Stephanie Walls Email and Phone Number

Small online store selling quirky cards and gifts.

Freelance illustrator / Graphic Designer

Managing 260 schools, libraries and other council run establishments within South Lanarkshire. Maintaining and growing relationships with key stakeholders at school and council level.

Providing first class customer service to the top 200 Key Account Schools in London and surrounding areas.Working to and exceeding individual and group sales targets and KPIsActing as a single point of contact for Key Accounts, Multi Academy Trusts and Managed Service sites. Recommending IT Solutions and Services to meet the customer needs.

Providing 3rd line technical support on RM Integris - a cloud based MIS solution for Schools and Colleges. Sharpening processes to provide a more efficient and effective support serviceAdvanced diagnostics and troubleshooting of the applicationManaging migrations of new customers onboarding from other MIS productsOwning escalations from 1st/2nd line Managing complex customer complaints through to resolutionTaking a lead role in onboarding and training/development of new engineers

2nd line helpdesk engineer supporting RM’s school learning platform, Kaleidos. Diagnosing and troubleshooting customer issues via telephone and email. Owning customer issues across their entire lifecycle through to resolution.Improvement focus to continuely review and improve processesEscalation and complaint management

Customer Enquiries and Support HelpdeskFirst point of contact for inbound requests from RM customers and other external service users.Manging several shared email inboxes, webchat, support online, completing administrative work relating to these.Responding to and communicating with customers via phone, email and online within SLAReviewing, categorising and prioritising customer feedback for internal teams, escalating when required.Building excellent customer service relationships both internally and externally, while adhering to policy and procedural guidelines at all times. Maintenance of team sharepoint site