Experience

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  Novotek UK & Ireland

  • United Kingdom
  • Automation Machinery Manufacturing
  • 1 - 100 Employee

  • Head of Customer Success & Operations

    • Sep 2023 - Present

  • Internal Sales - Key Account Leader

    • Mar 2020 - Sep 2023

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  thebigword

  • United Kingdom
  • Translation and Localization
  • 700 & Above Employee

  • Account Manager

    • Sep 2016 - Mar 2020

    Manage relationships with a portfolio of client accounts to retain and drive profitable revenue growth. Develop, agree and manage individual account plans and sales pipelines, working with marketing, sales, operations and finance to ensure profitable delivery• Retain existing accounts and revenue• Expand business through identification, planning and winning of new account relationships to grow the client account • Provide customers with a world-class service• Review quotations • Manage an on-going pipeline of revenue and activity• lead with any RFP/Tender/Proposal rebid for clients• Be actively aware of work completed for clients. • Build and maintain relationships with clients to understand their needs, culture and decision making process• Prepare for and attend QBR or other major stakeholder meeting.• Develop, agree and maintain an account plan for each client to achieve sales strategy and targets.• Manage the sales pipeline to ensure annual sales targets are achieved.• Proactively develop sales skills and market/business knowledge, apply best practice techniques and tools to maximise performance.• Unearth new business opportunities

  • Client Services Coordinator

    • Mar 2016 - Aug 2016

    First point of contact for new UK enquiries from all routes to market.Setting up new accounts on CRM ensuring all information is correct and up to date including updated accountsQualify all new RFQ/RFP received and pass to the relevant Regional Sales Director for follow upFollow up on all outstanding quotes to maximize quote conversionComplete all quotations within the required SLA following all operational procedures and including any workflow recommendations to improve client experience

  • Project Manager

    • Jun 2014 - Feb 2016

    Liaise closely with all internal and external resources, including Translators, DTP Operators, Engineers, Proof-readers and other suppliers, to ensure timely delivery of projects to meet client requirements.Responsible for all aspects of the projects managed, including project planning, quality, scheduling, booking resources and provision of status reports (internal and/or to clients as required).Responsible for managing own spend effectively in order to meet financial targets.Conducts, or assists with, risk analysis, root cause analysis and/or project reviews on own projects, as necessary.Manage clients’ needs and expectations, responding as necessary.Responsible for providing clients with quotations as per their requests and specifications, ensuring that the relevant internal and external resources have been consulted as appropriate.Establishes, maintains and develops client relationships.Responsible for documenting all project-specific processes and guidelines, ensuring that they are updated on a regular basis and are available to all relevant stakeholders.Ensures invoicing is completed in a timely manner.Identifies areas in the client's localisation process that could be improved and escalates as appropriate.Responsible for delivering a quality product to the client. Liaises with Global Resources to select the best translator at the best price.

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  BSkyB

  • United Kingdom
  • Broadcast Media Production and Distribution
  • 700 & Above Employee

  • Sales Advisor

    • Sep 2010 - Jun 2014

    Taking inbound calls from customers, new and existingSetting up accounts for new customers finding the best package and product to suit themAssisting existing customers in resolving queries.Working to set targets for productivity and conversion.Following attraction guidelines and quality and compliance guidelines.

  • Staff Introduce a Friend Co-Ordinator

    • Jun 2011 - Nov 2012

    Working alongside the Online Marketing team to co-ordinate the Sky friends and family offer.Answering all intranet articles.Dealing with offer escalations.Liaising with agencies and stakeholders ensuring they are able to easily access the staff discounts we provide them, resolve issues they may have and maintaining relationships between the agencies and BSkyBRunning the micro site using CMSProofing marketing advertisementsLiaising with staff, resolving issues they encounter with referring friends.Reporting on sales volumes and queries received.Distributing staff incentive prizes.

  • Support Staff

    • Mar 2011 - Sep 2011

    Investigating offers not applied e-forms by listening to calls via QfinityLiaising with Outsource Partners and internal managementResolving the complaint/issue finding the best resolution for the company and the customer.Monitoring and collating data to improve processes to avoid future complaints and issues

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  Ventura

  • Customer Experience Advisor

    • Jul 2008 - Sep 2010

    Taking inbound and outbound callsResolving customer queries and complaintsDealing with billing and financial issues