Emma Elson Email & Phone Number

Poole

Within my role as Customer Support and Training Consultant I am a key member of the support desk responsible for logging calls and emails and problem solving so these queries are dealt with in a timely manner ensuring they are seen through to completion.I conduct training sessions for existing and new customers on the school administration programme, both online webinars and onsite visits; this involves creating a tailor made training schedule for each customer depending on their requirements and ensuring they are confident to use the programme so their day to day job is more efficient. It also requires listening to the customer and understanding how their business works, taking into account the needs of all the different roles and departments to get the program working in the best way possible.I also keep help documents and process manuals up to date with relevant product changes and enhancements as well as creating training videos for our customers. I analyse areas where there is a need for clearer understanding and more explanation and focus on these for the documentation. These are key for those customers keen to implement “train the trainer” across their organisation

As a Customer Service Assistant I carried out investment and cashiering duties, performing transactions for customers visiting or writing to the branch and balance my till on a daily basis. I also opened new investment accounts and respond to customer queries and identify sales opportunities through discussion and make referrals to other members of staff where appropriate. I was responsible for keeping up to date with policy and procedures and ensure that they were adhered to. When required I processed mortgage applications from beginning to end ensuring customer service level agreements are met. I was also responsible for helping new starters learn the role and show them the cashiering side of the job.

Bachelor'S Degree, History

Education record