Experience

Advantage Services (Europe) Ltd

• United Kingdom
• Information Technology & Services
• 1 - 100 Employee

• Services Manager

  • Jun 2017 - Present

  Leading Support and Training for one of the top rated software companies in the country, my role is varied and demanding and involves everything managing a team of specialists in software support and training could do. And a lot more. Floating between our offices in Sutton Coldfield in the West Midlands and Cramlington in Northumberland I also visit our customers all over the country in a business analyst, training or software scoping role as Advantage Services produce our own software, both packaged and bespoke and are a leading supplier and trainer of Sage 50 accounts and payroll, Act!, Exact and Zoho. Since being appointed to this role in June 2017, Advantage Services has become one of the highest rated companies in our sectors on Trustpilot. and in 2020 we became rated as number 1 in our three categories - Accounting Software Company, Business and IT Consulting Agency and Software Company. I believe strongly in Customer Service and working with customers, building relationships and moving ahead together, but to do that you must be able to support and develop your staff in the right areas, building motivation, excellence and innovation in the process. Honesty and integrity are the cornerstones of my working foundation and these are a must in building the right relationships. Come to me with a problem and I'll enjoy it. Offer a potential solution at the same time and I'll love it. Show less



Sage

• United Kingdom
• Software Development
• 700 & Above Employee

• Lead People Development Coach

  • Jul 2010 - Jun 2017

  Actively coaching staff dealing with the Sage 50 Accounts program, Sage 50 Payroll and the Report Designer that underpins Sage 200, and the Sage 50 range of products. The role is extremely challenging both technically and inter-personally as in-depth technical knowledge of the programs and operating systems is required as well as being able to deliver developmental feedback in a style suited to the technician and that ultimately provides empowerment and motivation.For the last few years I have led and managed teams of grad-bay technicians from induction to full-time permanent status, gaining:-* Team leading and management skills* HR knowledge and experience* Change Management knowledge and experience* Motivating skills* Excellent coaching skills* Working with, identifying, and dealing with stat-based and behavioural trendsThis includes producing developmental plans, dealing with behavioural and personal issues and all other aspects of people and team management.I have designed and re-written procedures, guides and dynamic excel reports during this time including trackers and the on-boarding process for the Lead Coach role. I am the Data Champion for the entire Grad Bay at Sage, meaning I link directly with Internal Data and reporting to challenge and liaise any queries and potential problems for the Lead, Associate and Development Coaches, as well as the trainees which number anywhere between 50 and 180 at any time.I still also do consultant work as an emergency stand in and am adept at delivering face to face presentations and training with customers and staff. Show less

• Customer Service Consultant

  • Nov 2012 - Jul 2013

  This seconded role involved visiting clients all over the UK and delivering one on one training and support on Sage 50 Accounts and report designer.

• Quality Auditor

  • Aug 2007 - Jul 2010

  The role involved the auditing of telephone based staff and delivering feedback using the A4 coaching method to ensure a consistent exceptional quality of customer Service is delivered to our customers. Additional duties include coaching, delivering buzz sessions, working closely with managers to ensure staff progression and development, analyzing call trends, producing monthly management reports and recommendations for front line staff.

• Customer Services Technician

  • Oct 2006 - Aug 2007

  This involved answering technical calls for Sage 50 Accounts.



Self Employed

• Tenerife

• Entertainer/Features Writer

  • Feb 2004 - Aug 2006

  Working in various restaurants, bars and hotels in Tenerife as both a lively singing act and compére under the name Paul DeCara. During this time I gained some good sales experience selling tours at various ‘Welcome’ meetings, set up numerous websites for performing artists and rental firms and wrote a fortnightly column in ‘The Paper’. I also designed all artwork, stationery and marketing for the agency I was contracted to, Spotlight Management SL Working in various restaurants, bars and hotels in Tenerife as both a lively singing act and compére under the name Paul DeCara. During this time I gained some good sales experience selling tours at various ‘Welcome’ meetings, set up numerous websites for performing artists and rental firms and wrote a fortnightly column in ‘The Paper’. I also designed all artwork, stationery and marketing for the agency I was contracted to, Spotlight Management SL



The Park Hotel

• Tynemouth

• Head Receptionist

  • Jan 2003 - Feb 2004

  My duties here involved all typical reception duties involved with running a large three star hotel. With three other receptionists working to me, I was the point of contact for all Customer Care enquiries and cashed up from the three hotel bars at the end of my shifts. I left this job to prepare for my move to Tenerife. I was involved in disciplinary, development and recruitment for reception staff. My duties here involved all typical reception duties involved with running a large three star hotel. With three other receptionists working to me, I was the point of contact for all Customer Care enquiries and cashed up from the three hotel bars at the end of my shifts. I left this job to prepare for my move to Tenerife. I was involved in disciplinary, development and recruitment for reception staff.



Sage

• United Kingdom
• Software Development
• 700 & Above Employee

• Various

  • May 1995 - Apr 2002

  I held various positions in the Sage Group, moving up from Customer Care Technician to my final position of Technical Services Coordinator. The majority of the work involved initially answering telephone based technical queries from Sage Accounts software users although I was frequently seconded to Training, Customer Care, Research and Development and Documentation. I was point of contact for Line 50 customer complaints, as well as the R & D to Technical Support Liaison where my duties included participating in product development meetings, product testing, some training and coaching new members of staff, as well as being the technician’s technical point of contact for Line 50. Show less