Working in the IT Services department I act as a single point contact for both students and management. Working with internal and external clients across the world I diagnose and resolve technical issues to minimize downtime to the service users. Using my unique problem-solving skills, I obtain sensitive technical and personal data from users in order to resolve critical issues that compromises the viability of the university to operate effectively and efficiently.Utilizing multiple technologies and software is vital to my role, from using the entirety of the office suite to communicate, note take, record keep and log cases; setting up multi factor identification programs on hardware, using the active directory and remote access tool sets to remotely resolve issues.I am proud of working for the University of Leicester as they have helped me develop and hone my skills over my career there. My verbal and written communication skills have increased immensely by collaborating with high level management and PHD students throughout my time at the university. I have learnt to manage my time more efficiently and effectively hitting my KPI and SLA targets throughout my time here. What I will take away from this experience the most however is working with users to resolve complex issues that I would never have been able to without this experience.

Working with Leicestershire Police and Hospital services I acted as a relay to help resolve situations with vulnerable children and adults. Keeping in regular contact with social workers to resolve highly distressing and sometimes volatile situations. Contacting relevant council departments both internal and external to resolve high pressure situations.In this role I had to use multiple communication channels such as voice, email, web and post in order to work and coordinate with the different departments around the country. Using complex government databases including SQL / Access to obtain and utilize data I resolved multiple situations across the county. I took ownership of each case I handled only passing them off once the correct information was obtained enabling me to resolve my cases quickly to the benefit of the individual and/or department.

Responsibilities:• Resolve / troubleshoot (technical) queries in a professional, efficient and timely manner. Providing Data Exports within agreed SLAs.• Training and Guidance on a portfolio of Healthcare Intelligence Center web based platforms.• Set up training for clients on Pharmaceutical and Medical Intelligence Centre’s.• Coordinate, assist and facilitate sales/analyst interactions with existing client needs, by providing an effective link.• Effectively communicate and promote new reports, analytics and consultancy offerings to existing clients – by calling those customers informing them of the service and increasing the number of users of the service through networking.• Field and respond to client service callsAchievements:• Successful prioritization of Tasks regarding clients at Key account levels as well as small to medium account levels.• Account support /customer support experience in a B2B environment. • Using the CRM system and understanding of the importance of CRM upkeep.• Well organised individual with excellent telephone manner, verbal and written communication skills.• Team player, good under pressure, problem solving, positive attitude and a service oriented mentality.• Self-motivated, with proven ability to work efficiently and independently.

In this role I worked with a portfolio manager for B2B clients across the globe needing access to data on medical equipment, pharmaceutical drug test results / drug compositions and access to micro and macro data relating to the stock market. A high level of communication and analytical skill was required to hit client requests. I was also involved with selling our services to the clients to increase our business portfolio and market share. Working in a high-pressure London work environment my teamwork skills were vital to my success in this role.

• Resolve / troubleshoot (technical) queries in a professional, efficient and timely manner, including the provision of customer orders for transcripts and articles within agreed SLAs.• Deliver bespoke WebEx training sessions on our products for new customers.• Provide remote and / or site set up of Alerts and searches for customers as instructed whilst promoting enhancements on our different products.• Capture Sales lead request and ensure they are logged appropriately.• Manage ticketing request and queries in a timely and professional manner.• Collaborate with Sales Account Managers, Sales Account Handlers and colleagues in Customer Operations to ensure that issues impacting the customer are resolved quickly and efficiently and customer satisfaction is maintained at all times.• Maintain accurate and current product knowledge across the entire range of Thomson Reuters online services.• Achievements:• Satisfaction endorsements from clients on resolution of issues and solutions.• Recognition of issues affecting services of clients and translating this to the clients in a way that is understandable to them.• Developing internal business relationships with all levels of company colleagues to resolve issues and escalate these in best practice.• Constant improvement of knowledge of products and practices.• Successful prioritisation of Tasks regarding clients at Key account levels as well as small to medium account levels.

