•Business Introduction calls with potential clients and Salesforce.•Commercial presentations•Scoping, solution design, and discovery workshops.•Project Implementations •Day to day Salesforce and Pardot support and continuous improvement to various clients from a variety of sectors.•Working with clients to implement their marketing campaign strategy into Salesforce and Pardot offering best practices to maximise the platform capabilities.•Pardot SME and the go to person offering advice and internal training to fellow Salesforce Consultants.•Client Management - continue to grow out customer relationships.•Advocate of best practice, encourage and lead by example.

•Partner Introduction calls with potential clients and Salesforce.•Scoping, solution design and discovery workshops.•Project Implementations - Salesforce and Pardot. •Day to day Salesforce and Pardot support and continuous improvement to various clients from a variety of sectors.•Working with clients to implement their marketing campaign strategy into Salesforce and Pardot offering best practices to maximise the platform capabilities.•Pardot SME and the go to person offering advice and internal training to fellow Salesforce Consultants.•First Line Salesforce Support including User Admin and Data Loads, Object Management such as Page Layouts, Field update changes and Report Building.•Client Management - continue to grow out customer relationships.•Management Information Reporting – Both Internal and External.•Advocate of best practice, encourage and lead by example, •Content creation for the company website.

Pre game:•Inspect the pitch and markings•Make sure equipment like goalposts and nets are safely set up•Meet with team managersDuring a game:•Follow the play and make decisions•Communicate with your assistants to help with rulings•Control the behaviour of the teams on the pitch, and their coaching staff on the sidelines

•Day to day Salesforce and Pardot support and continuous improvement to various clients from a variety of sectors.•Working with clients to implement their marketing campaign strategy into Salesforce and Pardot offering best practices to maximise the platform capabilities.•Pardot SME and the go to person offering advice and internal training to fellow Salesforce Consultants.•When requried - First Line Salesforce Support including User Admin and Data Loads, Object Management such Page Layout, Field update changes and Report Building.•Client Management - maintaining and improving customer relationships.•Management Information Reporting – Both Internal and External.•Advocate of best practice, encourage and lead by example,

•Project Work - Pardot Implementations including platform training.•Day to day Pardot support and continuous improvement to various clients from a variety of sectors.•Working with clients to implement their marketing campaign strategy into Pardot offering best practices to maximise the platform capabilities.•Pardot SME and the go to person offering advice and internal training to fellow Salesforce Consultants.•First Line Salesforce Support including User Admin and Data Loads, Object Management such Page Layout, Field update changes and Report Building.•Client Management - maintaining and improving customer relationships.•Management Information Reporting – Both Internal and External.•Advocate of best practice, encourage and lead by example, •Work with management to plan and maintain the correct resourcing levels for all BAU, committed, planned and ad hoc work.•Track progression of current work, managing Salesforce Consultants to ensure Service Level Agreements are met and client expectations are managed.•Make informed decisions and take appropriate actions with regard to the BAU operation of services and customers.

•Support web based applications produced for clients.•Analyse data mainly held within a SQL database and XML files.•Use of iBrams management solution building workflows.•Assist with testing systems and other applications to agreed processes/standards.•Take part in review processes with other team members to identify any problems with code.•Log and track all issues using the appropriate departmental tools/methods such as JIRA, NGOAR and REDMINE.•Website and other online system monitoring.•Contribute towards departmental learning within the team environment (e.g. through presentations, team meetings, sharing of knowledge with team members etc.). •Contribute towards the improvement of departmental systems, in order to continually drive effectiveness and delivery of projects for clients.•Provide regular reports/status updates to clients and internal staff on assigned projects.•Work in accordance with Client Service Level Agreements. •Liaise with the Digital Studio Manager to ensure high priority issues are appropriately resourced and resolved in a timely manner,•Solve technological challenges arising from projects using lateral thinking and investigative techniques.

•Managing a team up to 50 Technical support agents.•Responsibility of resource planning, shrinkage, sickness absence, AHT, service levels, quality checking, floor walking providing technical assistance to agents •Providing merchants with support on technical terminal issues covering the vendors that include Ingenico, Spire, Verifone, FD130 and Pogo.•Diagnosis and fault finding that include GPRS, PSTN, Bluetooth, IP Comms and Download failures. •Use of various terminal management systems and databases such as Salesforce.•Team-Box support for various clients and terminal providers •Support various back-office activities•Support on various projects working with clients and terminals providers from initiation to implementation. •Ensure processes are in place and kept up-to-date to support new or additional merchant facilities.•Provide support and technical assistance to the Acquirer face-to-face or by conference call.•Escalation to senior management when trends and issues impact service.

•2012 successfully implemented the setup of a Credit Control and Contracts Department with outsourcing partners in Lahore, Pakistan •Responsible for developing and driving greater efficiency and cost effectiveness in our outsourced Customer Service, Contracts Team and Operations Team which is based in Lahore, Pakistan•Directly managing a team of four in the UK and sixty staff within our outsourcing partners•Responsible for the line management, training and development, workload, resource planning and output of work in both UK and Pakistan•Ensuring business processes are current and relevant•Undertake business travel overseas when required•User system access audits to review business risks

• Manage PIN stock levels for UK products, including daily monitoring and monthly stock ordering.• Knowledge of SQL – Running queries, creating reports and production change requests.• Supporting epay’s congestion charge service closely liaising with TfL, building our TfL relationship and dealing with queries relating to Transport for London Congestion Charge.• Responsible for the creation of Monthly Network Performance Reports and TfL SLA Reports.• Transaction monitoring across the epay platform and escalating any issues• Present at monthly Network meetings and hold the epay IT/TfL monthly meeting.

• Meeting the reporting requirements and deadlines set by the Sales and Managing Directors.• Supporting the National Account Management team providing information and company data reports.• Supporting epays congestion charge service closely liaising with TfL, building our TfL relationship and dealing with queries relating to Transport for London Congestion Charge.• Taking ownership and responsibility for providing product, customer sales and market information to our front office departments and retail base.• Providing monthly sales reports covering sales performance by account and product with analysis tools.

•Worked in Lahore, Pakistan in 2009 / 2010 successfully implementing the setup of a 24/7 365 days a year Customer Service Call Centre for three Countries•Monitoring and updating daily reports for management•Documenting and training on implementation of new systems/processes•WebEx and other training sessions provided via Remote Desktop Connection•Provision of weekly quality KPIs and call stats to management and directors•Documenting and monitoring our keys controls with customer service agents•Maintain and ensure SLA targets are met within the customer service centre•Weekly teleconference calls with our overseas call centres•Liaising with our epay partners in our Australia and New Zealand offices

•Supervising the team to maintain our departmental deadlines and ensure that our work is checked and delivered to the highest possible standard.•Responsibility of the customer service desk for four different countries•Transaction monitoring in five countries, flagging issues where necessary•Sending weekly reports to the Customer Services Manager•Dealing with general customer sales / account enquiries / escalated calls•Resolving technical issues for retailers•Supervising staff ensuring efficiency and providing training where necessary•Ensure SLA’s and all departmental targets are met•Call Monitoring internal staff members to ensure our company standard is maintained•Liaise with epay offices in Australia and New Zealand•Management of various department email Inbox’s•Data Entry

•Dealing with general customer sales / account enquiries•Resolving technical issues for retailers•Transaction monitoring for a number of countries and data entry