Paul Cater Email & Phone Number

A talented, award winning and skilled Service Desk Manager, with extensive experience gained in Technology and eCommerce Customer Service sectors, working for Global SaaS brands in the Enterprise and Marketplace space.Focused on developing key Customer Service Strategies, I have working, hands-on experience of Ticketing, CRM, Online and Fundraising operations and more recently Content Management Systems and Digital Transformation projects through the use of technology-based initiatives, managing the delivery of solutions designed to increase performance, productivity, quality of service and customer satisfaction.My extensive client management skills is used to establish and maintain long lasting relationships, developing business opportunities and offering a professional approach to a multi-cultural customer base. The clients I have worked and provided support for include some of the biggest venues, promoters and sports clubs in the world. To name a few they include Arsenal FC, Welsh Rugby Union, Chelsea FC, Live Nation, Got Events, AEG, Royal Albert Hall, The O2 London, National Museum of Scotland, National Theatre.Having the ability to conceptualise and think laterally, introducing fresh ideas and managing the development, deployment, training and support of innovative technology solutions.Fully capable of delivering cost effective solutions, enhancing performance and adding value, financially and operationally, to both internal users and external customers.Very experienced in ensuring the Customer Service Team is Customer focused. Particularly adept in creating a World Class Customer Strategy built around Communication, Service Delivery and Continued Service Improvement.Specialties: - Customer Service Expert specialising with Bespoke Software Products and In-House systems.- Introducing Career Paths for Product Support teams and coaching\mentoring team members- Developing Continued Service Improvement plans.- Implementing Cost Service models to ensure budgetary control and obtaining value from Service Desk- Experienced user of ticketing systems and marketing tools working with top consultants- Qualified Prince2 Project Manager and ITIL Qualifications (ITIL v3 and ITIL v4 Foundation)- Service Desk Professional achieving Accredited status (3 star award whilst at Tickets.com) - Managed Service Desk Team, Winners SDI Best Large Service Desk 2020.

Listed skills include Ticketing, Customer Service, Change Management, Problem Solving, and 35 others.