John Traill Email & Phone Number

Coventry, England, Gb

Birmingham, England, United Kingdom

London, England, United Kingdom

Successful management of a portfolio of enterprise customers across different industries. Responsible for the complete customer lifecycle, retention, churn management, product awareness and training. Also customer feedback.Highlights- onsite at the 2023 Eurovision song Contest in Liverpool to deliver the online media centre. The media centre was accessed by 1,300 media representatives, located in 50+ countries, over 18 live sessions. - Brentford Contract activation. Achieved first successful hybrid event. Held at the stadium, doubling the attendance of fans to join an event hosted by Brentford management team, alongside Thomas Frank.- Top 5 revenue ranked customer - successful renewal of service.- 2023 Direct survey sent to my customer contacts. All responses were positive.- highest value upsell opportunities recorded in multiple quarters for my region.- Success project management of new product demos

London, England, United Kingdom

Responsible for live streaming surgical operations and broadcasting to Proximie platform - onsite within the operating theatre, across UK and Europe - Spain, Italy, Austria, Switzerland.Highlights- Travelling to countries through Europe to deliver the onsite support- Being present within Operating Theatres to record and stream state of the art operations.- Project management from onboarding customer, understanding their goals and delivering.

Gloucester, England, United Kingdom

After working in team management for a number of years, I proactively took on a seconded internal role to work specifically on Customer Success. I had responsibility of a base of enterprise customers with the sole focus of product adoption, NPS and churn reduction.Highlights- I achieved multiple of Cisco certifications - Customer Success, adoption and IT admin.- Customer projects focused on adoption adoption of features and products- supported Enterprise customers with different solutions. Including Cisco Webex and BlueJeans- Covid 19 support mass roll-out. During this difficult time I support APAC regions largest customer with the mass rollout of their communication solution. This involved organinsed and support training sessions, through all global time zones, daily customer meetings and a roll your sleeves up attitude to get the project completed.- Design and roll out of adoption checklist. Idea was to track easily the success of mid to small size customers. Churn was identified at this customer level but no check and balances or touch points in place to mitigate. Roll out implemenetation was a success.

Gloucester

As a Team manager for 8 Client Relationship Managers, I was responsible for customer satisfaction for the base of enterprise customers that we supported, as well as all the direct line management responsibilities for the team. Supporting the team to achieve set KPIs, including customer satisfaction, retention and product adoption.Highlights- Managing team split across locations, in London and Gloucester- Temporary seconded management to support business. 3 additional reports, based in APAC (Australie, India and Korea) who were Technical Account Managers.- Creation, by joint collaboration, of dashboard type customer views to determine customer health, flagging areas of attention, to maintain customer health and satisfaction.- supporting team as point of escalation, both onsite and virtual.- Lean Six Sigma Green Belt qualified

Stratford Upon Avon

At DCS I was a team manager for a group of 5 Customer Support Agents and 2 front desk receptionists. Responsible for taking customer orders, checking stock and logistics and having orders dispatched correctly and on time. Highlights- Process improvements with focus on reducing waste. IT solutions highlighting potential upsell opportunity by identifying full pallet and line upsells to give customer better deal and save time in warehouse packing orders.- Onsite customer visits to support team and improve customer relationships- Continuous improvement of process by mapping out individual team process and removing steps, using Lean Sigma philosophy.

As casino operations manager, I directly managed the customer service team, payment security and B2Bon-call service teams. Support was 24/7 and managed to a time to answer and quality of response metric. Reporting analytics regularly to director.Highlights- Interviewing and training a diverse support team.- travelling to Gibraltar to build and train the service teams, following a need to relocate due to licence requirements.- Building CRM rules for call flow and email contacts.- Overseeing a complex B2B alert systemwith defined SLAs by client.

Birmingham, England, United Kingdom

In this highly regulated environment (AGCC Alderney Gaming Commission) I oversaw all casino transactions coming into and leaving the casino. Ensuring we were fully compliant with our promise to the Gaming Commission.Highlights- Implementation of '2step' payment process. Designed and proven to add layer of checks to transactions fitting chosen profiles to mitigate problem gambling and criminal activity, such as money launderings.- Being first to trial machine tagging software in pilot, to be used to identify and block devices.- Representing IGT at compliance workshops and industry events.- Identifying best models for bonus criteria.

Leamington Spa, England, United Kingdom

I managed the Poker Lobby for WPT (World Poker Tour, Virgin Poker and others). Creating and adding events to the lobby and working directly. Working with top players and customers to enhance the content and look of the lobby.Highlights-Creating monitor systems to stop 'chip dumping' for the benefit of IGT and those that play on the tables.- Reducing chargebacks from suspicious activity.- Sharing table activity with Security Team to maintain integrity closely monitoring and linking activity on the tables with money transactions.