Gain, Grow Retain is an open, free community built by and for customer success leaders. Head over to GainGrowRetain.com to sign up for a free account!

 Responsible for achieving the optimal service for my tower across a number of different accounts, including The Home Office, Network Rail, First Group, NS & I and NFUM Provided a solid link between the account and the tower – ensuring effective communication and helping to meet deadlines. Tower technologies included: Web Proxies, Wintel, Unix, Oracle, SQL, Messaging. Performed a great deal of statistical analysis utilizing tools such as InfoHub, SDM 12, and pivot tables in Excel. This was to lead drives in the reduction of ticket numbers across accounts – involving several different teams across wide geographic areas. Owned and managed risks and issues across my accounts. Heavily involved in the successful offshoring of several accounts. Tasks involved: Setting up KT meetings, liaising with Service Management, providing org charts and escalation matrixes, and chairing weekly meetings. Drove a number of service improvement actions on the Network Rail account, whilst the account was under a great deal of focus.

Invited back for a second summer internship with Bluerock Consulting, this time in managing a project to implement a new cloud-based IT system for the entire company. This system was brought in to automate all internal process in the company, including creating Sales Pipeline, Forward Schedule and entering time onto the system.Over the space of 12 weeks, took the system from infancy stages where discussions were still being had over the development and it did not fit the purpose, through to getting consultants and associates entering time online, and producing working reports and invoices.Gained knowledge of how the entire company and industry works, through research necessary to successfully install the system.Worked closely with colleagues from all areas of the company, ensuring that the system achieved all requirements. Dealt with the outside vendor that designed the system on a daily basis via phone and email, and had periodic face to face meetings when necessary.

Worked in the resourcing arm of a management consultancy company operating in the financial industry, with a number of Bluechip clients. Responsible for placing candidates, organizing paperwork and performing candidate searches using Evolve. Lead a project to develop the associate network of the consultancy company in a particular area of the financial services. For this I had to utilize many different routes, such as LinkedIn, Job Sites and making use of our existing network. I was also required to perform research into other consultancy companies, and their divisions.

Worked across all departments on a full time and part time basis, with a variety of duties; including cashing up the till and performing end of day operations for the POS system. Also had to sort out change between different bars, silver service waiting, and liaise between different heads of department.

Warehouse assistant, duties involved assembling orders to be delivered, and organizing orders that had been received into the warehouse. Needed good computer skills due to the fact that the numbers of parts being used was very important.