Leon Reid
Client Relationship Manager at Global Shares- Claim this Profile
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English Native or bilingual proficiency
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Bio
Paul Estephan
Leon is very professional in his work. He is very timely effective and delivered all projects on time. He is a good team member and is always ready to help anyone in need. He trained multiple employees on several topics, and he was always ready to intervene whenever help is needed. His reporting skills are exceptional as well as his ability to locate, research and resolve any issue that came up. I've had the pleasure to work with Leon, and can definitely say that he is a true added value to any company he works for.
Paul Estephan
Leon is very professional in his work. He is very timely effective and delivered all projects on time. He is a good team member and is always ready to help anyone in need. He trained multiple employees on several topics, and he was always ready to intervene whenever help is needed. His reporting skills are exceptional as well as his ability to locate, research and resolve any issue that came up. I've had the pleasure to work with Leon, and can definitely say that he is a true added value to any company he works for.
Paul Estephan
Leon is very professional in his work. He is very timely effective and delivered all projects on time. He is a good team member and is always ready to help anyone in need. He trained multiple employees on several topics, and he was always ready to intervene whenever help is needed. His reporting skills are exceptional as well as his ability to locate, research and resolve any issue that came up. I've had the pleasure to work with Leon, and can definitely say that he is a true added value to any company he works for.
Paul Estephan
Leon is very professional in his work. He is very timely effective and delivered all projects on time. He is a good team member and is always ready to help anyone in need. He trained multiple employees on several topics, and he was always ready to intervene whenever help is needed. His reporting skills are exceptional as well as his ability to locate, research and resolve any issue that came up. I've had the pleasure to work with Leon, and can definitely say that he is a true added value to any company he works for.
Credentials
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Team Collaboration in Google Workspace
LinkedInOct, 2021- Nov, 2024 -
Jira: Basic Administration
LinkedInSep, 2021- Nov, 2024 -
Building Customer Loyalty
LinkedInAug, 2021- Nov, 2024 -
Corporate Finance Foundations
LinkedInAug, 2021- Nov, 2024 -
Customer Service: Handling Abusive Customers
LinkedInAug, 2021- Nov, 2024 -
Succeeding in a New Role By Managing Up
LinkedInAug, 2021- Nov, 2024 -
Winning Back a Lost Customer
LinkedInAug, 2021- Nov, 2024
Experience
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Global Shares
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Ireland
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Financial Services
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400 - 500 Employee
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Client Relationship Manager
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Jul 2021 - Present
Job Description • Manage the post-sales relationship for strategically significant accounts. • Introduce Service Desk and manage SLAs as part of the post sale handover/ • Serve as the primary client contact and advocate for day to day and escalated issues and requests. • Work closely with implementations, operations and service desk teams to ensure that client is being handled in optimal fashion. • Establish and maintain customer satisfaction across named accounts through… Show more Job Description • Manage the post-sales relationship for strategically significant accounts. • Introduce Service Desk and manage SLAs as part of the post sale handover/ • Serve as the primary client contact and advocate for day to day and escalated issues and requests. • Work closely with implementations, operations and service desk teams to ensure that client is being handled in optimal fashion. • Establish and maintain customer satisfaction across named accounts through account planning, proactive client communications, issue remediation and containment, as well as performance measurement. • Ensure customer receives the up-most value from the Global Shares product. • Leverage internal subject matter experts to help customers optimise their investment, ensure program objectives are being met and measure the value of the solution to their organisations. • Build and execute an account specific relationship framework. • Responsible for all fees and the profitability of your clients. • Monitor and maintain our CRM tool (Microsoft Dynamics) with up to date information at all time. • Meet assigned targets for profitable sales volume and growth objectives in assigned accounts. • Actively grow existing account base to identify new value creation opportunities. • Keep up to date with industry information which could provide value to your clients or value internally.
