I had the opportunity to join the central client services team where I was given the responsibility to manage the teams working for the following markets: Portugal, Spain, Italy, Belgium and Netherlands. My main responsibilities included:• Responding and actioning Client enquiries in an efficient and professional manner within agreed service level agreements (SLA’s).• Monitoring incoming workload and distributing accordingly across the team• Team Management• Overseeing Training and on-going development of team members • Conducting regular one-to-one meetings with team members • Quality assurance – performing regular quality checks• Involved with the Recruitment and Selection process • Identifying efficiency measures and implementing • Ensuring Account Lists, CRM records, client contact details and team reporting updated promptly and executed to high level of detail • Providing clear direction and leadership • Strategic input for Direction of the Team• Forecasting and Budgeting for our portfolio of clients• Debt collection

I had the opportunity to join the central client services team where I was given the responsibility to manage the teams working for the following markets: Portugal, Spain, Italy, Belgium and Netherlands. My main responsibilities included:• Responding and actioning Client enquiries in an efficient and professional manner within agreed service level agreements (SLA’s).• Monitoring incoming workload and distributing accordingly across the team• Team Management• Overseeing Training and on-going development of team members • Conducting regular one-to-one meetings with team members • Quality assurance – performing regular quality checks• Involved with the Recruitment and Selection process • Identifying efficiency measures and implementing • Ensuring Account Lists, CRM records, client contact details and team reporting updated promptly and executed to high level of detail • Providing clear direction and leadership • Strategic input for Direction of the Team• Debt collection

I had the opportunity to work as the support designated person to the biggest Nordic clients (CDON and Nelly) within the company, to support all markets with emphasis on the Nordics and Portuguese markets, and to reply to all queries from agency and technology clients.My main responsibilities included:• Respond to all client requests, within the agreed SLA’s.• Ensure all incoming requests such as emails, telephone calls andconversations were logged in the CRM system• Support reporting requests from clients and account managers• Complete all daily processes – reporting and admin• Admin processes – support all communications from the client to the publishers, sales deletions and validations, creative management, and a wide range of other admin based tasks requiring attention to detail and accuracy• Assisting in the induction and training of new team members, and on-going monitoring of their development• Project participation – I had the opportunity to be involved in several projects, in the requirements gathering and in the user accepted tests. I also had the opportunity to deliver and manage a few projects, producing manuals to share knowledge both within the company and externally.• Email marketing training for several teams across client support.

Humansoft is a software company for vocational training. The solution presented to the client consists of two applications: Humantrain, a desktop application, and Humanportal, a web application. The two are synchronised via web service. I worked as 1st and 2nd line of support for client queries, my main responsibilities included:• Configuration of new desktops/laptops and workstations• Data integration• Client Support• Development of MS SQL query’s• Test analyst – user acceptance tests for the new product release• Development of custom Visual Basic for Applications (VBA) scripts