Anu Harvey Email & Phone Number

• Promoted to senior role after 4 months and taking over management of key client accounts.
• Studied commercial strategy, market intelligence and competitor insight to create a bespoke journey for each customer
• Combined historical and current data to project future order patterns
• Achieved 100% on-time delivery performance across all my accounts within 6 months, up from average of 75% on-time delivery performance at same period previous year
• Created daily/weekly/monthly usage reports to gauge customer performance and project future revenue
• Negotiated bespoke pricing and terms with key suppliers and achieved significant price reduction in important areas of customer portfolios as well as implementing scheduled deliveries to ensure business continuity

• Studied commercial strategy, market intelligence and competitor insight to create a bespoke journey for each customer
• Created frequent usage reports to gauge customer performance and project future revenue
• Liaised with warehouse management to ensure appropriate stock levels against future projections while avoiding excess unsold stock.
• Achieved the target of 90% of all customer orders to be processed within 24 hours

London, United Kingdom

• Major travel experience provider, I worked in the Visa payment card team:
• Under the Visa umbrella, my clients were individual payment providers in the EU and CIS/SEE.
• Created bespoke B2B accounts for each client. This included creating area-specific pricing, planning and implementing a bespoke digital platform and final QA check on all technical elements before delivery to the.
• Collated and processed monthly usage data to enable accurate invoicing. Achieved and maintained the target of 100% of all reporting to be completed by 10th of each month. Resolved customer queries and complaints to.
• Collaborated with data delivery team to improve internal workflow, the results were implemented across all customers to improve data accuracy.

London

• Leading provider of research databases, e-journals, magazine subscriptions and more. My customers were based in the Nordics, Baltic countries and South Africa:
• Provided day-to-day customer support and service in English, Finnish and Swedish to published KPI’s. Achieved a result of 95% of all queries resolved within 5 business days against a target of 75%.
• Arranged and led training sessions for customers on company products and services via phone, web-based applications and face to face meetings
• I had full autonomy in managing the customers’ experience from negotiating pricing on bespoke products and services to arranging final invoicing on a monthly cycle.
• Twice a year went through an order renewal cycle with each customer to agreed SLAs. Achieved a result of 90% average order retention against target of 75%.
• Trained new team members to company processes and customers’ bespoke standards. Had final sign-off and overall responsibility for their performance during their probationary period.

• Promoted to account manager after 5 months, I managed the company’s public sector accounts:
• Collated contact databases for telesales team to use in making contact
• Acted on leads collected by the telesales team and arranged first introductions with the purpose of acquiring new ad-hoc business.
• Prepared tenders and bids to acquire new multi-year contracts. Frequently travelled to customers’ locations to attend tender presentations. After a successful bid, I handled the implementation of the bid requirements..
• Organised regional marketing campaigns, collated results and implemented any actions as required and managed the stock of marketing materials.
• Attended trade shows and fairs as company representative. I handled all diary management for the MD as well as any key customers attending an annual contract-review meeting

• Translation and interpreting agency. Managed translation projects for public sector customers
• Quoted for each project to agreed pricing, acquired customer approval for each project before proceeding. Achieved a result of 90% orders processed to agreed profit margin against a target of 87%.
• Negotiated rates and deadlines for each project with freelancers and maintained excellent supplier relationships to ensure retention of business and profit margin.
• Coordinated multiple translators, proofreaders, reviewers and typesetters over lifetime of a project to deliver on time and to clients’ specifications.
• Translation and proofreading in English > Finnish, Finnish > English and Swedish > English

London, United Kingdom

• Translation agency specialising in legal translation
• Quoted for each project to agreed pricing, acquired customer approval for each project before proceeding.
• Negotiated rates and deadlines for each project with freelancers and maintained excellent supplier relationships to ensure retention of business and profit margin.
• Coordinated multiple translators, proofreaders, reviewers and typesetters over lifetime of a project to deliver on time and to clients’ specifications.

• Translation and interpreting agency specialising in public sector clients.
• Quoted for each project to agreed pricing, acquired customer approval for each project before proceeding.
• Negotiated rates and deadlines for each project with freelancers and maintained excellent supplier relationships to ensure retention of business and profit margin.
• Coordinated multiple translators, proofreaders, reviewers and typesetters over lifetime of a project to deliver on time and to clients’ specifications.
• Managed junior team members to ensure consistent and effective administrative support to the team.
• Recruited freelance translators for new and existing projects and attended graduate fairs as company representative to establish contact with language graduates.

London, United Kingdom

• Duties:
• Connecting customer calls to interpreters within published Quality Service Indicators
• Managing interpreter availability to ensure appropriate staffing levels at all times
• General office duties