Changing how customer can feel safe in payments online

Working closely with the MD at Gradian Systems we have developed a highly successful customer engagement programme.Gradian is Symantec’s No. 1 Security Partner in the UK, possessing deep skills and knowledge of Symantec products and have established a proven and robust approach to managing these applications: this allows us to provide a premier service to our clients whatever their size.As the engagement and success professional I am focused on successfully on boarding customers and managing them throughout the implementation phase, moving away from break-fix to a collaborative relationship. Helping embed delivery and service: becoming a representative of their organisation within Gradian.Building a bespoke schedule of contact/ engagement through which we consult and advise. Keeping track of what is important to the customer, positioning the advantages whilst understanding the risks. Building strong, honest, long-term, strategic relationships helping them to achieve unique business objectives by continually establishing, monitoring and evolving agreed KPIs.Success is when our customers achieve their Desired Outcome through interactions with Gradian

Arts Alliance Media are currently the worldwide leader in digital cinema, offering a complete range of services across exhibition and distribution. As a project coordinator I supported two project managers and assisted in the delivery of projects worldwide, delivering both hardware and software. I was also responsible for the UK which involved a vast amount of account management, sales and project management. Another major part of my role was creating and administrating a change control process which was successfully rolled out across the business. My project coordinator obligations also included resource planning and forecasting, scoping and change management, stakeholder and client management.

Responsible for the Electronic Training Records System throughout the whole of Healthcare, Education and Defense. Rolling out the system across over 100 sites nationwide, not only introducing the sites to an electronic system but a whole new way of thinking and processes at site level, beginning the long process of standardising training procedures across the company .The role involved a significant amount organisation and coordination between me, the developers, sites, trainers, employees and the Client, under challenging circumstances. Plus some sales skills to get everyone on board and willing to adapt to a new way of working. All the time making sure that training standards on site never dip and that we continue to exceed the clients expectations.

My role as IT Support Coordinator encompassed general technical support and guidance to over two thousand end users as well as supporting the IT Team and coordinating projects. I also managed and acted as a point of escalation to the Helpdesk which is outsourced to a third party. A large part of the role was providing support to eight IT Project Managers, raising orders, coordinating between suppliers or Clients and the Project Managers, raising PO’s, processing invoices, managing diaries, creating a secure and reliable base for the Managers to work from.

My role demanded a high level of customer contact and empathy, excellent communication and organisational skills, the ability to problem solve and manage issues through to resolution. I was responsible for installations of new sites, upgrades and on site maintenance into 4,000 sites of mission critical systems for our Clients.