Build Relationships with Key StakeholdersConduct regular Service Review meetings with customers ensuring support and service is reviewed, providing performance statistics and reportingDeveloped and presented reporting, with a focus on contractual SLA’s.Driver improved customer experience through tangible feedback from customer and internal sources. Develop and manage Continual Service Improvement Plans (CSIP) Manage multiple teams to resolve complex systems issues Targeted and trending analysis for the customer and internal colleagues across multiple service towers.Increase customer satisfaction Act as the primary interface with the customer, being responsible for all operational issues related to delivery of services Resolve escalated service issues, to ensure minimal impact and risk to the customer’s solution, acting as Major Incident Manager where required Manage the SLA (Service Level Agreement) between the Company and the Customer Manage OLAs and relationships with partners and third-party suppliers Review service proposals to ensure operational capability Use service meetings to promote further commercial activity on the account

Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaintsResolves customer inquiries and complaints fairly and effectivelyProvides product and service information to customers and identifies up-sell opportunities to maintain and increase income streams from customer relationshipsRecommends and implements programs to support customer needs

Part of an exciting project for online/ 3rd party sales with in the Preston Brook call centre. Developed into SMB Admin team.Created and delivered a training program for new apprentice for 5 work streams within this business area.Continuous coaching with a 100% success rate

Worked in the tourist industry abroad for 8 years in various location including Turkey, Balearics and Canaries moving to resort manager in Ibiza for 3 years.Upon my return to the UK I worked as in sales for going places and highlife break in Yorkshire before returning to Liverpool.