Customer Excellence Consultant

• Jul 2019 - Present

Operational Acceptance Manager

• Dec 2018 - Apr 2019

Creation of a completely new function within Rimilia which will ensure product releases can be provided to Customers as a continuous integration process. To date I have created a Configuration Management System that maps all of the configuration points within the Rimilia applications to ensure full Change Impact Assessment can be undertaken to ensure quality assurance is targeted in the appropriate areas.• Measuring and tracking client satisfaction • Developing profiles of strengths and weaknesses• Specific performance for client satisfaction• Developing a list of actions to increase customer flow and visiting• Overall services satisfaction• After sales and service support• Product Services• Client support service• Product information support• Client care support

Customer Success Manager

• Mar 2016 - Nov 2018

• Customer Manager– August 2017 to November 2018Responsible for:-• 1st Line Support• 2nd Line Support• Technical Implementation set-up and go-live for new Customers• Work Management, Planning & Prioritisation• System upgrades• Existing Customer change and enhancements• Key Account Management of a number of specific clients• Implementation of Customer Success philosophy• Development of KPI reporting & analysis• Creation of Customer Dashboard and League Tables for use across the company using PowerBi• Implementation of new service desk software JIRA• Incident Management• Supporting ISO27001 implementation for Change Management• Mentoring and managing interns on sandwich year from Aston University

Account Manager

• Apr 2016 - Jul 2017

• Undertaking service reviews with Customers face to face to ensure the benefits of the products are still being realised and identifying opportunities for further revenues• Business Analysis reviewing business processes to identify improvement areas• Issue analysis and SLA review• Issue management to ensure Customer communications maintained when required• Providing ongoing training and instructions in the use of the systems

Implementation Analyst

• Jan 2015 - Mar 2016

• Working as part of a team configuring, implementing and training the product solutions to new and existing Customers • Planning and prioritisation

Credit Control / Office Manager

• Jan 2014 - Jan 2015

Office ManagerSigning for deliveries & arranging for post to be delivered. Ad hoc admin duties, scanning documents, making tea/coffee for clients/directors. Looking after generic company email accounts and replying with to with appropriate responses.Manage Holiday calendar for all staff making sure employees do not exceed their allocated amount of days. Managing employee birthdays - preparing cards and presents for birthdays Research and source competitive suppliers. Organise company events. Managing a petty cash box and keep accurate money in/out record. Managing meeting rooms Credit Control• Managing a high value ledger of around 40 live accounts • Opening new accounts • Raising sales invoices • Chasing customers for outstanding debts by phone and email to ensure payments are received within the agreed terms • Allocating and reconciling payments against customer accounts • Resolving/escalating queries • Reporting aged debt • Processing purchase ledger invoices and employee expenses • Reconciling company petty cash• Acting as company office manager • Processing personal expenses through Receipt Bank• Balancing Company Credits cards• Setting up new supplier in compliance with company terms• Using various CMS systems• Purchase Ledger

Accountant

• Jul 2013 - Dec 2013

Working remotely I handle the company accounts, everything from HMRC submissions to issuing contracts to all sub-contractors. The workload is varied, performed to the highest standard and to strict deadlines.• Access Moneysoft Accounting software. • Processing of supplier invoices, issuing sales invoices and reconciling balances.• Chasing outstanding invoices• Ensuring all Sub-contractors are verified through HMRC • Issuing contracts for individual jobs and sub-contractors • Invoice processing, timesheet management and payroll processing for self-employed CIS employees• Preparation of accounting reconciliations and trial balances. • Bank reconciliations. • Submit VAT returns. • Submit Monthly Return CIS300 to HMRC • Submit CIS Deduction to HMRC• Dealing with phone queries and liaising with clients and suppliers. • Various PA and administrative tasks as required. • Arranging Bacs payments. • Other ad-hoc finance related duties. • Other duties as specified by the Directors of SCHJ Security Services Limited. • Ensuring the overall smooth running of company accounts

Sales and Marketing

• May 2011 - Jul 2013

Working directly with owner/director providing realistic projection for the forthcoming 12 months. To oversee all aspects of the marketing and sales division, exploring new avenues of growth potential, web site development and outsourcing abroad. Duties: . Liaising and networking with a range of customers, colleagues, and suppliers. . Organising and attending events . Communicating with target audiences and managing customer relationships . Sourcing advertising opportunities and placing adverts in press – local and national depending on the campaign . Managing the production of marketing materials, including leaflets, posters, flyers, newsletters and e-newsletters . Arranging the effect distribution of marketing materials . Conducting market research including customer questionnaires . Monitor competitor activity

Archivist

• Feb 2010 - Dec 2010

Ensure the integrity and continuity of casefiles, evidence and any related materials. For example certain casefiles and evidence had to be destroyed after a certain amount of time but this had to follow certain strict rules and procedures. I was also responsible for collecting casefiles and evidence to be sent off to prosecution for on-going and cold case review. Ensure the integrity and continuity of casefiles, evidence and any related materials. For example certain casefiles and evidence had to be destroyed after a certain amount of time but this had to follow certain strict rules and procedures. I was also responsible for collecting casefiles and evidence to be sent off to prosecution for on-going and cold case review.

Administration

• Mar 2007 - Sep 2009

Initially started within the sales department, receiving incoming customer queries and orders, distributing promotional merchandise to the relevant sectors of the company where necessary. In addition to these duties I would also be responsible for processing orders myself. Such companies within my personal portfolio included Orange telecommunications, E-ON Energy, NHS, Kleeneze and the O2 Academy among others. Conversing with clients and suppliers from the Americas, the Far East and Europe at times convenient to them opened my role into marketing. I soon made the transition and became the Marketing executive finding the drive and thrill of organizing exhibitions, liaising with clients creating greater brand awareness suited me perfectly. Left due to company restructures.