•Responsible for the scheduling and delivering of Jumpstart (onboarding) training sessions via Webex to internal and external customers in EMEA/APJ/US. •Delivering of Jumpstart training sessions to customers via Webinars and Live Demos. •Organisation of trainer calendars globally to ensure an even workload and consistency across the team. •Maintained a close working relationship with a UK based partner to ensure timely delivery of Jumpstart training sessions. This included assigning and monitoring their daily workload and regular reporting of their activity to senior management. •Writing, editing and reviewing of the training documentation utilized by the KACE Co-Ordination team. •Initiated, designed and managed a campaign to re-engage customers who had not yet utilized their training sessions. This in turn increased customer satisfaction by ensuring the product was being used to its full capability. This resulted in an increase in unit sales and after point of sale services. •Acted as the global primary point of contact for Jumpstart related queries, and involved when required on customer escalations.•Daily Reporting of trainer statistics via Salesforce and Excel to Senior Management. •Management of a busy mailbox of on average 160 Emails a day and reporting of stats to senior management.

•Responsibilities included proactively developing, managing and maximizing revenueopportunities within 120 UK customer accounts. •Providing customer base with tender proposals and quotations on the full range of Dellproducts and services with a fast turnaround.•Coached new account managers on a weekly basis to aid and drive their sales development. •Exceeded Sales targets and quotas by prospecting, identifying, developing and closing sales opportunities during the entire sales cycle. •My main strengths centre on strategic relationship building, account acquisition, business development, selling the complete corporate portfolio of products and solutions, ultimately gaining customer’s complete share of wallet. Additionally I have experience meeting customers face to face at Dell events. Achievements:•Nominated top Dell Account Manager in January 2011. Achieving the highestquarterly result across the 130 strong Sales floor.•Team of the Quarter Award: (Dell Q1 FY09). For achievement of the highest results across the Sales floor consisting of 150 Account Managers.

•Resolution of complaints escalated to Michael Dell, VP’s, Directors, Press Office, Trading Standards, Solicitors, Journalists, Advertising Standards Authority. To provide written updates on these escalations to Senior Management and Press Office. •Liaison between customers and cross-functional staff within Sales, Technical Support and Customer Service Departments. •Root Cause analysis on a daily basis to identify causes of escalations and to implement preventative actions to enhance the customer experience. •Meet customers who visit the front reception with complaints and take ownership of these until resolution and closure with the customer. •Coaching Customer Care Agents and Team Leaders based on call handling and understanding of the Terms and Conditions. •Maintaining strong relationships with customers to retain customers, and to encourage repeat business.

•Responsible for ensuring the service level agreement for missing wrong and damaged orders is kept between the various business units and the courier. •Responsible for writing the procedural manual for transition of the Logistics Department to Hyderabad India.

•During this time, I spent six months working in Hyderabad, India.•Responsibilities included training 45 agents in a four weeks course in all key business processes. The aim of this was to enable agents to effectively answer calls made to the Customer Care Department. This was achieved by classroom training, auditing, remote monitoring and individual assessments. •Responsible for documentation and roll out the procedural manual for training of the Customer Care Agents. •Acted as a Customer Care expert to design flow charts detailing the Customer Care procedures, documented and re- wrote the Customer Care procedures for publishing on the Customer Care website.

•Involved in the day-to- day running of the Customer EscalationsGroup. Key role in various outsourcing initiatives in training and coaching to achieveproficiency and quality metrics within a targeted time line. During this time, I was promoted to Assistant Team Leader of the Priority Care Team. This involved taking the lead on day to day management of the team on forecasting, reporting performance and people management. •Prior to establishing the call center in Hyderabad, India the Customer Care Department wasoutsourced to Stream International Derry: I Spent from October to March traveling to StreamInternational, training new hire Customer Care Agents on the standard operationalprocedures as well as systems training and procedures.Achievement:•Reduction of email and phone transfer rate from a peak of 22% to less than 3%.

•During this time was promoted from Customer Care Agent to Executive. Responsible for managing the returning of customer systems and ensuring that both their consumer rights and Dell’s terms and conditions were adhered to. •Management of a busy mailbox of on average 250 Emails a day and reporting on stats to management. •Attending daily Management meetings regarding the daily operations of the Customer Care Department.

Within the role above I took on the following project as part of my development : •Prepared documentation and training manuals for training new hire Customer Care agents dealing with customers from the Beneleux regions. •I worked closely with the Team leaders to adapt and understand the Dutch operational processes in order to provide those being coached with much higher & accurate standard of coaching.•Worked closely with the Team leaders to adapt and understand the Dutch operational processes. •During this time, I travelled to Amsterdam and was awarded for the Successful management of the training of 15 agents in Amsterdam. Coached and mentored these agents on a one to one basis and in a classroom environment regarding their call skills and implemented an appropriate coaching plan to achieve set targets.