Kevin Loomes Email & Phone Number

Leicester, Gb

At CAG, I held the position of Head of Technical Account Management, where I played a pivotal role in aligning Customer Support and DevOps functions to ensure proactive measures for product and service availability, stability, and performance. My responsibilities included overseeing reduction of technical support debt and operational overhead, whilst championing customer-centric strategies for product development, deployment, and monitoring.I provided expert guidance on product development strategy and effectively managed customer relations by taking charge of escalations and issue resolutions. Moreover, I led project management efforts and offered technical consultations to ensure smooth operations. Troubleshooting process and technical issues, I developed standard support models to streamline our operations.Additionally, I spearheaded inter-departmental knowledge-sharing initiatives to foster a culture of collaboration and continuous learning within the organisation.Some of my key contributions are as follows:• Cultivated a customer-focused approach to product development and delivery, transforming the company's service culture.• Initiated and led a culture shift towards proactive customer support, improving the company's service reputation and supporting successful contract renewals.• Developed and implemented standard support models that elevated the efficiency of technical support services.

During my tenure as a Technical Account Manager, I spearheaded the comprehensive implementation of an integrated workflow and sales platform across nine European markets for a high-value automotive manufacturer.My role involved meticulously analysing business requirements, constructing business cases, and identifying potential risks to ensure the seamless execution of projects. It’s worth mentioning that, I directed the steering process for project prioritisation, successfully securing budget approvals and managing financial resources effectively.I facilitated cross-functional team collaboration by co-ordinating with multiple offshore and onshore teams, supporting strategic objectives, and fostering a culture of teamwork. Through these efforts, I aimed to ensure the alignment of project deliverables with organisational goals.Following are my major achievements as Technical Account Manager:• Integrated BCA Logistics into BCA group frameworks and methodologies.• Oversaw solution enhancements, upgrades, and continuous improvement of working practices, aligning with evolving business needs.

Birmingham, United Kingdom

During my role as Business Solutions - British Car Auctions/BCA Logistics, I focused on repairing vital customer relationships and implementing a robust change management process to enhance service delivery standards.I successfully integrated logistics operations seamlessly into group-wide systems, thereby streamlining efficiency and supporting business expansion initiatives. Additionally, I managed various IT projects aimed at aligning technology solutions with strategic business goals.In this capacity, I effectively co-ordinated with stakeholders to manage expectations and drive the success of projects. By fostering collaboration and communication, I ensured that project outcomes met organisational objectives and contributed to overall growth and development.My key success for this role is:• Successfully repaired and strengthened a key customer relationship, restoring trust and service satisfaction.• Enhanced IT department's support capabilities to facilitate growth of a critical business area.• Managed and aligned technology requirements with business objectives, ensuring effective solution delivery.• Maintained clear communication with stakeholders, managing expectations for successful IT project outcomes.

During my tenure as IT Manager/Head of Business Intelligence, I was responsible for overseeing CRM and Data Integration systems.Through strategic oversight and technical expertise, I contributed to the smooth functioning of critical IT infrastructure, enabling the organisation to achieve its business objectives.Here are my proudest achievements:• Developed and deployed a self-service reporting system to enhance data accessibility across the BCA UK group and free up resources by releasing 15 FTEs. • Implemented a robust document scanning and storage solution, safeguarding 750,000 documents with a combined value of £19M.

Development, installation and deployment of Symantec CRM system including integration with sales and marketing operations. Documented and implemented a disaster recovery plan for core network and file and print server. Configured and installed Novell server, network and workstations.

Planned and managed the transition from Pegasus accounting system to MRP2 system, including data recovery and conversion.

Foundation

Certificate, Carbon Literacy, Pass

Activities and Societies: Impact of Climate Change International Policy Measuring Carbon footprint Business StrategyAutomotive Industry.

Ba, Architecture

Level 5 Diploma, Retrofit Coordinator