As the Head of Operations at Overcast HQ I thrive on optimising processes, enhancing efficiency and driving cross-functional collaboration to achieve mutual goals for us and our clients. With a passion for excellence and a commitment to continuous improvement, I’m dedicated to ensuring smooth and successful business operations for Overcast HQ and our clients.> Lead and motivate the operations team, providing guidance and support to ensure we work efficiently and effectively enabling us to meet our targets and objectives.> Develop and execute operational strategies in alignment with Overcast HQ overall objectives and goals.> Oversee resource allocation to ensure optimal utilisation and minimal waste whilst continuously reviewing and improving operational processes to enhance efficiency and reduce costs. > Implement quality assurance measures to maintain and improve our product and professional services quality, ensuring excellent customer satisfaction.> Identify and mitigate operational risks to prevent disruptions and maintain business continuity. > Collaborate with Overcast HQ teams to ensure alignment and support for operational objectives.> Utilise data analytics to make informed decisions, monitor performance and identify areas for improvement.> Maintain open lines of communication with our clients and partners to address concerns and build on our strong relationships.Overcast is a full stack video storage and collaboration platform designed to help content owners manage their video content easily, effectively and securely. Our mission is to make it as easy to manage video, as it is to manage word documents. Whether video "is" your business, or "enables" your business, we build value through listening to customer objectives and building the tools that can address those needs.Contact me to find out more about how you can empower yourself and your teams with enterprise video management by Overcast HQ - robert@overcasthq.com

As a dedicated Customer Success Manager at Overcast HQ, I am passionate about ensuring our clients’ success and driving meaningful, long-term relationships. My role revolves around understanding our clients’ unique needs, providing tailored solutions, and guiding them on their journey to ensure that they get the maximum value out of our product and professional services.> Spearheaded the customer onboarding process for new clients, ensuring a seamless, smooth and positive experience, helping them to understand and use the product and services effectively from day one.> Managed a portfolio of high-value accounts at large, multinational companies consistently exceeding client expectations and ensuring a great client experience. > Maintained an in-depth knowledge of Overcast HQ product offerings whilst staying up-to-date with our latest features and capabilities enabling me to provide expert guidance and advice to clients on optimising their use of our solutions.> I cultivated strong relationships with our clients, becoming a trusted advisor and point of contact for their needs which resulted in customer referrals and case studies showcasing their successes.> Collaborated closely across our teams to ensure a coordinated approach to client success. This included gathering and analysing customer feedback to identify areas for improvement and communicate insights to our teams which enabled us to prevent churn and maximise cross-selling opportunities. > Organised and delivered training sessions, refreshers and webinars for clients, empowering them to utilise our products and professional services to their full potential whilst demonstrating value and future-proofing business models.> Led and developed a high performing customer success team, resulting in improved customer outcomes and team efficiency through the creation and implementation of customer success plans which outline the goals, milestones and strategies for achieving success with Overcast HQ.

• Facilitate the development, delivery, improvement, and use of a Digital Signing and Document Management System.• Assess and identify current organisational issues of the firm to guide the development of solutions improving operations.• Conference with and supervise staff regarding their duties to design, build, and integrate strategic solutions to advance organisational objectives, enhance performance, and provide a superior client experience on their journey. • Organised and facilitated workshops with a senior teams and individuals at large, multi national companies to support customer onboarding by explaining the features and benefits of the solution.• Build, direct, and motivate small and large teams across global markets to outperform ambitious service goals.• Spearhead comprehensive business development responsibilities to drive operational success, including digital transformation and workflow strategies, organisation, and delegation.• Prepare engaging, informative product training materials to aid in the facilitation of training workshops.• Establish and track progress towards sales goals.• Interact with customers to promote products and services, leveraging extensive sales and marketing experience to garner interest and close sales.

• Advance the overall effective resource planning, management, reporting, and coordination of digital transformation projects.• Foster lasting professional relationships with clients to encourage repeat business and referrals.• Oversee the sales process and product delivery.• Partner with development teams to achieve mutual objectives.• Coordinate business development to expand the markets of Abbey Memorials Ltd and subsidiaries .• Monitor advancement of the Digital Transformation Project in order to provide regular updates and feedback to management at all levels. • Track progress of project research and development, including the engineering and delivery of a bespoke CRM and Document Management System, by analysing the current organisational issues of the firm, consulting and shadowing staff on their duties to design, and building and implementing solutions to optimise the experience of the company, employees, and customers. • Orchestrate the Full Sales and Manufacturing Workflow in alignment with business requirements and resources.• Manage the research and development of Digital CBA (Council Cemetery & Churchyard Diocese Directory). • Spearhead the full marketing transformation from offline, such as major newspapers, to digital, including SEO and PPC, incorporating processes to collect data and analyse marketing campaigns, enabling increased adaptability on what is most effective in the moment.

• Capitalised off of every genuine “sales enquiry” received, evaluating leads in order to identify promising clients and maximise revenue and profit at every opportunity.• Upheld company standards throughout the provision of products and supporting information to clients.• Motivated repeat business by delivering exceptional client service at all stages of the process.• Accrued additional revenue by upselling products as well as switch-selling to preferred products.• Communicated with clients largely over the phone to provide service, facilitating some in person meetings at the office or at PR events.• Maintained an extensive knowledge of product developments within the region, ensuring that I remain a true country specialist with current commercial knowledge and understanding of hotels, flights, and infrastructure.• Prioritised customer service throughout interactions, ensuring that all clients experience a trip that exceeds their expectations.• Cultivated lasting professional relationships with colleagues, supervisors, public and private sector organisations, and the business public.• Facilitated comprehensive training as needed for new and existing staff regarding the basic functions of applications, daily duties, and various sales reports, providing necessary training documents.• Gathered and reviewed necessary information to assist the decision making process.• Assessed current operations and processes to identify improvement opportunities to streamline workflows.• Initiated outbound calls as needed to support daily business functions.• Supported a large transformation of a learning and development function.

• Enhanced the overall customer experience for the customer’s journey.• Formulated and implemented innovative strategies to drive online traffic to the company website.• Tracked and analysed conversion rates to integrate improvements to the website.• Curated and launched engaging, informative digital marketing campaigns.• Expanded brand reach by leveraging a variety of marketing techniques including paid search, SEO, and PPC.• Established and oversaw the social media strategy for the company.• Boosted brand awareness through effective online brand and product campaigns.• Revamped the company website to improve the usability, design, content, and conversion of the website.• Planned, managed, and delegated budgets for all digital marketing initiatives.• Analysed customer research, market conditions, and competitor data to inform business decisions.• Monitored emerging technologies to keep the company at the forefront of developments in digital marketing.

• Organised, executed, and continuously managed strategic campaigns.• Implemented and maintained SEO, PPC, and social media presence.• Delegated tasks among team members to ensure advancement of all day to day marketing activities.• Collaborated with a diverse group of individuals.• Displayed flexibility and a willingness to learn throughout operations.• Leveraged comprehensive IT literacy to advance objectives, executing tasks such as effectively searching on the Internet Field Sales experience.• Oversaw the execution and documentation of B2B and B2C calls.• Built a small team by sourcing and hiring qualified professionals.• Interfaced with customers on a regular basis, displaying exceptional customer service skills.