Liz Walters Email & Phone Number

Hampton

To support the Charity’s portfolio of software applications

Walton On Thames

My multi-faceted role for this niche provider of Judicial Court Case Management software with clients including the Commercial Court, London, UAE and the wider Middle East, includes:Customer Service & User Training:* Working with clients to select appropriate course attendees, composed invitations, managed responses and training schedules* Prepare and deliver customised training, both on-site classroom-based and webinars, including all materials such as manuals, quick reference cards, exercises, reference leaflets, short video clips, slide decks,Customer Support:* First, second and third line support, responding via phone, email or remote access, determining if proprietary software, user, or other hardware/software related.* Investigating reported issues to reproduce and report to developers; post fix, undertake testing and prepare for fix-release to the clientSales support and Marketing:* Sales : requirements gathering, business analysis, workflow mapping, demonstrations, customer documentation, test-scripts, user-acceptance scripts and materials,* Marketing : create & manage all marketing activities encompassing web-site, emails, customer relationship managementOffice Management:reception, company accounts, VAT returns, calculating salaries, tax, PAYE and pensions contributions, invoicing etcTesting and User Acceptance Testing:* Pre-release testing, writing test-scripts, creating ‘Help’ texts,* Liaising with clients (C level, project managers, suppliers) to provide UAT scripts, often writing them on behalf of clients unable to do so.* Using the requirements document, prepare step-by-step tests to prove how each requirement is met, testing against scripts frequently and again when new features are added or upgraded prior to release.* Attend UAT with clients to assist users complete testing.

Dorking

Initially recruited as a Divisional Administrator, I was promoted to Training co-ordinator. Each role is detailed below:September 2003 – July 2005 Training Co-ordinatorI was promoted to this newly created role to :* Create procedures for the expanded Training department* Liaise with customers arranging training courses in the UK and worldwide* Manage trainers’ diaries, negotiated and booked flights and accommodation, maintained training records, and raised invoices* In addition I undertook to oversee the implementation of a new CRM system within the Customer Support Division.September 2001 – August 2003 Divisional AdministratorDirectly responsible to the Senior Leadership team including the General Manger, Customer Support Division and two other senior managers I:* Managed diaries, provided secretarial and administrative support including monthly Board reports, negotiated and booked world-wide travel and accommodation, maintained employee holiday and sickness records, maintained and managed Customer Support vehicle fleet records.* Contacted existing customers to cultivate new and repeat business opportunities* Resolved accounts queries for customers in the UK and world-wide

Whilst my children were pre and junior school-age I ran my own business caring for children under the age of 8, maintained all appropriate statutory records, negotiated contracts with parents, created relationships with local service providers including doctor’s surgeries, baby clinics, health centres and local halls to promote child-minding to parents in the local area.

London, United Kingdom

Recruited as one of fifteen (of five thousand applicants) Management Trainees that year, I combined study for an HNC Business Studies qualification with a variety of three-month work attachments within the airline including:Customer Service at Heathrow and Edinburgh Airports, Marketing, Public Relations, BA Travel shop (Kingston), Travel Agent telephone sales.On completion of my 2 year course, I joined the Marketing department providing administrative support for Business travellers’ ‘Executive Club’.