Skillcast is a premier digital learning provider that helps companies to train and motivate their employees to act with integrity and comply with various regulations. The Global Client Services (GCS) team at Skillcast deals with clients to manage all aspect of their e-learning on our Software-as-a-Service (SaaS) platform. My role includes:- Set up and manage LMS installations/learning portals for top tier clients- Manage a portfolio of clients and making sure the requests are dealt with and resolved promptly- On-board users, assign courses, and set up communications in consultation with client administrator - Provide support to client administrators and users - Act as a partner with clients - strike a good working relationship with client administrators and train them in-person and using screen-sharing calls, make minor edits to online content, suggest improvement and obtain feedback - Work together with our Head of Client Service and the entire Global Client Service team to maintain strong working relationships- Received several 5* reviews on Feefo in line with the service I provide. https://www.feefo.com/

- This role focuses on the administration and maintenance of customer registrations, customer support and maintenance for all Assess (LMS) products. - This involves creating new organisation hierarchies and setting up users, publishing online learning content and ensuring it is kept up to date. - There is a significant degree of customer contact which involves providing web based and face to face training and support. My role also includes external visits and presentations to corporate clients, with the aim of being proactive in understanding client needs and producing solutions to meet these. - I am able to build strong relationships externally with corporate clients and internally, specifically with our Key Accounts and Corporate Development teams, to provide MI and other information to assist them in their roles.- I am using excel on a daily basis as well as attending on-going training with our help desk in order to be our clients first line of contact with any queries they may have. - Confident at creating e-learning journey's from our site to assist users with their training and development.- Main point of contact for resolving issues with our LMS as well as training companies on how to use the site efficiently and effectively.- I am now heavily involved in assisting the two product executives in upcoming projects such as gamification (including the new CII Insurance Quiz app), MI and upgrading our systems.- I have taken sole ownership of creating an MI based product that will assist our clients as well as our product developers and enable the team to spot trends and dips in the market. I have managed the project from start to finish including researching, developing and implementing.- I am incharge of collating all data on our key accounts and presenting to our sales team in a way that will aid them in upselling and maintaining strong bonds with clients.

- Part of a busy team responsible for handling CII member enquires from exam bookings and ordering study materials to providing information on the various routes to qualification- Managing customer complaints in a professional manner and escalating them to management team, as appropriate- Excellent communication and problem solving skills means that I am constantly able to find the best solution for my customers- Responsible for maintaining CRM system with exceptional attention to detail, to record customer history- Quickly gained a broad knowledge of the financial and insurance sector and the qualifications and accreditation process. I order to provide my customers with the best possible advice

- Responsible for placing technicians to customers in the Rotorua region. Liaising with customers to arrange suitable times for a technician to visit them to complete their broadband installation- Dealing with phone and email enquiries professionally. Successfully identifying customer’s needs and resolving their queries which often resulted in customers requesting to deal with me personally- Excellent diary management and time-management skills- Effectively working in a busy office environment – working on my own initiative to meet daily, weekly and monthly targets - High achiever: consistent high call-stats and minimal ‘jumped’ calls which resulted in a quick progression to Top Priority level

- Dealing with customers on a day-to-day basis to assist with vehicle rental requests- Cross-selling additional products: insurance, GPS systems and child safety seats - Entering customer details and bookings accurately into the Bayswater internal database - Handling phone enquiries, taking customer bookings and making reservations- Ensuring customers were happy and comfortable with their vehicle and other products- Dealing with complaints and coming to acceptable resolutions- Conducting thorough inspections of returned cars- Balancing cash and card payments at the end of each day

- Responsible for car and motorhome hire across Australia and New Zealand- Started as a Customer Service Representative and progressed to Office Supervisor after 4 months- Duties included opening and closing the office each day, ensuring the banking balanced, supervising three junior members and training two new staff members - Ensuring the office was always kept clean and tidy- Maintaining the office supplies, ensuring the archiving and filing were kept up to date - Answering the phones to deal with enquires and bookings- Dealing with customers face-to-face to ensure they had the best experience with Tourism Holdings Limited: greeting customers, processing bookings on the system, ensuring customers had all the extra products they needed for their trip, conducting vehicle demonstrations- Generating additional revenue by cross-selling ‘extras’, e.g. table & chairs, tents and car repair kits- Dealing with complaints, issuing refunds and credits, as necessary- Responding to all emails in a timely and professional manner on a daily basis- Motivating staff and ensuring my team consistently meet aggressive monthly sales targets - Solely responsible for correcting mistakes made by my team, approving refunds and offering goodwill gestures to ensure that THL always provided an excellent customer service experience

- Worked as part of a small dynamic team for a company who provides high speed adrenaline speedboat tours on the River Thames- Responsible for taking bookings and enquiries over the phone, inputting bookings into the internal Customer Relationship System and taking payment for trips over the phone- Updating and monitoring all social media channels on behalf of Thames Rib on a daily basis.- Dealt with customer complaints and arriving at suitable resolutions- Maintained the company website to ensure information was constantly up-to-date- Communicated with third party tour operators that sold Thames Rib experiences- General ad hoc responsibilities: filing, photocopying, research, maintaining records, data entry, sorting and opening post, ordering stationary and maintaining office supplies- Provided cover to the onsite team as required, where I was frequently praised for my excellent customer service skills and friendly nature- Worked throughout the 2012 English Olympic Games which was an extremely busy time for Thames Rib. We were selected to play a role in the Olympic Opening Ceremony which was a huge honour for the business and for me personally