer did not align with my personal life goals and family values. I therefore made the difficult decision to end my tutorship with the police in February 2021.



WebBased Ltd (closed sep'22)

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

• Customer Account Manager

  • Jan 2020 - Aug 2020

  - Responsible for establishing productive, professional relationships with key stakeholders within a portfolio of 20+ customer accounts- Developed customer account plans by attending regular meetings with nominated account contacts across the UK to identify ongoing needs and priorities, discuss and upsell bespoke development requests and establish a clear action plan for success- Empathised with customers to understand their needs and how their platforms were utilised within their businesses on a day-to-day basis- Interpreted customer requirements and discussed viability with the client to produce proposals including realistic costings, timescales, and solutions- Collaborated closely with the Technical Support and Developer teams to define, estimate, and deliver bespoke developments in line with the customer’s budget and schedule- Managed the ongoing sales and contract renewal processes through the use of a CRM system, including quarterly review of clients’ annual hosting, maintenance and support budgets, to ensure appropriate levels of support were provided while remaining profitable throughout the contract- Provided support to a busy service desk, involving a high level of ongoing support tickets and change requests- Attended and lead remote product demonstrations, including running training sessions to support clients through new product roll outs- Operated remotely reliably and productively during Covid-19 lockdowns, communicating regularly with colleagues and clients alike



Burdens

• United Kingdom
• Wholesale Building Materials
• 200 - 300 Employee

• Sales Negotiator

  • Jun 2019 - Jan 2020

  - Continually reviewed and targeted existing customer base via telephone and email to generate enquiries and orders and to maximise sales- Input and processed quotations and orders accurately and with support from the yard concerning delivery lead times, enabling the management of customers’ expectations throughout the sales journey- Maintained relationships with existing customers through regular catch-ups and with the support and liaison of external sales colleagues- Demonstrated an accurate interpretation of customers' businesses and requirements- Liaised closely with key suppliers, developing positive relationships, and negotiating variations in price, delivery, and product specification- Assisting customers on the shop floor by listening to their requirements, suggesting and locating relevant products, and processing their purchases



Fulcrum Group

• United Kingdom
• Utilities
• 1 - 100 Employee

• Account Manager

  • Sep 2017 - Apr 2019

  - Managed a portfolio of select Key Account customers within the utilities industry, acting as the first point of contact to oversee projects at each point of the customer journey- Managed a pipeline of live quotations with a sales return of £1.4m in the 2018/2019 financial year- Establish trusted working relationships with customers agreeing KPI’s and performance measures that work for both parties- Apply both commercial intelligence and a best engineering practice approach to design and estimate solutions that meet customer’s needs- Monitored and reviewed account activity for Key customers, implementing strategic plans to increase sales- Collaborative approach with internal departments and external providers, such as gas and electricity networks, IGT’s, local authorities and subcontractors- Ensure KPI’s are met as part of the customer experience, continually working on meeting and exceeding customers’ expectations- Pro-actively resolve issues that may arise in the end to end process and ensure the customer is communicated to at each stage- Meet regularly with existing customers to discuss future opportunities along with overall performance- Develop and grow portfolio of existing and repeat customers, upselling additional services where possible and researching new leads and enquiries- Use customer intelligence gathered on pricing to re-evaluate costs where possible to improve on revenue and profitability

• Business Development Executive

  • Feb 2017 - Sep 2017

  Worked closely with the Business Development team, generally targeting high value "major" projects within the industrial and commercial sector.Responsible for generating new leads and appointments for the Business Development Managers, utilising Glenigan as a search engine for new business opportunities and running campaigns.

• First Brand Team Leader

  • Feb 2016 - Jan 2017

  Took the lead in the First Gas and First Electricity brands within Fulcrum, which are aimed at providing friendly advice and technical support to the uninformed customer looking for new utility connections, in both the residential and commercial markets.Managed the day to day duties of my team, which was made up of 4 staff and involved::- Responding to telephone enquiries from customers and suppliers- Issuing quotations- The project management of orders throughout the delivery process, from acceptance to completion- Liaising with the network providers regarding pricing, lead times, surveys, plan dates etc.Created learning tools and step by step guides to support the team and maximise productivity.Consistently achieved and exceeded quarterly sales and margin targets.Adopted an entrepreneurial approach, developing and tweaking certain processes where necessary, to improve the products and services on offer and maximise potential.

• Sales Account Executive

  • Jun 2015 - Feb 2016

  - Managed a pipeline worth over £1million of quotes and potential orders, by negotiating pricingstructures and maintaining regular contact with customers, in order to maximise sales value andprofit margin- Worked as an integral team player towards sales value and margin KPIs, consistently going above and beyond targeted expectations- Provided excellent customer service, responding quickly to incoming customer enquiries over thephone and via email, assisting with project information and updates, technical advice and support- Liaised with designers, planners and project engineers daily to ensure customers' needs weredealt with quickly and efficiently- Participated in training programmes organised by Fulcrum, allowing me to expand my technicalknowledge of the gas industry and further develop my sales and customer service skills



Nisbets

• Wholesale
• 400 - 500 Employee

• Key Account Executive

  • Sep 2014 - Apr 2015

  - Managed a portfolio of over 200 accounts within the travel business sector, including nationals and independents, communicating with people from a variety of backgrounds- Identified several key accounts with potential and focused on building and maintaining strong relationships to gradually increase their annual spend – amongst others successes, one airline client grew 308% on the previous year in the first quarter- Liaised regularly with field representatives and colleagues as a team in a sales based environment, working to achieve turnover and margin targets and contributing towards monthly bonuses- Provided excellent customer service, dealing with both email and telephone enquiries quickly and efficiently- Worked closely with colleagues and suppliers to source products and coordinate orders and lead times, to ensure maximum customer satisfaction



Ancon

• United Kingdom
• Building Materials
• 1 - 100 Employee

• Sales Coordinator

  • Jan 2013 - Aug 2014

  - Entrusted as direct contact for the management of numerous, high value, on-going projects, including universities, supermarkets and community redevelopments- Negotiated margins and lead times daily, ensuring repeat business and winning orders over competitors- Proficient with customer management software, such as CRM- Responded to telephone enquiries, quickly assessing the customer’s needs to deliver an effective solution - Entrusted as direct contact for the management of numerous, high value, on-going projects, including universities, supermarkets and community redevelopments- Negotiated margins and lead times daily, ensuring repeat business and winning orders over competitors- Proficient with customer management software, such as CRM- Responded to telephone enquiries, quickly assessing the customer’s needs to deliver an effective solution