Tami Heer Email & Phone Number

London, England, Gb

Purchase, Ny, Us

At Mastercard, I play a pivotal role in shaping the success of the newly established Customer Success team by designing and implementing a Target Operating Model. My responsibilities include conducting a comprehensive training needs analysis, reviewing workflows, and optimizing processes to ensure seamless operations and exceptional customer outcomes.

Valencia, Valencia, Es

In my role of Vice President of Customer Success at Forwardkeys. I am responsible for championing the newly formed division focused on delivering the highest level of customer service, customer retention and up-selling opportunities to existing and new clients. •Developing the overarching Customer Success strategy aimed at delivering optimal customer service, catering to the needs of each business vertical and/or client. •Lead the team effectively to drive initiatives designed to retain and create the optimal growth environment with ForwardKeys´ most strategic customers across the globe. •Analyse customer experience and measure effectiveness through KPI’s, including but not limited to customer support tickets, customer retention rate, upsells and cross-sells, product utilization etc. •Implement, improve, and standardize key processes and workflow to ensure a consistent, reliable, and a high-value journey for customers. •Partner with teams outside of Customer Success to create and maintain customer messaging and content that delivers a simple and consistent curated customer experience.

Caesarea, Il

In my role as Director Customer Success:I was responsible for managing various facets of customer success operations within the UK, including client retention, to reduce customer defections. Upheld customer satisfaction by delivering outstanding experience throughout the customer lifecycle. I have leveraged commercial acumen and comprehensive industry knowledge to support with Request for Proposal (RFP) responses (product and technology). I was involved in designing deployment plans and sharing roadmaps to offer advice to customers regarding the company's products and services. I collaborated with the marketing team to support the development of the account through the adoption of innovative strategies and programs. I oversaw the activities of a small team in the UK as well as the operations of a UK start-up. Strategically managed client relationships with travel management companies, hotel chains and airlines these include, British Airways, Lufthansa, Expedia, Booking.Com and others.Key contributions include:• Exploited Atriis platform to achieve a business growth of 300% for the FY2019 and maintain 100% renewal rate.• Developed and built strategic alliances whilst championing Atriis pioneering industry leading NDC (new distribution capability and platform) by working with a portfolio of clients and API suppliers.• Operated on a number of projects to implement new solutions with key clients/suppliers.• Accelerated business growth by mapping customer requirement to Atriis's product solutions and roadmap.

In my role as Senior Account Manager:I functioned to oversee a portfolio of high-profile customer accounts, ensured achievement of revenue and contractual agreements, and led professional commercial presentations. I interacted with stakeholders involved to negotiate contractual agreements, provide commercial awareness, and reduce the cost of sale. I engaged with key decision-makers as well as influencers to establish and maintain relationships. I have utilized Oracle CRM to document sales activities, manage sales pipeline, forecast, and generate thorough reports.Key contributions include:• Recognised by the Business Travel Industry Awards and nominated for Account Manager of the year, becoming a finalist in 2016.• Developed account plans to nurture accounts while identifying potential business and upsell opportunities.• Cooperated cross-functionally to fulfil customer needs and offer strategic direction. • Managed a portfolio of customers for both online and offline of worth £10m in revenue.• Focused on upsell/cross-sell and long-term renewals with a 100% retention rate.

Southlake, Texas, Us

In my role as Senior Sales & Account Manager:I led to plan, coordinate, and drive conversion opportunities. I have accomplished and up-kept customer relations through the coordination of several functions within the organisation to confirm on-time compliance with customers' requests. I have ensured analysis of customer inquiries to ascertain appropriate product literature and pricing schedules. Influenced production, shipped schedules, and suggested price changes as per the company-customer relationship.Key contributions include:• Facilitated by providing premier service and consulting to 20 existing, new, and conversion clients.• Improved product and content by creating customer presentations, quarterly performance reviews, and business cases.• Recognised commercial opportunities and selling products, services, and solutions to benefit the customer and enhanceproductivity.• Directed a portfolio of key customers of worth £8m in revenue with a focus on upsell/cross-sell and long-term renewalswith a 100% retention rate.• Conducted case studies and gap analysis in order to retain and win new business.

Southlake, Texas, Us

• Product Technical Consultant ensuring smooth and efficient support of product roll-out.• Act as subject matter expert for products key to EMEA markets• Identify customer business needs and provide feedback during development cycle; communicating to Product DeliveryManagers and Regional Marketing Managers• Support Customer Solution Specialist with Request for Proposal (RFP) responses (product and technology)• Successfully conduct internal training in preparation of new product roll-out• Participate in customer meetings at request of Account Director/Manager within area of expertise

• Service delivery manager ensuring smooth, efficient and impeccable services to our HRG Partners• Devised service planning of new commercial agreements• Successfully managed business relationships and delivery of support services• Achieved strong lasting client relationships resulting in repeat business• Central point of contact for any performance failures, ensuring seamless operations 100% to best practices• Audited internal and external SLA’s with the aim to enhance and introduce applicable standards• Personally created and introduced monthly reports detailing key performance measures

London, London, Gb

Service delivery manager ensuring smooth, efficient and impeccable operations for a multinational hotel group• Proved highly versatile across a range of managerial, service delivery, business and client relations functions• Successfully managed business relationships and delivery of first and second line service desks• Focal point for all escalations, ensuring seamless operations 100% to best practices and SLAs• Personally redefined major incident processes, organising review meetings to plan and pre-empt future issues• Analysed reports, KPIs and trends and implemented radical new policies to successfully reduce incident numbers• Forged excellent relations with suppliers and vendors, negotiating favourable terms to successfully reduce costs• Successfully ensured implementation of first class, customer-focused IT services, 100% within deadline & budget• Devised and successfully introduced a radical client self-help solution including intranet, workshops & IT sessions

Cotop, Travel & Tourism

Education record