Lisa W. Email & Phone Number

Nurture a portfolio of accounts and courses. Focus on client satisfaction and growth, anticipating needs and solving challenges.

Remote

Account and project managementManaged renewal cycleClient service and supportCreating and reviewing business processesReporting and analysis of sales and service dataISO quality audits, establishing and reviewing client feedback systemsQuality coaching for emails and support ticketsZen Desk and Salesforce report creation.

Manchester, United Kingdom

Manage the service centre and quality teams for BPP:Leading a team of managers in the centre.Creation of KPIs and email/ call quality standards for dual site service centres.Led the quality team to create a suite of management information reports to transparently inform the business of daily performance and SLA achievement which increased service levels to internal and external students/ customers.Created many new processes and policies to improve and standardize service across the organization Introduced benchmarks and service levels along with student satisfaction measurements.

Uk Based

Responsible for field key account management and service provision for key accounts within a defined territory, also, recruitment and development of new resellers to build base and revenue streams. Presenting new products through one to one meetings and product road shows, answering technical questions and providing end user demos. I was responsible for strategically developing the account base and protecting margins.

Burnaby. Canada

Leading a team of customer service reps to exceed company goals. Performance management: Coaching, KPIs, quality reviews and motivation.

Burgess Hill, Susssex

Created department. Managed a team of internal and external account managers for a large Telecom distributor. Responsible for leading team to exceed targets, project managing the department creation, this included; creating SLAs, writing procedures, recruitment, training, launching to the sales channel and writing performance indicators. • Increased sales across dealer channel and account base. Managed key SME and Enterprise accounts. • Developed team of graduates in solution led selling, forecasting, sales cycle and account management. • Ensured demanding support levels achieved.. • Planned tactical campaigns and initiatives. • Developed department from scratch. • Exceeded demanding sales targets during times of change. • Responsible for project managing roll out of Goldmine sales force system across Europe

Foundations Of Online Teaching And Learning, A

This course exposes learners to a wide variety of adult learning theories , learning with technologies, and relevant principles.

Post Grad Diploma In Management Studies, Management

Education record

Education record