Gemma Mckie Email & Phone Number

United Kingdom

Providing technical consultancy on Lloyds Banking Group's portfolio of Payment Gateway solutions and services to clients. Heavily involved in supporting the Sales Teams with responding to RFIs and RFPs to ensure the product and services are accurately described and to assist with any technical elements.Collaborating with the Product Team, Third Parties and Developers to help scope, design and plan technical payment product offerings as well as helping solve technical problems. Working with third parties to offer additional capabilities within Lloyd's solution stacks.Feeding input into the Product Teams for roadmap planning and supporting them with translating technical documentation into innovative marketing materials.Testing new functionality of the services to build out demo platforms, helping build a visual picture of the service in use during client discussions. Sharing technical, product and process knowledge with the wider teams via training sessions and training tools.

Leading the UK’s Technical Support functions, I played an instrumental role in ensuring that high quality Payment Gateway Solution Support was provided across Verifone’s vast merchant base.I managed a large Helpdesk Department, which consisted of around 40 staff members, split into three teams of 1st, 2nd and 3rd Line Technical Support Analysts, as well as a number of Team Leaders. As Helpdesk Manager I monitored the team’s performance, ensured that all contractual SLA’s were met, and that great service was provided.I was heavily involved in new Omnichannel Gateway product implementation programmes; Coordinating with many key stakeholders across the business, such as Engineering, Product and Pre-Sales to ensure that the new implementations fit the business needs. Regularly engaged with clients to discuss service improvements, aimed at enhancing the relationship and ensuring a strong level of client retention.

Ashford, England, United Kingdom

• Head of the Replacement Services and Commercial Services teams across the UK• Engaged with key suppliers and partners regarding payment terminal hardware RMA services & logistics• Managed the on site Field Engineer Services & operations in the UK. Including payment terminal forecasting, partner management, installations and more.• Resolved any customer queries related to the services• Documented processes and trained the team• Point of escalation for internal and external parties• Heavily involved in managing payment terminal loading, and ensuring that P2PE processes were followed

Managed a team of 3rd and 2nd line Technical Support Analysts, handling the daily activities of the teams and developing improvement plans to deliver high levels of customer satisfaction. I was responsible for hiring team members, training the team and updating the internal knowledge base.Heavily involved in incident management, managing all types of incidents in a calm manner, collaborating with both internal and external parties, analyzing the root cause and future prevention within ITIL disciplines. Responsible for managing and updating problem records, coordinating meetings with Engineering and other internal parties to track problems and identify any measures needed to determine the root cause.I acted as an escalation point for parties to manage any incidents that may have had significant impact. This involved coordinating with various internal teams and third parties to ensure that a resolution was reached, as well as leading communications with the customer.

Ashford, Kent, England

As a 2nd Line Technical Support Analyst I was the second point of customer contact for product solution/technical support for the Omnichannel Payment Gateway product stack.This job role included providing technical support over the phone and remotely dialing into customer’s ePOS to provide remote support, identifying and reporting bugs for in-store and eCommerce solutions, installing new systems, configuring payment terminals, and providing in depth technical support for Verifone's eCommerce products.

As a 1st Line Technical Support Analyst I was the first point of technical support for customers. This role included logging support calls for the support teams, problem solving, helping customers with queries related to the omnichannel Payment Gateway solutions that VeriFone provided, ensuring that high quality customer service was provided.Promoted to Senior 1st Line Agent after one year of service. During my time as a Senior I assisted the Team Leader with additional tasks such as training, assisted with managing the team and created processes/manuals.

I taught group exercise classes in my spare time at Hourglass Fitness Club in Dover.

National Diploma For It Practitioners, Computing, Aaa*

Activities and Societies: Class representative

Level 2 In Fitness Instructing, Health And Physical Education/Fitness

Gcses, 12 Gcses