Jonny Sands Email and Phone Number

After many years in customer service, I switched departments and moved into marketing. Working on updating the Sage.com website for multiple markets, facilitating projects and managing them to completion, system and process improvements along with dealing with stakeholders on a day to day basis.

This position was a new role within the company and I was asked to take part to help get it off the ground. It is mainly dealing with customer retention and managing customer accounts on a high level. I have developed process maps and other training material to help employees who have joined the team. I have been involved in a lot of the work that has been done to make the team successful. This has included competitor analysis, streamlining processes and offering enhancements to make the team… Show more This position was a new role within the company and I was asked to take part to help get it off the ground. It is mainly dealing with customer retention and managing customer accounts on a high level. I have developed process maps and other training material to help employees who have joined the team. I have been involved in a lot of the work that has been done to make the team successful. This has included competitor analysis, streamlining processes and offering enhancements to make the team work efficiently. In FY15 (our financial year) I have saved the company around £200,000 in customer retention. Show less

Within this role I provided high level customer service to vendors using our Payment Gateway Service. This was done in a variation of contacts (phone, email, live chat) and covered areas of technical support and problem solving. I took part in many focus groups on people development and was enrolled onto a coaching program to train other colleagues.

Working on location directly with clients to build personal portfolio's, corporate advertisements and providing stock photography. In my role, I handle the website updates (www.twelveeleven.co.uk), design, photography work, editing & finance aspects. I am familiar with Photoshop, Adobe Lightroom, Final Cut Pro & other editing software. I have a level 2 in Photography and consider my strengths are people photography (portraits, modelling, fashion etc).

I worked for PayPal through their outsourced call centre, Convergys. In this position I worked with customer/seller disputes and complaints. This was a high pressured role with high demands with regards to KPI's and agent satisfaction. Within this role I held colleague training sessions and was a coach to new members who were going through training.