Reporting to the Vice President of Sales & Marketing, my key responsibilities include: Responding quickly and efficiently to all incoming requests, and effectively communicating with internal bidding resources.Managing commercial bids for Sales proposals and quotations, involving liaising with multiple departments (Finance, HR, Recruitment, Service Delivery, Facilities, etc) Supporting the Business Relationship Management team with administrative work such as Change Orders/Updating… Show more Reporting to the Vice President of Sales & Marketing, my key responsibilities include: Responding quickly and efficiently to all incoming requests, and effectively communicating with internal bidding resources.Managing commercial bids for Sales proposals and quotations, involving liaising with multiple departments (Finance, HR, Recruitment, Service Delivery, Facilities, etc) Supporting the Business Relationship Management team with administrative work such as Change Orders/Updating account information.Planning, tracking and recording all activity and reporting to line manager.Supporting the sales team and line manager in the production of PowerPoint and excel spreadsheets and business growth (KPI: Further profitable service revenue) Key achievements: • Complete redesign of the Sales quotation workbook to enable faster and more accurate price quotes to be generated.• Compiled and maintained the Sales & Commercial department’s Standard Operation Procedures to ensure a structured process was followed throughout the sales process.• Project managed and implemented a new company-wide SharePoint (Information/documentation sharing) site which increased the access and portability of all documentation.• Coordinated and participated in internal and external audits which all resulted in minimal improvement recommendations.• Provided a central point of contact for the sales and marketing team, to enable a strong and dynamic team structure, which in turn promoted a friendly and efficient department. Show less

Responsible for implementing ITIL across Transcosmos Information Systems.

Reporting to the Head of Service Delivery my key responsibilities include delivery of all managed services within my team in accordance with client SLAs and internal KPIs, to a consistent high standard.Managing a busy multi lingual blended shore helpdesk team comprising of first and second level agents and supporting consumer and business customers in the EMEA region. Provide detailed weekly, monthly and quarterly service reviews and present these to the client and internal directors on… Show more Reporting to the Head of Service Delivery my key responsibilities include delivery of all managed services within my team in accordance with client SLAs and internal KPIs, to a consistent high standard.Managing a busy multi lingual blended shore helpdesk team comprising of first and second level agents and supporting consumer and business customers in the EMEA region. Provide detailed weekly, monthly and quarterly service reviews and present these to the client and internal directors on a frequent and regular basis. Also to feed back to my team key factors in the service such as customer satisfaction levels and agent workload.Continually monitor the customer experience with the supported products and our support team and to develop clear service strategies, objectives, and goals in order to improve the overall customer experience while maintaining SLAs.Working closely with service leaders and senior agents to identify and quickly resolve any service issues and ensure continuous improvement within the team. Show less

Reporting to the Service Delivery Manager my key responsibilities included developing and maintaining a quality business relationship with all customers.Manage agent resource and performance.Provide high level professional customer service in an efficient manner.Maintain the day to day operation of the team.Actively promote the team's understanding of relevant tasks and procedural information through effective knowledge management.