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Operations Team Lead
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Apr 2019 - Jul 2021
Job Description • Work Remotely and In-Office • Oversee an Operations team, who are responsible for customer and client satisfaction as well as task deliverables • Developed an internal strategy the team use to reach its goal • Currently working with the Learning and Development Team to develop and implement a structured on-boarding process for new hires • Daily management and oversight of day to day company operations • Manage a portfolio of Companies operating employee… Show more Job Description • Work Remotely and In-Office • Oversee an Operations team, who are responsible for customer and client satisfaction as well as task deliverables • Developed an internal strategy the team use to reach its goal • Currently working with the Learning and Development Team to develop and implement a structured on-boarding process for new hires • Daily management and oversight of day to day company operations • Manage a portfolio of Companies operating employee share plans • Interact with clients on operational transactions related to their share plan program • Responsible for overseeing the timely completion of UAT testing • Ensure the timely execution of operational transactions, including data management, reconciliation, processing, reporting and problem solving • Liaise with the client implementation team to ensure the successful on boarding of new clients to Global Shares • Manage client’s financial reporting requirements and ensure effective service delivery • Oversee the organising, development and maintaining of procedural and process documentation related to client companies’ program(s) to ensure accurate transaction processing and minimise risk
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Apple
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United States
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Computers and Electronics Manufacturing
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700 & Above Employee
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Customer Relations Administration
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Nov 2016 - Feb 2019
Job Description ▪ Worked remotely and in Office (Ability to Work Independently) ▪ Final Point of Escalation for Customer Complaints & Internal Stakeholders (Excellent Communication Skills, Strong Negotiating Skills, Strong Working Relationship with key individuals in Operational Region) ▪ Project lead for multiples internal projects aimed at improving processes, productivity, as well as advisor KPI visibility (Project Collaboration, Process Alignment & Improvement, Ability to work with… Show more Job Description ▪ Worked remotely and in Office (Ability to Work Independently) ▪ Final Point of Escalation for Customer Complaints & Internal Stakeholders (Excellent Communication Skills, Strong Negotiating Skills, Strong Working Relationship with key individuals in Operational Region) ▪ Project lead for multiples internal projects aimed at improving processes, productivity, as well as advisor KPI visibility (Project Collaboration, Process Alignment & Improvement, Ability to work with Global Operations, Collaborate across Dept. Function Boundaries’) ▪ Managed the delegation of escalations within KPI’s (Escalation Management) ▪ Responsible for the provision of periodic reports to Global Management (Data Analysis, Create Reports, Root Cause Analysis, Identify Areas of Improvement) ▪ Developed multiple internal KPI reporting tools for Senior Management (MS Office /Apple Based systems) ▪ Oversaw the Cross Departmental Collaboration to address root causes resulting in customer DSAT (Root Cause Analysis, Process Improvement, Customer Focus) ▪ Assist Global Teams in troubleshooting and defining action plans to bring support resolution (Ability to drive resolution through defined process, Strong Negotiating Skills) Awarded Apple Care Excellence Award (Employee of the Year)
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Senior Customer Relations Advisor
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Jul 2015 - Nov 2016
Job Description ▪ Worked Remotely (Ability to Work Independently) ▪ Responsible for Customer Recovery and Retention via inbound phone calls (Complaint Handling, Negotiation Skills, Excellent Communication Skills) ▪ Focus on complex Customer Service and support issues (Ability to Handle Complex/Sensitive Issues) ▪ Develop Creative Solutions to complex customer problems (Problem Solving) ▪ Identify and Escalate emerging product or customer dissatisfaction issues (Identify Emerging… Show more Job Description ▪ Worked Remotely (Ability to Work Independently) ▪ Responsible for Customer Recovery and Retention via inbound phone calls (Complaint Handling, Negotiation Skills, Excellent Communication Skills) ▪ Focus on complex Customer Service and support issues (Ability to Handle Complex/Sensitive Issues) ▪ Develop Creative Solutions to complex customer problems (Problem Solving) ▪ Identify and Escalate emerging product or customer dissatisfaction issues (Identify Emerging Issues) ▪ Identify Opportunities for operational improvements (Process Improvement) ▪ Responsible for Communicating official position of Apple on customer impacting issues (Company Representative) ▪ Empowered to make decisions on behalf of company in regards customer complaints (Decision Making)
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Highline Office Technology
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Ireland
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Retail Office Equipment
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1 - 100 Employee
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Sales Manager
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Feb 2015 - Jul 2015
