As the Head of Customer Experience and People at Cubic Interactive, I play a pivotal role in shaping our company's culture and ensuring exceptional service for our clients. My expertise in customer experience drives the development of innovative strategies that enhance client satisfaction and loyalty. At the same time, my leadership in people management fosters a supportive and dynamic work environment, empowering our employees to thrive and contribute to our success. By focusing on both our customers and team members, I help to ensure that Cubic Interactive not only meets but exceeds industry standards, positioning us as a leader in project management software solutions.

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Creating a supportive, collaborative, environment for my team of support consultants to work in. Training and developing their skills to ensure they can be the best they can, ensuring a 1st class level of support is provided to our clients at all times. Supporting my team through apprenticeships and furthering their careers with access to advanced learning and training. Ensuring our clients are getting the best possible use out of our systems through regular contact and account management calls. Providing remote and on site training to clients who purchase our products.Managing day to day running of the support desk and team. Dealing with customer account issues and escalating to account managers where needed. Looking after facilities for the office (cleaners, fresh fruit deliveries, supplies). Organised and planned an office move to ensure we stayed on budget and the move went smoothly. Monthly social event planning for the office and Xmas party planning.

Leading and training a team of support consultants, aiming to offer the best possible support to our Rapport 3 and Gekko clients. Creating a relaxed, open and inclusive environment where my team can be free to express their views and feel valued – a place where everyone enjoys coming to work. Providing training and support for: Rapport3Gekko3rd party Financial Integration with • Sage• Xero• Pegasus Opera• Twinfield • Quickbooks• Access• Open Asset• NewformaExtraction of data into Microsoft power BI using ODATA feeds.

In this role, I dealt with a wide range of tasks and problems. A big part of my time was spent resolving support tickets raised by clients through our support center, which can range from a simple 'how do I'​ to move complex questions and problems surrounding financial figures and reports.No two days are the same at CI, there is always a new and exciting challenge to sink my teeth into and I'm regularly involved in discussions surrounding development of new features and potential problems. Part of my role is 'customer service' based so I get to speak to some fantastic clients and help them resolve issues. The other part or my role is more technical, pulling apart SQL scripts to find bugs, writing reports in sql, configuring invoice templates in Crystal aswell as setting up new client sites and configuring IIS. On a daily basis I use windows server 2008+, SSMS 2008+, office 365, remote connection clients, Windows 10, Mac os.

Application Support Specialist within Optima Legal’s IT department. I was offered this roll due to my experience at Optima using several different case management systems and software packages as well as for my IT/technology knowledge and experience from outside of the business. I have experience in using SSMS 2005-2008, BIDS, Enterprise manager, Dameware, VMware, Teamviewer, RDP, Liberate by Linetime, MS office 2000 - 2010, outlook, linux (Ubuntu), IE8 upwards, Google Chrome, McAfee, Avast, AVG, MBAM, Gparted, Mitral document storage. I also support the companies bespoke case management systems and reporting/MI suites. I can build and configure desktop pc's, replace hardware components, perform repairs/upgrades on laptops, identify hardware faults, install and setup various operating systems/drivers etc along with a working knowledge of networking infrastructures, Wifi security, LAN and WAN. I can also troubleshoot Blackberry, Android, and iOS devices. I am able to confidently deal with general ‘help desk’ type queries from staff within the company, the creation of new client web portal accounts, server availability issues and program errors as well as desktop installations, replacing users equipment and upgrading components. I also assist in the creation of additional processes, screens and jobs that need to be created on the Liberate (by linetime) case management system. I am continually expanding my SQL & report building knowledge.

May 2012 - PresentCase ExecutiveSince moving into this roll I quickly adapted to new processes and a new casemanagement system being introduced to the company.I enjoyed the increased responsibilities placed upon me, including overseeingthe entire completion of remortgage files within the company, handling complaintsand complex queries from less experienced staff.I also enjoyed the trust I gained from my line manager and colleagues thatmy work will be done correctly and to a high standard especially when checkingimportant documents like Title Deeds and setting a whole file to complete.I maintained excellent levels of customer service by building good workingrelationships with some of our clients, being the first point of contact by email andphone for lending officers at some of the countries major banks and buildingsocieties.I gained very positive feedback from the company's client relationship manager,often being left as the sole client contact for queries when he is away from the office.

In this role I assisted a case manager on a workload of approximately 500 live files. My main duties were to ensure all document queues and call back requests are worked within service level agreements, progressing as many file as possible to completion, taking payments, handling complaints where necessary, adhering to anti-money laundering procedures and handling sensitive information according the data protection act . Since gaining the position I increased my productivity month on month and have had no complaints or write-off's. Having worked on both the Barclays and NatWest teams and working over time I

In this role I took on a more basic admin position; sorting post, accurate data input, scanning documents onto the in house case management system and Faxing documents. I was also responsible for the daily maintenance and cleaning of scanning equipment, printers and fax machines. I have extensive experience in the use of Microsoft office, Mitral systems and scanning applications. After proving my reliability I was also given the task of dealing with any document requests from case managers and storing any customer passports and marriage certificates. I was also very flexible with my working hours to suit the needs of the department.

In this role I worked for a small joinery firm on an apprenticeship after leaving school. My main duties were manufacturing timber doors and windows and quality checking the finished product. Once I had gained the companies trust I was trained and given the task of professionally spray painting custom made timber windows and door components which I did to the highest standards and won the praise of my manager on many occasions. I underwent full 'health and safety at work act' training at Bradford College, including; safe manual handling, use of ladders, fire safety, control of substances hazardous to health and injury recording. I gained an FCA certificate for the 1st year of my NVQ. This role was terminated due to the economic downturn in 2008.