Martin Graham Email & Phone Number

England, United Kingdom

Birmingham, England, United Kingdom

As a Customer Solutions Manager at Nexian, I leverage my expertise in cloud technologies, cybersecurity, AI, and automation to drive transformative, client-centered solutions. In this role, I partner closely with customers to understand their unique infrastructure needs, focusing on optimizing their environments with advanced VDI setups, secure cloud strategies, and streamlined processes through automation. My goal is to enhance productivity, security, and scalability, positioning Nexian as a trusted advisor in future-focused IT solutions.

Birmingham, England, United Kingdom

jitterbyte is a Cloud Services Provider created solely for the Channel. We won't sell directly to your customers! Managed Service Providers and Technology Resellers choose us when they are looking for a simple way to deliver secure, subscription-based Cloud Services that fix the problems their customers describe.We’ve invested heavily in our structured approach to working in true partnership, this is what makes us different! Our partner-centric channel approach understands how our partners’ customers buy, creating services that support that goal – the correct customer purchase.

Warwickshire

Birmingham, United Kingdom

I currently work for Npower within their Business Movers Team. I service and manage a portfolio of business customers with a view of retaining business and maximising profits.

Managed teams of 20+ agents across several different campaigns.

for multiple campaigns within The Contact Company's clientele* Supervising agents to help process applications * Dealing with complaints * Call monitoring * Listening to calls for Data Protection checks * Coaching and development of agents * Creating reports to feedback to the Client on productivity * Monitoring service levels and KPIs * Working over multiple campaigns for various clients * Carried out and documented disciplinary hearings * Created Floor plans and organised staffing levels * Supervised new start up campaigns * Client liaison * Taking inbound calls * Confirming applicants details in compliance with the Data Protection Act * Working with Alternative Assistance Providers to provide help to vulnerable applicants * Helping applicants over the telephone with difficulties gaining access to their Digital service through an Aftercare Process * Conducting warm-transfers to Alternative Assistance Providers * Liaising with other teams across the country to provide the best care for applicants * Chasing up missing information * Arranging appointments with security details for applicants * Using internal and external databases to access information * Troubleshooting * Arranging call-outs and engineer visits * Processing payments * Informing applicants of the products and service provided that are available * Building a rapport with applicants * Using different means of communication for applicants with Diversity Requirements like Type Talk Service, Translation Services.; Recruiting, training and managing my own sales team * Generating new business * Adding consumers or businesses to a contractual period of 12-18 months for a telephone contract * Organising Euphony meetings and conferences in the local area to generate new business * Keeping up to date with support systems nationwide of consultants * Feeding back any customer comments to other consultants.

client liaisonopened trading accounts on in house trading platforms.managed clients trading accounts to ensure profit.

Working in the collections department * Taking inbound calls on low risk accounts * Identifying why payments were missed and finding a solution * Moved to a high risk outbound team * Calling customers who had accounts in arrears over 2 months * Controlling the call whilst staying sensitive to the nature of the issue with the customer * Tailoring a solution to the individual and ensuring the rehabilitation of the customer's account * Minimising the damage done to the customer's credit score * Keeping the customer or in some situations having to write them off as bad debt where company policy dictated necessary.

Working for M&S Money primarily on inbound customer services as a 'Tier 1' advisor for their new credit card * Advising customers on all the products offered * Fast tracked to a 'Tier 3' advisor within 6-8 months, which was the highest level of a customer service advisor in M&S when taking calls * Educating myself quickly on the systems and acquiring the product knowledge required for the position * Taking Tier 1 and Tier 2 calls as well as identifying opportunities to offer additional finance * Promoting other products that I thought would benefit the customers' needs * Achieving figures that were constantly above average, however there were no specified targetsAs new products where launched I was asked to move on a secondment to the internet department. I mainly undertook data input role, I was inputting details from the internet for loan applications. This required a high level of accuracy and speed due to a back log. I was able to manage my own work load under no supervision. Due to this, I have a degree of flexibility enabling me to switch between tasks to suit business needs and still provide a high level of productivity.

Working with MBNA Europe Bank on a temporary contract in their sales department * Making outbound calls to existing customers to sell Payment Protection Cover (PPC) * Completing balance transfers on credit cards * Receiving rewards and certificates on a weekly to fortnightly basis for my ability to sell the products consistently * Selling PPC on high value accounts to increase revenue Given the opportunity to work on balance retrieval, I was required to call previous customers to negotiate a better deal on their bank and credit cards, to bring business back to the company whilst remaining profitable. This allowed me to fine tune my customer rapport skills, enabling me to ensure the customer was happy with the rate they received, and to that end, the company retained their customers and I rated within the top ten agents for this role consistently.