David Arthur Email & Phone Number

United Kingdom

Build close relationship with the client and understand their business objectives and growth strategies.Manage a portfolio of Key and Emerging accounts within the Payments space (circa. 15 different accounts with varying degrees of engagement)Responsible for negotiation of renewals of contracts for existing clientsIdentify and develop upsell and cross sell.

Home Based

Responsible for creating and developing all Account Management processes including:o Weekly review meetingso Quarterly review meetingso Change Request processLeading regular client meetings including Quarterly Business ReviewsProviding daily reporting of completed tasks and client requirementsOverall client relationship managementActing as the central.

Newcastle Upon Tyne, United Kingdom

Leading regular client meetings including Quarterly Business ReviewsOverall client relationship managementPlan own day effectively and efficiently to reach as many clients as possibleResponsible for ensuring correct and timely invoicingActing as the central point of contact for the client contacts and managing relationships with key stakeholders within.

Newcastle Upon Tyne, United Kingdom

CBG Telecom acquired a local telecoms company and I assisted with the managing the relationship and switchover to CBG Telecom with the clients from the old company.Also assisted in the setting up of the Salesforce CRM.

EMEA

• Responsible for the service delivery of several key accounts in the technology, gaming and customer service sectors with circa 500 FTE, including management and support functions
• Primarily working with Contact Centre Manager (CCM) and Assistant Contact Centre Managers (ACCM) to drive best practice across each site delivering the client services.
• Acting as the central point of contact for the client contacts and managing relationships with key stakeholders within their business.
• Driving operational excellence and continuous improvement.
• Leading client meetings, which includes, quarterly and annual business reviews.
• Preparation and delivery of presentations for internal management as well as client management

EMEA

Acting as middle man between the client and the local sites, specifically specialising in the Complaints and Repair areas of the business and reporting to the Client Service Delivery Manager.This involved being the main Point of Contact for the Mentors and Supervisors in Gateshead, Istanbul, Cape Town, Maastricht and Ljusdal.The main responsibilities.

Assist Process Owners or Program/Project Managers in ensuring business processes reflect business needs by offering support in designing, developing, updating, correcting, communicating and auditing processes.This all contributes to ensuring the integration of Support Process flows designed for Contact Centre Operations agents.Tasks include:- Assisting in.

Originally working as a local Trainer and Quality Coach within the Complaints department for Hewlett Packard consumer support, I started working within HPs Global Training team and then took on the role of assisting with rolling out department changes between countries.I have assisted with the move of the UK Complaints department from Gateshead, UK to Cape.

TRAINERDesign and Maintain Training MaterialAbility to adapt to different situationsDeliver Training at Global Trainers via Phone ConferencingDeliver Training to EMEA Trainers via Face-to-Face meetingCreating Training Plans for individualsCo-ordinate and schedule training sessionsAttend weekly Conference Calls with client to enhance training delivery.

Creation and identification of Customer web content needs with strong customer focusCoordination of the localised Fast Content Creation processCoordinate the contribution to and creation of referral support solutionsRegular Quality Assurance testing of HP web sites within scopeRegular analysis of web surveys accuratelyAnalysis of web related reportsManage.

To maintain and repair PCs around the school building;To identify problems with the computers and then repair them, if possible;To create and maintain usernames and profiles for the Staff and Children;Help the Staff and Children with any general problems they may have;Assist in setting up digital equipment such as Projector and "back projection screen" for.