EU PMO Lead

• May 2023 - Present

Delivery Manager - Client Onboarding (OmPrompt & Elemica)

• Jul 2019 - May 2023

Senior Onboarding Manager / Project Manager

• May 2016 - Jul 2019

* Project Management for the onboarding of new client solutions, and customer rollouts for existing Clients* Detailed project planning and control including project plans, managing deliverables, escalating issues and monitoring performance* Understanding and managing project risks, escalating where necessary and employing one or more mitigation strategies to avoid delays, overspend and quality issues* Providing onboarding and project management support to internal and partner sales teams to assist with securing new business, and/or developing existing business opportunities Show less

Customer Support Team Leader

• Jan 2015 - Apr 2016

* Leading the Customer Support Team* Supervise the provision of first line support to our customers* Monitor and report on performance and identify opportunities for growth and training* Deliver continuous improvement based on analysis* Identify business process improvements* Act as the first point of escalation for all customer complaints and support issues* Comply to ISO9001 and ISO27001 standards

Customer Account Manager

• Nov 2014 - Jan 2015

• Day to day contact with Academic clients by email and telephone • Solving e-access queries • Processing orders/renewals and claims • Escalating ongoing issues • Data entry • Identifying business process improvements • Day to day contact with Academic clients by email and telephone • Solving e-access queries • Processing orders/renewals and claims • Escalating ongoing issues • Data entry • Identifying business process improvements

Business Process Owner

• Apr 2012 - Oct 2014

My role at Swets varied over the years as the company went gone through numerous restructures and changes.My position was a split role incorporating a number of proven key skills. In 2011 I was a strong member in a project team put together to roll out the CRM system Salesforce within the Service organisation at Swets. This evolved into the role of Business Process Owner for Salesforce within the company globally, and I have as a result had heavy involvement in developments of the system to suit the business needs, and further roll out and training.In my day to day work I also looked after a high value sensitive global corporate account, managing the clients’ large subscription base single-handedly, both meeting and exceeding customer expectations. In recent months, I also undertook an acting management role alongside a colleague in the absence of my direct line Manager, who is on maternity leave, and have been leading a customer facing service team. Show less

Customer Account Manager

• Oct 2004 - Apr 2012

• Managing high value sensitive global corporate accounts• Customised management reports and invoicing• Adhering to tight SLAs• KPI reporting• Face to face meetings• Pricing negotiation• Email, telephone and face to face contact with large Corporate client base• Handling escalated queries• Working as part of a large team

Customer Liaison Executive

• Mar 2003 - Oct 2004

• Day to day contact with Academic clients by email and telephone• Solving e-access queries• Processing orders/renewals and claims• Escalating ongoing issues• Data entry

Trainee Reporter

• Sep 2001 - Mar 2003

* Writing and proofreading stories for a local newspaper * Investigating and researching points of interest to the community * Managing a children's magazine and running competitions * Contributing to property and sports stories * Assisting with page layouts * Working to tight and pressured deadlines * Writing and proofreading stories for a local newspaper * Investigating and researching points of interest to the community * Managing a children's magazine and running competitions * Contributing to property and sports stories * Assisting with page layouts * Working to tight and pressured deadlines