Delivering industry-leading service management to Enterprise customers at a Gartner quadrant leading managed hosting services provider across multiple platforms, including Cloud.Key achievements and responsibilities:• Owning the contract and relationship lifecycle for a portfolio of enterprise customers, with an annual value of over £7 million, from customer on-boarding to managing live services and support.• Delivering contract renewals with a total value of £5 million in H1 2019.• Building customer partnerships through regular, structured engagement and transactional excellence. Engaging contacts from technical up to C-level through regular service review meetings, customer events and technical workshops.• Managing resource across internal teams and being the first escalation point for questions and concerns.

Primary point of contact for onboarding AWS customers; coordinating and monitoring AWS builds from initiation across multiple technical teams.• Delivering Cloud migration projects on time to customers, focussing on right first time by properly qualifying customer requirements and goals and managing technical resource.• Supporting the department in increasing total monthly build volumes delivered from 8 in January 2017 to over 40 in December 2017.• Rolling out training on on-boarding processes across customer facing teams to improve knowledge and relationship.• Successfully developing and rolling out change to process that engaged Onboarding Managers at design stage to improve the customer journey.

Driving service restoration through inter-team collaboration in critical situations for Rackspace’s largest Enterprise customers. Key achievements and responsibilities:• Defining Incident Management process, operational runbook and communications templates.• Managing resource and communicating internally and externally to C-level during major incidents for Rackpace’s largest customers, including out of hours and weekends.• Engaging teams across the business to build awareness of the team brand, processes and value.• Developing and implementing Incident Management support and communication plans for major events such as inter-DC Migrations and Black Friday.• Running post-incident root cause analysis sessions to prevent incident recurrence and drive service improvements. Improving the RCA process by adopting standards and tooling globally.• Mentoring and defining training programme for new Incident Managers.• Winner, Fanatic of the Month– September 2016

Delivering world class customer service experience to customers and colleagues by engaging in a personal manner and demonstrating knowledge of customer’s business objectivesActing as a single point of contact and conduit to internal and technical teams. Delivering projects on time to customers, focussing on delivery right first time by properly qualifying customer requirements and goals.Co-ordinating internal and external resource to resolve customer impacting issues and producing report and root cause analysis documentation. Ensures that the close loop process is being adopted to ensure situations are not being repeated.AchievementsAchieved the following stats in my first year in the role (2013-14)In contract at the start 28.27%In contract at the end of December 61.94%NPS at the start -13NPS at the end +66.7Growth in revenue 2013-201440%Winner – Support Star H1 2014Final 5 position in Rackspace Newcomer of the Year

Supporting Contact Centre agents in handling complaint cases, training and driving consistency in approach. Reviewing outstanding complaint cases on a regular basis. Driving improvement in average open case time from 19.6 days to 9.6 days over a 4 month period and open complaint case volumes by 92% (38 cases in July 2012 to 3 in November 2012)Driving systematic, clear reporting on complaints to end client and designing a new format for reporting on complaint cases. Pro-actively suggesting updates to the report to keep pace with product launches and process change to allow the client to see their impact on customer experience.Ensuring local complaints operating procedures are fully documented and regularly reviewed. Consolidating existing documentation into a consistent set of Working Instructions. Monitoring agents to verify every activity was fully documented and that processes were being correctly followed.Creating and delivering an agent training programme on complaint handling processes to ensure the successful transition of call centre activity from Kingston to Sofia. Further supporting the handover by assisting new agents with escalated cases and advice on best practice.Participation on monthly call calibration sessions and regular quality monitoring of complaint cases through all customer contact channels to ensure processes and soft skills guidelines are followed.

Leading a team of 30 in a busy and time-sensitive environment. Ensuring that customers receive a consistently excellent service and that any issues are communicated at all levels across the business to ensure effective resolution. Key achievements and responsibilities:Currently studying for a Green Belt Qualification in Lean Six SigmaCreation and management of a trials process to improve the initial customer experience of Durrants. Working closely with sales and service staff to ensure processes are followed and reporting to senior managers on the weekly schedule and progress of trials.Designing and delivering a soft skills training programme to all Customer Service staff to improve team confidence and verbal communication style. Reviewing and improving team performance on the broadcast product line. I focussed on a building an improved supplier relationship and drove the team to achieve a 78% improvement in monthly sales figures from Q1 2010 to Q1 2011.Recruited and trained a new team to manage transfer of several hundred accounts into Durrants as the result of the aquisition of a customer list. Designed processes to ensure that this project was delivered 2 weeks ahead of deadline and worked closely with marketing and commercial teams to ensure that customers were effectively onboarded.Leading a group responsible for the creation of an online resource of Standard Operating Procedures to drive consistency in common service tasks and reduce error rates. Reviewed recruitment process for all staff to drive consistency of approach and improve candidate selection process. Developed relationship with recruiters to get improved business terms.

Managing a team of 4 Account Managers, with responsibility for servicing customers in the financial services sector. Coaching them to ensure high levels of performance and accuracy and setting a good example with my own approach.Acting as an escalation point for customer issues and coaching team members on understanding more complex aspects of the system or product suite.Reporting into Customer Service Manager on team performance and customer issues.Working closely alongside the Sales team to secure new business through trials.Delivering industry-leading service; handling complaints in a positive manner and growing relationships at all levels whilst seeking additional revenue streams.Responsible for a portfolio of customers billing worth over £600,000 per yearUsing in-house IT systems alongside expert product knowledge to produce creative and successful monitoring solutions for customers.

Supporting customers in the day-to-day requirements of running media monitoring accounts in markets outside the UK.Researching and ordering outsourced material from partner agencies worldwide, maintaining relationships with suppliers and dealing with all invoices received.Assisting salespeople in the preparation of quotes for international monitoring services through expert product and supplier knowledge.Writing copy for direct mailers and newsletters to promote the department's services.

Selling broadcast material, tapes and transcripts to hit my monthly target.Developing relationships with customers to ensure we were the preferred supplier.