Tamara S. Email & Phone Number

London, England, United Kingdom

• Education sector, working with UK colleges and universities Client Lifecycle Management: Managed the complete client lifecycle,including onboarding, campaign planning, execution, and review,conducting monthly client.
• Strategic Framework Implementation: Engineered and executed astrategic framework for account management, leveraging predictiveanalytics to optimize renewal pipeline forecasting, achieving a 15%reduction in churn rate.
• Team Leadership: Directed, developed, and trained a team of 6 CustomerSuccess and Account Managers. Set and monitored monthly targets forthe team, driving performance and ensuring alignment with businessobjectives.
• Client Engagement: Conducted monthly meetings with clients to reviewprogress, address concerns, and identify opportunities for upselling andcross-selling.
• Recruitment and Onboarding: Championed the recruitment andonboarding process for new team members within the customer successdepartment and various other departments, including SDRs, CustomerService reps, Product, and.
• System Integration: Led the integration of internal systems with clientsystems for data reporting, including EBS (Tribal), ProSolutions, andHubSpot. Spearheaded the internal integration between Salesforce andHubSpot to.

Oxfordshire, England, United Kingdom

• Manage the customer service team, ensuring efficient and high-quality service delivery.
• Develop and implement customer service policies, procedures, and standards.
• Train and onboard customer service representatives, handle escalated inquiries andcomplaints.
• Monitor performance metrics and conduct regular evaluations, collaborating with otherdepartments for a seamless customer experience.
• Identify opportunities for process improvements and automation.
• Stay updated on industry trends and best practices.

Bracknell, England, United Kingdom

• Spearheaded account management and team leadership efforts for both the UK andDenmark, ensuring seamless coordination and optimal performance.
• Executed comprehensive recruiting, training, and mentoring programs for team members,fostering a collaborative and high-performance work environment.
• Established and nurtured robust customer relationships, consistently meeting and exceedingservice performance, financial targets, contributing to enhanced customer satisfaction andretention.
• Successfully engaged in B2C and B2B sales activities, adeptly setting ambitious targets andimplementing reward structures for the team, thereby boosting sales performance, andachieving revenue goals.
• Led strategic initiatives to enhance the team's sales capabilities, staying abreast of markettrends and identifying new opportunities for growth.
• Collaborated cross-functionally with internal teams to ensure alignment with organisationalgoals, fostering a culture of continuous improvement.

Criminology

Education record