Providing Know-how services, transactional analysis and market intelligence for practicing lawyers globally.• Contacting lawyers to resolve trial requests and arranging appointments in different time zones to demonstrate the Thomson Reuters legal solutions services.• Resolving access issues to the legal services and set up for trials and updates effectively and efficiently.• Providing demonstrations, training and value propositions of the services via WebEx online to new and current subscribing International law firms.• Promoting the Thomson Reuters legal services as enhanced combined products and solutions.• Collect new sales leads requests and record all relevant data using the CRM system and pipeline.• Manage subscriptions with regular analysis of usage reports, opportunities and strategies for development.• Highlighting the key values of subscriptions being time saving, increasing revenues, risk management, leverage and brand to senior stake holders.• Collaborating with internal parties to resolve client issues and support other colleagues.• Maintaining high product, market and client knowledge.• Adding new processes and tools to assist with promotion of services to new markets and internal order confirmation procedures.• Liaising with relevant parties both internally and externally to ensure processes are understood, actioned and adhered to with regards to requirements of all parties.• Leading new colleagues and providing experienced insight into markets with education and understanding. • Growing the value proposition and subscriptions of services to subscribers.• Growth of new business and current account management in a hybrid role.

• Lead generation.• Client servicing including training, troubleshooting and maintaining client communication.• Account management.

Content Sales for the Financial Times European fund publication - Ignites Europe.http://www.igniteseurope.com/• Client presentations of a new publication to the market & selling global licenses to key clients at the FT.• Cold calling senior figures/ decision makers within firms providing asset management, investment banking, legal compliance & 3rd party services on a global basis.• Liaising internally with journalists for exclusives, marketing to identify profitable areas of the industry to contact and I.T. Engineers about distribution problems.

Working as a Display Sales Executive where I spoke to current & historic clients. Selling across the mediums of inserts, Press advertising in the Newspaper & the Magazine as well as selling online advertisement. Responsible for maintaining repeat business and researching prospective clients and working on new business accounts. My key responsibilities were; • Exceeding revenue targets.• Selling across the TES portfolio.• Bringing in new business clients.• Maintain business with current clients in the education market and up sell.• Organize meetings with these clientsMy achievements were;• Learning about the education market, competitor titles, the TES & TSL Education.• Selling Online Advertisements for the first time.• Learning about the process of advertising online.

This role was predominantly based in selling National/ Branded account advertising into Trader Media Group products. I was responsible for acquiring new business advertisers and liaising with their media agencies. On a day to day basis I researched & cold called prospective clients as well as maintaining and increasing business relationships with current clients. My key responsibilities included;• Presentations to potential agencies.• Primary Liaison with media agencies & third party providers.• Sales management analysis of targets, highlighting completion of deadlines & delegated additional projects.• Management of group responsibilities including work flow allocation.• Reporting department information to management.My achievements were;• Above target new business acquisitions.• Streamline of current processes.• Completion of projects.• Acquired organizational & management skills.• Completion of Strategic account management sales course, conceptual sales course & Large account management planning (LAMPS) through Millar Heiman Ltd.

I was primarily responsible for sales of recruitment & classified advertisement space. My key responsibilities were;• Sales of advertisement space to the journals & magazines, which Elsevier published.• Good working relations & increasing business with clients.• Cold calling prospects.• Booking of orders with publishing department.• Worked alongside one of the top field sales partners to canvas & map the market.• Sales of new products to existing clients.While in this role my achievements were;• I gained intricate knowledge of the portfolio.• I became a key contact for all clients.• I provided information, which was a great asset to the business as well as for the clients.• I reported sales targets.

In my role as a sales negotiator my responsibilities included;• Calling all applicants, addressing their needs & booking viewings with them.• Viewing properties with & without applicants.• Speaking to clients, the vendors, and providing them with information.• Closing the sale by negotiating between both the purchasers & vendors.• Formalizing this agreement with the necessary administration.• Assisting in the exchange & completion of the property.My achievements were;• Motivating the applicants to book appointments to view property, over the phone & in person.• Success in a role despite no previous experience in the industry.

After graduating from University I worked as Sales Executive at Just Fitness Health Club. The Bannatyne Company has many clubs on a national scale. My responsibilities included;• Duty manager & Club Key Holder.• Day to day management & administration of sales to new members.• Marketing within the local area & mail mergers.• Sales reports.• Process the collection of membership payments using the BACS system.My achievements while in this role included;• Monthly awards for achieving targets & quantity of sales.• Completing Gym procedures for Targets & normal operating procedures.• Health & Safety and Emergency action plans.• Certificate of excellence from Metamorphose International plc.