Public Sector Account manager supporting the BOB region ( Buckinghamshire , Oxfordshire & West Berkshire )

Assisting clients on their digital transformation journey.

Supporting a team of account managers based in the south of the UK in all products voice related. Looking to assist my customers grow their businesses by utilising BT's cloud & voice portfolio.

Working on a government contract in the Gateways team,primarily working on firewalls.Gained my CCNA in February 2019.

Within this role I dealt with various Business & public sector maintenance renewals contracts. The majority of these renewals are based around CISCO, I also deal with different vendor’s contracts. Within this role I deal am involved in the end to end Journey whilst liaising with both internal and external customer to deliver results and exceptional customer service.Achievements: Results & Customer– Consistent flow of POs whilst maintaining a high level of customer service to maintain BT’s brand Ability to learn – With having no previous Cisco experience all skills and knowledge have been new to myself. I have made a keen effort to gain as much knowledge as possible, Cisco is an area I would like to move forward my career into.Lead roles – I have taken lead roles with different vendors to ensure that we maintain good working relationships with our customers.

I was responsible for protecting BT Business core base of lines & broadband this is achieved by renewing telecoms packages, resolving customer issue & then restoring the customer’s faith in BT. Also looking to upsell to customers too BT mobile & BT cloud phone systems.Achievements: Results – Regularly achieving > 100% in all targeted areas. In 16/17 Q1 achieving over 140% in targeted areas whilst maintaining a high level of customer service.OCIL - Becoming the Operational continuous improvement lead (OCIL) in Oxford COT. Delivering training to both agents & FLMs regarding CI. In this role I work with other COT sites to resolve issues that are having a negative impact on customer satisfaction & employee engagement, whilst driving our costs down also. Reducing costs- As part of the continuous improvement lead I produced an A3 (Method of problem solving) which lead to a 0.2 Million saving to BT business.Effective coaching & management – Delivering a 50% increase in Mobile sales during my management cover.

I was responsible for the end to end deliver of BT Community Challenges & Trouble-shooters across BTB &BTC. Alongside this I deal with our major charity programmes& manage smaller volunteering programmes throughout the year such as Sons & Daughters to work.Achievements:  Participation- Delivered 23% participation rate in volunteering across BTB & BTC against a target of 20%. S&DTW – Over achieved against participation rate in S&DTW by reaching out the programme so sites who have not been involved before & encouraging their involvement. Customer Satisfaction – I delivered strong customer service reflected in feedback by 95% of volunteers stating they were extremely satisfied with my work.