Production & Support Manager | Service Operations, Installation Coordination | Occasional Project Management

Project Manager / Technical Support Manager @ THE CURVE, Sheffield, UK A bespoke software development and technology consulting company.• Managed bespoke software projects (£10,000 - £400,000) using Agile and Waterfall methodologies.• Collaborated with clients through weekly meetings and account management, ensuring customer satisfaction.• Created and updated Gantt charts, Trello, and JIRA boards for project tracking.• Conducted project resource planning, stand-ups, sprint planning, and retrospective meetings.• Compiled project status reports for clients, management, and stakeholders.• Acted as a client liaison during project handovers and identified short-term goals and risks.• Served as an escalation point for key accounts, promoting growth and retention.

• Managed the Customer Support team and the Technical team, conducted one to one meetings and trainings.• Company's Smart Lighting (IoT) projects management, engineering support, testing & commissioning (on-site and remotely)• Performed market research to identify new opportunities and engaged with executives to establish strategies for pursuing those new opportunities• Served as an escalation point for the company's key customers/business projects.• Conducted the migration of the Customer Service to the new software.• Administrated brand-new Helpdesk software.• Modernised and refined processes for higher customer satisfaction and lower company costs.• Designed and implemented SLAs and improved business/customer support metrics.• Supervised and supported cybersecurity trainings, system tests and audits.

• Managed global customer service centre (UK/IRL/AUS/SA/NL/DE), while reporting to Technology & loT Director and Director of Product Development.• Company's Smart Lighting projects supervising, engineering support, testing & commissioning (on-site and remotely) – UK and European Union.• Prepared complex IoT setups for trade shows and supported company’s Sales Team • Analysed sales prospects’ requirements and proposed the best smart lighting solution• Served as an escalation point for the company's VIP customers/business projects.• Provided objective feedback to software developers and managed issues escalation• Created training materials and conducted IoT (Smart) products training for customers and members of the Global Technical Customer Support team.• Created technical "storyboards" covering new software/ firmware options.• Enhanced the quality, efficiency, and performance of the “Smart” Customer Support team by developing new processes and refining existing ones.• Managed and administrated the Customer support system (Zendesk).• Using GOOEE IoT Building Intelligence Platform administrated IoT (Smart) customers data base (accounts management and devices commissioning)• Created and maintained the Smart Lighting online Knowledge Base (Zendesk, AWS).• Established and supervised the FW update process of loT devices in a factory environment.

• Operated within the automotive parts and service sector for one of the leading global providers of SaaS Solutions across EMEA, Russia, Ukraine and other CIS countries.• Conducted the migration of the Global Customer Support team to the new software (Zendesk / Live Chat)• Supervised a team of 10 international agents, conducting one to one meetings and trainings.• Served as an escalation point for customer complaints and Tier-2/Tier-3 level issues (EMEA/CIS).• Managed Customer Service Centre projects, reporting to the European Operations Director.• Maintained extensive expertise in supervising CIS markets.• Responsible for monthly reporting of EMEA/CIS region customer service.• Improved business quality through processes and procedures designed to exceed targets.• Developed ways to improve overall efficiency and general performance of the business unit.• Enhanced the quality of service by refining processes and creating robust training materials.

• Proactively developed strong customer rapport, acting as the first point of contact.• Created regular detailed information packages to inform VIP customers of promotions and products.• Participated in the development of new service information packages.

• Identified new marketing business opportunities through organic and new customer growth.• Promoted the sales of VIP sports hospitality packages within the Russian and Baltic markets.

• Implemented business development strategies and high-profile marketing programmes to reach financial and operational objectives in new markets• Managed international projects (CIS & EMEA)• Monitored company policies and developed new operational procedures for business in order to increase efficiency• Budget, forecasting, and business development.

• Managed and conducted various media projects (TV, radio, online media)• Budget and business development