Mark Sisson Email & Phone Number

London, England, United Kingdom

London, United Kingdom

• Delivery of online brand building project including assessment of 3rd party providers, product and customer portal creation and data migration of domain name, email and web hosting products.Key Responsibilities:
• Ensured successful completion of the migration projects by maintaining all documentation, including project scope, business requirements, risks and issues log and key decisions. The migration included 150k customers.
• Supported the development of customer website and process flows with internal and third party development teams, building requirements and prioritising tickets for each sprint
• Data management, ensuring data integrity and quality assurance
• Supporting the Retail business needs post migration including product management, business reporting and customer service
• Monitoring and reporting on customer service, sales and marketing programs. Analysing and highlighting success of programs or any potential issuesKey Achievements:

London

• Focused on delivering integration projects following acquisition of companies in France, Sweden and Australia. Project management of the technical, commercial and financial aspects to the integration within a strict.
• Successfully deliver migration of customers from acquired systems to internal systems, including technical, financial and customer data
• Business analysis, gap analysis and definition of target operating model for corporate and retail customers
• Drove the development of technical tools to assist with migrations of customer data. This improved the migration rate from 50 to 300 Corporate customers per week
• Presented and influenced decisions to project sponsors. Created governance structure and project team, including chairing steering committees
• Customer communications throughout the migration process, including individual meetings with high profile or high risk clientsKey Line Management Responsibilities:

London, United Kingdom

• Lead a team of 8 - responsible for the Fulfilment of Domain Management services. Key to this role is ensuring the provisioning of an end to end, consistent customer service experience. The team leader is responsible.
• Hiring, line management and personal development of the Customer Service Team
• Trained team members on Legacy system and created documents processes
• Responsible for tracking and achieving email response and order targets
• Manage client escalations and gave permanent solutions to increase customer satisfaction
• Created weekly and monthly reports analysing the data and proposed new processes for improvements

London, United Kingdom

• The Customer support specialist is responsible for fulfilling customer orders and for providing customer support. Key to this role is ensuring customer orders and emails are processed within SLA's and to a high.
• Provide advice and support to clients regarding domain name procedures
• Develop customer relationships and provide feedback internally of customer requirements and how service can be improvedKey Achievements
• Achieved 100% individual monthly targets
• Acted as Team Leader in their absence from 6 months into the role