Kian Pace Email & Phone Number

London, Gb

London, England, United Kingdom

Risk Ledger is the supply chain security platform for change makers. Traditional risk assessment processes are broken; a paper shield against cyber-attacks. Risk Ledger removes the burden of inefficient, ineffective admin, so you can do more of what matters.Responsibilities:• Building and managing a support platform for clients, suppliers and prospects.• Creating onboarding materials for suppliers and clients.• Setting, maintaining, and managing key KPIs in order to streamline CS response processes.• Writing, updating and improving Risk Ledger’s knowledge base and help centre content using analytics and user feedback.• Management of company onboarding requirements; setting up devices, onboarding of users, set up/creation of company accounts.Key Outcomes:• Significantly lowered and maintained response and resolution times for users.• Creation of automated scoping tools for increased fluidity between customer service agents and clients seeking issue resolution.• Creation of the company’s first user and product guides that have been circulated.• Building the company’s first mobile device management network, integrated with Apple Business Manager, which has reduced the time required to onboard/off-board devices through more secure remote means.• Automation of in-platform communications to improve customer satisfaction with wait-times on software updates and errors.• Creation of feedback metrics reporting system to inform the product team which improvements would best serve customers going forward.🏆 Winners of the 2024 Tech Trailblazers Award.🏆 Winners of the 2022 Financial Times Tech Champions.🏆 Winners of the 2021 South Summit Industry 4.0 innovation competition.🏆 Winners of the 2019 TechUK Cyber Innovation Den competition.🏆 Winners of the 2019 Cyber Den competition run by the UK's National Cyber Security Centre.👥 Member of the London Office of Rapid Cybersecurity Advancement (LORCA)

London, England, United Kingdom

I focused on establishing and supplying of IT and telephony needs of prison service sites and the staff who work within them, in cooperation with a range of 3rd party suppliers including DXC/CGI, Vodafone & BT. My role was to maximise the effective delivery of support and communication services.Responsibilities:• Establishing and supplying of IT and telephony needs of His Majesty’s prison service sites and staff, in cooperation with a range of 3rd party suppliers including DXE/CGI, Vodafone & BT.• Management of technology selection and rollout, focusing on organisational planning and supplier service level agreements.• Oversaw daily running of IT operations, delivering a smooth flow of daily business requirements.• Understanding individual prison requirements under increasing budgetary constraints and finding creative ways of meeting those requirements within governmental timelines.• Provided high-level device training to both prison staff members and inmates.Key Outcomes:• Oversaw the implementation of new technology at HMP Wormwood Scrubs in which more than 600 new devices were installed.• Managed the technological evolution of five Victorian-era prisons to ensure that information systems were secured, up-to-date, and in line with broader governmental standards.• Creation of new policy, procedure, and manual documents to govern IT usage.• Streamlined high-level IT and network operational processes to ensure continuity amidst ongoing and dynamic staffing changes.• Prison on-site first-response for multiple network and IT outages, which prevented further issues arising from physical security concerns.

Sunderland, England, United Kingdom

• Set growth goals with management, aligned with forecasts and business needs.• Managed social media, SEO, and paid search campaigns across multiple platforms.• Analysed performance using Google Analytics, Orlo, and other tools to optimise strategies.• Handled daily social media engagement, responding to messages and comments.• Managed 16 social media accounts, overseeing content posting and engagement.• Created reports on campaign performance, highlighting key metrics like CTR and sign-ups.• Worked with teams on large-scale social media campaigns, driving engagement post-launch.

Sunderland, England, United Kingdom

• Acted as the primary point of contact for customers, addressing inquiries, resolving issues and providing proactive support.• Coordinating with cross-functional teams to ensure swift problem resolution and smooth delivery of services tailored to customer needs.• Monitoring customer feedback and implementing process improvements to enhance service quality and customer support efficiency.