An experienced and successful B2B Account Manager responsible for the management of over 50, high value and recognisable brands across a variety of industries.Working to build and nurture relationships with each client, quickly understanding and assessing their needs, combining an unparalleled passion for customer service with effective and innovative creative solutions to enhance their customer experience. My personable style and strong communication skills allow me to quickly adapt my approach or language around my audience.Empowered to manage my own time and accounts, my responsibilities include contract renewal, project management and championing the customer experience by delivering presentations to influence and engage a broad range of stakeholders across each organisation, highlighting recommendations and improvements for the customer ensuring best practice principles are adopted.

Overall responsibility for providing a streamlined Resource Planning, Business Intelligence and Real Time Management across Thomas Cook UK contact centre’s and first level Genesys telephony support to Thomas Cook UK including the retail division.Decisive and results focused with a passion to deliver consistently high standards which are guided by customer centric principles across the operational environment, working with the business in its drive for long term customer loyalty.An enthusiastic and motivational leader, encouraging a team environment of high performance technical support who deliver best practice principles and actively remain abreast of industry development and research.Achievements IncludeDelivery of a virtual telephony environment through the introduction of Genesys contact centre software across 4 key sites each with various switch solutions, homeworking agents and retail stores. My key responsibilities included ownership of all telephony call routing and IVR journey’s, project management of go live plan across the UK, on-site technical support and assistance, first level issue resolution, incident management, effective communication across the organisation and accurate and timely business intelligence.Implementation of IEX WFM, Alcatel telephony and Qfinity call recording across multiple contact centresManagement of the telephony change request process including a review and rationalisation of phone numbers across the Thomas Cook UK estate, I assumed ownership for the UK number strategy across all customer channels Project Management of the telephony merger and subsequent Real Time Management between Thomas Cook and Mytravel and responsibility of the telephony integration with Thomas Cook and Co-op Travel mergerAccountable for a radical shift realignment programme across multiple contact centres and homeworking to increase consultant flexibility and improve customer contact