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An experienced emotionally intelligent, International Manager in the provision of services within IT Hardware, Telecommunications and Software manufacturing markets. I am very experienced with B2B and B2C relationships, and working with outsourced support services within the SME and corporate markets.At present managing five diversely skilled multi-lingual departments, over multiple European sites, I am results orientated & delivery-focused. Using my strong strategic management, project management and operational leadership skills I work closely with my teams thereby leading the companies for which I work to attain a level of ‘World Class Service’ throughout their business.As an ILM Level 7 manager I am experienced in leading business-aligned ITIL and ISO implementations and processes. Delivering change management programs and transitioning services and skills through thought leadership, coaching and mentoring. Whether managing colleagues internally or working with customers externally I am effective in all aspects of Service Delivery, building relationships across diverse market sectors.Specialties: Negotiation ManagementStrategic planning/ KPIOperational ManagementPeople ManagementSoftware Development LifecycleQualified in Institute of leadership Mangement Level 7
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Manager - Emea ServicesExfo Sep 2008 - PresentSouthampton, United Kingdom• Implemented and managed, Internal Sales and Demonstration Department in Oulu Finland, recruiting key dual language employees• Led recruitment drive throughout EXFO Europe Ltd• Driven Change through the business enabling ‘SMART’ ethics• Created quality management processes including staff handbook and disaster recovery plan• Managing and monitoring performances through KPI’s• Implemented a Competency based recruitment and appraisal scheme• Created an internal company business case using ‘SWOT’ analysis to encourage and drive through change• Work closely with European Sales Team to facilitate extra sales revenue• Manage company benefit schemes locally• Yearly management of departmental budgets• Coaching/ Supporting/ Inspiring all employees to progress -
Customer Service ManagerInvu Services Ltd Aug 2005 - Aug 2008Northampton, United Kingdom• Transitioned service skills into technically minded employees and departments to aid continual service improvements• Led the integration of customer services with technical support to improve customer experience• Monitored operational performance, systems capacity, budgetary controls, SLAs and KPI metrics• Focused on ensuring effective development, delivery and implementation of Customer Service across all aspects of the Invu business• Designed, led and implemented the three departmental goals, aligned with the business goals• Continuously improving all aspects of customer service, Service desk, consultative work and technical training• Manage Partner Channel relationship• Maintain and develop department processes and procedure• Implemented competency based annual performance reviews with regular reviews• Member of the Acquisition Team
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Customer Satisfaction Manager/ Project ManagerSiemens Network Systems Ltd Jan 1997 - Jan 2004• Monitored managed service performance on, project delivery, systems, budgetary controls, KPI metrics, Service Level Agreements, within Managed Service Contracts• Managed multimillion £ service maintenance contracts in alignment with a NOC Centre [ Network Operations Centre]• Managed a diverse range of customers from Large corporate to SME market, Blue Chip companies i.e.: McLaren F1, House of Fraser, BNP Paribas, Accenture and London Stock Exchange• Set up and chaired difficult Service review meetings with mixed attendees, from CEO to IT Manager • Provided Managed Service Solutions to customers with regards to their support/ contract needs and requirements• Implemented a Continuous Improvement Process• Managed numerous IT Implementation projects within the UK/ Offshore, from inception to completion and handover to Customer
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Store Sales ManagerBoots The Chemists Limited Sep 1992 - Dec 1996Hertfordshire, England, United KingdomRunning all aspects of Store Management from the complete refitting of stores/ departments to managing over 200 employees
Mandy Russell Skills
Mandy Russell Education Details
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Watford Grammar School For GirlsGrammar School
Frequently Asked Questions about Mandy Russell
What company does Mandy Russell work for?
Mandy Russell works for Exfo
What is Mandy Russell's role at the current company?
Mandy Russell's current role is Manager - EMEA & UK Services.
What is Mandy Russell's email address?
Mandy Russell's email address is pe****@****rina.ca
What is Mandy Russell's direct phone number?
Mandy Russell's direct phone number is +197276*****
What schools did Mandy Russell attend?
Mandy Russell attended Watford Grammar School For Girls.
What are some of Mandy Russell's interests?
Mandy Russell has interest in Poverty Alleviation.
What skills is Mandy Russell known for?
Mandy Russell has skills like Customer Relations, Strategic Planning, People Management, Mentoring, Customer Service, Account Management, Business Analysis, Team Management, Team Building, Team Leadership, Negotiation, Salesforce.com.
Who are Mandy Russell's colleagues?
Mandy Russell's colleagues are Jim Aiello, Rahul Bhagat, Anup Hujare, C_shintaro Kubo, Jim Wilson, Sonia Duval, Patrick Bertrand.
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