Job Description ▪ Represent the company at local and regional Chambers’ of Commerce ▪ Sales Presentation to local business leaders ▪ Handle inbound sales calls and emails ▪ Responsible for procurement of new business ▪ Liaise with business partners on contract renewals and up-sells Job Description ▪ Represent the company at local and regional Chambers’ of Commerce ▪ Sales Presentation to local business leaders ▪ Handle inbound sales calls and emails ▪ Responsible for procurement of new business ▪ Liaise with business partners on contract renewals and up-sells
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PGi
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Operations Specialist
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Jun 2014 - Feb 2015
Job Description ▪ Conducted daily quality checks/audits of company/staff operations reporting to department manager (Attention to Detail, Reporting, Feedback) ▪ Modified and Enhanced department processes to improve efficiency (Process Improvement) ▪ Managed operator assisted conference calls for Multinational Clients (Attention to Detail, Presenting and Hosting Experience, Excellent Communication Skills) ▪ Organised and Hosted Global Conferencing Events for Multinational Clients… Show more Job Description ▪ Conducted daily quality checks/audits of company/staff operations reporting to department manager (Attention to Detail, Reporting, Feedback) ▪ Modified and Enhanced department processes to improve efficiency (Process Improvement) ▪ Managed operator assisted conference calls for Multinational Clients (Attention to Detail, Presenting and Hosting Experience, Excellent Communication Skills) ▪ Organised and Hosted Global Conferencing Events for Multinational Clients (Event Planning, Presenting and Hosting Experience, Excellent Communication Skills) ▪ Managed Client Access to Services (Attention to Detail, Excellent Communication Skills) Show less Job Description ▪ Conducted daily quality checks/audits of company/staff operations reporting to department manager (Attention to Detail, Reporting, Feedback) ▪ Modified and Enhanced department processes to improve efficiency (Process Improvement) ▪ Managed operator assisted conference calls for Multinational Clients (Attention to Detail, Presenting and Hosting Experience, Excellent Communication Skills) ▪ Organised and Hosted Global Conferencing Events for Multinational Clients… Show more Job Description ▪ Conducted daily quality checks/audits of company/staff operations reporting to department manager (Attention to Detail, Reporting, Feedback) ▪ Modified and Enhanced department processes to improve efficiency (Process Improvement) ▪ Managed operator assisted conference calls for Multinational Clients (Attention to Detail, Presenting and Hosting Experience, Excellent Communication Skills) ▪ Organised and Hosted Global Conferencing Events for Multinational Clients (Event Planning, Presenting and Hosting Experience, Excellent Communication Skills) ▪ Managed Client Access to Services (Attention to Detail, Excellent Communication Skills) Show less
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Insights by Kantar
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United Kingdom
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Market Research
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700 & Above Employee
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Market Researcher
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Oct 2010 - Jun 2014
Job Description ▪ Worked Part Time during University Studies ▪ Outbound Market Research both to business and residential lines ▪ Modified and enhanced department processes to improve efficiency ▪ Qualitative and quantitative research Job Description ▪ Worked Part Time during University Studies ▪ Outbound Market Research both to business and residential lines ▪ Modified and enhanced department processes to improve efficiency ▪ Qualitative and quantitative research
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Zevas Communications
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Outsourcing/Offshoring
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1 - 100 Employee
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Sales Agent
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May 2013 - Sep 2013
Job Description ▪ Summer Work during University Studies ▪ Outbound Sales ▪ Inbound Sales ▪ Up-selling with current customers ▪ Consistently met and exceeded target Job Description ▪ Summer Work during University Studies ▪ Outbound Sales ▪ Inbound Sales ▪ Up-selling with current customers ▪ Consistently met and exceeded target
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Interaction
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Clonakilty
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Tier 2 CSA
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Jun 2008 - Aug 2008
Job Description ▪ Organised logistics of delivery/collection of client material ▪ Resolution of Client Service Issues ▪ Liaised between multiple clients/businesses ▪ Managed the logistics of sensitive information between clients Job Description ▪ Organised logistics of delivery/collection of client material ▪ Resolution of Client Service Issues ▪ Liaised between multiple clients/businesses ▪ Managed the logistics of sensitive information between clients
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PMD Marketing
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Cork
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Assistant Manager
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Sep 2007 - Jun 2008
Job Description ▪ Managed a team of 20 staff ▪ Resource Management - Organised the work schedule and plan ▪ Training - Responsible for the on-boarding of new staff ▪ Recruitment – Conducted interviews with applicants ▪ Consistently met and exceeded sales targets Job Description ▪ Managed a team of 20 staff ▪ Resource Management - Organised the work schedule and plan ▪ Training - Responsible for the on-boarding of new staff ▪ Recruitment – Conducted interviews with applicants ▪ Consistently met and exceeded sales targets
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Education
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2010 - 2014
University College Dublin
Bachelor of Science (BSc), Sports and Exercise Management -
2001 - 2007
Clonakilty Community College
Community
