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 opportunities within my client baseExplain and demo the value proposition of the company products and services.Lead engagement of the account, both internally and externallyWork to build Account Development Plan and develop with the client Customer Success Plans that deliver value for the client and GPS.Deliver revenue growth for each of my accounts, achieving individual sales targets through the identification and winning of new sales opportunities.Facilitating and owning the agenda for Executive Review, QBR, and MOR meetings and working with members of the Executive team, Operations and Product teams to co-ordinate attendance.Embedding the processes that are consistent with delivering high performance in this field (account planning, pipeline management, deal qualification, reporting and measurement).Build and maintain trusted relationships across multiple internal and external stakeholders including senior leadership, to ensure client satisfaction, adoption and retention.Relay customer feedback and roadmap request to the product team where applicable.Handle and escalate, where necessary, any client complaints or issues which may also cause issues for the rest of the business.

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 point of contact for the client contacts and managing relationships with key stakeholders withintheir business.Identifying growth opportunities with each clientEnsuring SLAs are achieved and client is aware of any potential delaysLiaising with internal developer teams and Heads of Department/Directors to ensure client requests are possibleUpdating clients on outstanding items in a timely manner on relevant platform

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 their business.Retention of current business through regular interaction with key stakeholdersWorking to revenue targetsIdentifying growth opportunities with each clientEnsuring SLAs are achieved and client is aware of any potential delays

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.

• 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• Identifying opportunities with Strategic Account Manager for business growth and development• Client Relationship Management.• Assisting with budgeting, forecasting and monthly invoicing• Monitoring Gross Margin performance on weekly and monthly basis to ensure budget targets are achieved• Managing team of 2 FTE Service Delivery Leads, including setting tasks and targets and developing them• Acting as project lead for big implementations impacting multiple sites• Monitoring KPI performance on daily, weekly and monthly basis to ensure targets are met and Performance Based Income is achieved as best as possible• Ensuring internal corporate processes are adhered to on each site through Self-Assessment audits while on-site

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 are:KPI management and reportingPBI (Performance Based Income) management and reportingImplementations of new processes, programs and projectsProviding ideas on increasing efficiency while reducing costsJoining and leading conference calls both externally and internallyPoint of contact for client escalations in Complaints and RepairUnderstanding all Contact Centre processes and tools in order to assist local sites

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 the definition of procedures and identifying improvements for the front end organisation and supply chain of the HP EMEA Consumer Support.- Assuring the maintenance and updating of documentation and the storage tool used by the front end teams.- Communicate changes to processes in the HP EMEA Process Forum- Take part in Project Task Teams as P&P Subject Matter Expert- Train trainers in how to find and work with process storage tools and the process flowsCompetencies for this position include:- Excellent English written and oral communication skills- Advanced social skills- Pro-active and uses own initiative- Analysis and problem solving abilities- Ability to work in a team and individually- Excellent time management- Flexibility and adaptability- High level of discretion and confidentiality- Holistic approach- Sense for details- Can work under time pressures- Excellent knowledge of MS Office, including MS Visio- Ability to communicate on same level as Senior Managers- Ability to communicate effectively with clients and other third parties

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 Town, South Africa where I have remained as a Subject Matter Expert to help pass over the knowledge they need to become successful. I have also assisted, for a short one month period, with the move of the French Complaints department from Casablanca to Tunisia.

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 across sitesAbility to keep attendees motivated and aware during training sessions

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 the E-education of Entry and Qualifications agents based in India Call CentreManage feedback regarding content creation and translation needsAttend weekly eService Team meetings and HP IPG conference calls with HP Site Editors and HP within EMEA including weekly presentations to HPHave detailed knowledge and experience in eService related IT concepts and tools

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 evening events within the school;Maintain the school information database, SIMS. This includes a quarterly upgradeRecently took part in a massive upgrade of the school network. This included tracing Network Port numbers using a tone tester and re-patching 2 of our 3 network cabinets.To build PC'sTo install and support hardware and software