Richard Sands Email & Phone Number

Coventry, England, United Kingdom

Greater London, England, United Kingdom

Client Services Director for a leading web development company based in the events and exhibitions industry. Responsible for leading both the Support and Account Management Teams driving excellence in customer service. Other key roles and responsibilities consist of:- To lead and nurture the customer facing team to provide the very highest levels of client servicing.- To build strong client relationships at the highest level.- To help identify and convert new business opportunities- To develop best practice in client servicing and to run regular sessions with the client servicing team to share knowledge and experience- To seek and develop client development opportunities.- To contribute to the process to win new business.Achievements in this role include:- A 24% increase in revenue from existing business over a 3 year period - A 10% increase in client retention rates over a 3 year period (from 85% to 95%)

Croydon, United Kingdom

Head of Delivery for a leading web development company based in the events and exhibitions industry. Responsible for leading the delivery team and driving excellence in delivery and quality. Other key roles and responsibilities consist of:- Implementing improved processes for the benefit of the company and for clients- Monitor and control the flow of work through an internal project management system to ensure high levels of efficiency, client satisfaction and smooth allocation of workloads.- Plan, manage and execute detailed project plans ensuring deadlines, budgets and technical requirements are met.- Proactively manage changes in project scope, identify issues and devise contingency plans- Liaising with heads of departments and management to ensure business requirements are being met on a consistent basis.- Personal development for members of the delivery team

Croydon, United Kingdom

Account Manager for a leading web development company based in the events and exhibitions industry. Key roles include:- Being the first point of call for my designated clients- Dealing with day to day support – from simple software tasks to a complete website launch/re-launch and strategic/consultative advice using a custom built CMS. - Successful management of simultaneous projects and prioritising tasks- Building relationships and the growth of the portfolio of work from key clients for the business - Client retention.

Croydon, United Kingdom

Senior Project Manager for a leading web development company. Responsibilities involve the management of a variety of websites, and include all phases of the website build such as design, development, and beta testing and live releases of sites. Additional responsibilities in this role include being handed the major clients for the business to manage ongoing work on a regular basis, including regular visits around the country to liaise with clients face to face. This role includes the management of internal departments and staff as well as outsourced development teams, and is monitored on monthly targets which are successfully met on a regular basis. Internal management meetings were attended on a weekly basis to discuss both individual and team progress on various projects running simultaneously.

Purley

Project Manager for a leading web development company. Responsibilities involve the management of a variety of websites, and include all phases of the website build such as design, development, and beta testing and live releases of sites.

Head of Global Support and Installations for a leading software development company. The company is a multi award winning organisation winning the Queens award for Enterprise: Innovation in 2008, FileMaker Business Driver of the Year award in Europe 2008 and MacWorld Developer of the year award in 2004. Duties include telephone and email support for over 500 existing clients and remote installations for new clients. This role also involves site visits to existing clients and the account management of large clients to ensure they are retained on a yearly basis. Other duties include:- Staff Reviews and regular team meetings- Management meetings on weekly and bi-weekly basis to improve business processes.- Organising staff events to improve team morale- Overnight stays to see clients to discuss installations and support.- Running of two separate teams consisting of 6-10 people.- Ensuring communication is kept between departments within the company- Running reports on weekly basis to monitor productivity and customer service.- Hiring and firing of staff- Interviewing for new recruits.- Representing the company on marketing events.

Head of Global Installations for a leading software development company. The company is a multi award winning organisation winning the Queens award for Enterprise: Innovation in 2008, FileMaker Business Driver of the Year award in Europe 2008 and MacWorld Developer of the year award in 2004. Duties include liaising with company Directors to ensure a successful installation and implementation of business management software with additional duties including:- Project Management of larger clients- Planning and implementation of installations- Accessing large client servers- Installing Software on client servers- Networking software- Enabling/configuring web and proxy servers- Configuring email servers (POP3/SMTP/Exchange)- Creating and maintaining backup schedules- Supporting systems post installation- Organisation of nationwide and international staff schedules- Management of Installations departments worldwide- Maintenance of internal IT at head office- Ordering of technical equipment- Restructuring and implementation of vastly improved internal processes- Debt Management- Creating technical documents/guides for client facing use- Volume testingThis role has also involved a seven-week placement in Australia to oversee the operations of installations and support in the Sydney office and to ensure the smooth running of the business from sales through to implementing the software and supporting post installation.Other roles in the company have included major restructuring of internal processes within the business, liaising with all heads of departments and directors to do so to ensure a smoother, more operational, more successful and more profitable outcome in all areas of the company.

Answering of support calls and emails for 500 clients worldwide. This role included support and maintenance of existing systems. Logging support queries and documenting fixes. Monitoring all requests and answering all queries within the company service level agreement. Excellent writing ability was also used for creating client-facing documents that were distributed worldwide and on global websites.

Bsc, Computer Science

Education record