Vi Kate Maggs Email & Phone Number

Cardiff, Gb

Reading, England, United Kingdom

Responsible for developing, refining, implementing and managing processes across multiple areas of the Virtualstock group.

Reading, England, United Kingdom

Responsible for developing, refining, implementing and managing processes across multiple areas of the Virtualstock group, with an initial focus on the Client Experience function (which includes Client Success Management, Implementations, Change Management, Internal and External Documentation, Client and Supplier Onboarding, and Service Desk).

Cardiff, Wales, United Kingdom

• Develop and manage key client relationships with a proactive, consultative approach, through the complete understanding of the client’s sector, organisation, focus, strategy and roadmap• Co-create a suite of values with the client, ensuring that these are achieved and delivered upon• Act as an extension of the client’s organisation, fulfilling the role of primary contact and advocate for all non-technical client queries, communications, and deliverables• Manage and implement robust processes and structures, ensuring that these are escalated internally should these benefit other areas of business• Drive continual improvements utilising industry best practices from ITIL 4 and/or other models• Manage and coordinate internal stakeholders to ensure continued excellence in service delivery, the overall success of programs and projects, product development and enhancements, and overall client experience• Exercise authority to sign off strategic business decisions where appropriate, to enhance partnerships, contractual obligations and overall service deliverables• Programme/Project Manage new and existing projects, product enhancement rollouts, onboarding, training etc• Identify new sales opportunities within an account (products, services, training, etc)• Act as an industry expert offering the client consultative insights and recommendations specific to their organisational wants and needs• Keep track of licence usage where applicable and identify and address any inconsistencies or high usage• Develop, manage and maintain RACI matrix for all internal stakeholders assigned to the account• Create a feedback loop between the organisation and Atamis, capturing feedback and escalating matters to the SMT where required• Assist with and/or lead any internal service delivery best practice/continuous improvement projects based on expertise• Manage projects to map out and develop an internal onboarding process and bid management processes

Pencoed, Wales, United Kingdom

·Departmental people management·Running multiple daily SCRUMs with multiple internal stakeholders to bridge gaps, and ensure that every bid opportunity is successfully managed every step of the way from lead generation to contract award and onboarding·Creating, developing and implementing process improvements and best practices across all commercial functions·Constructed, developed and launched an APMP/Shipley best practice inspired bid process and MEDDPIC best practice inspired sales process·Creating, developing, implementing and managing continual process improvements and best practices across all commercial functions·Managing inputs from a variety of stakeholders, typically involving contributions from Sales, Marketing, Projects, Finance, Ops and Service·Framework and portal management to ensure a good flow of opportunities are being identified, captured and progressed through the pipeline·Promote and manage all pre-engagement comms with prospective clients to establish vital information, and build relationships, to support proposal development and overall success·Coordinate all colour team reviews with the appropriate stakeholders, taking responsibility for the overall process and continuous improvement elements of each review stage·Complete colour teams reviews as appropriate, giving clear and concise feedback for proposal improvements to be made at proposal development stages·Champion final bid document creation, working with internal stakeholders, Design and Content Writing teams·Coordinating all comms between external and internal stakeholders·Securing and organising prospective client interviews following successful proposal submissions and interview selection·Creating and delivering client presentations both remotely and on site·Creating and maintaining company wide bid tools and content libraries·Supporting in the delivery of company wide projects that benefit bid and assist in business growth and development

South Wales

• Data management, analysis, manipulation, interrogation and presentation using Excel• Sales and stock forecasting• Inventory and supply chain management• Development and implementation of processes and policies to improve operational procedures to maximise efficiency• Create, edit and review inventory proposals for new and existing suppliers• Maintain and update comprehensive in-house Excel system on a daily basis• Manage incoming orders from order to fulfillment• Support other team members with queries or order requirements• Create and manage outgoing purchase orders• Develop and review operations schedules and production requirements• Prepare, generate and file inventory reports• Edit, update and proof vital product label information• Manage day to day production of 21 individual products across the UK and EU• Implement and promote quality control measures• Reduce and maintain consumer complaint percentages to below 1% on an annual basis• Manage company policies on stock material compositions and waste, achieving a reduction of single use plastics across the organisation• Build and maintain strong supplier/client relationships• Promote and maintain consistent core brand values

Across South, Mid And West Wales

Specialism:-MI/ BI/ BA/ Big Data Analysts (Crystal, BI stack, Oracle, SQL, T-SQL, SSRS, SSIS, SSAS, Qlikview)-Architects-Infrastructure Engineers-Network Support Engineers-Project Managers (ITIL, Agile, SCRUM, Waterfall, Prince 2, Lean Six Sigma)-IT Managers/ DirectorsDuties:• Acting as a mentor for new starters• Internal Systems training and promoting best practice policies• Database training for clients and candidates• Conducting feedback sessions outlining further development points and areas of improvement• Shadowing during client presentations and candidate registrations• Financial forecasting and training for new starters• Building relationships with candidates and clients• Creating presentations and agenda's for onsite client meetings• Meeting with clients and presenting bespoke recruitment needs analysis based on their business models• Maintaining IT industry knowledge to remain an expert within my marketplace• Managing client and candidate expectations• Fee and term negotiations and forecasting figures• Sourcing new and creative avenues for advertising job vacancies• Screening suitable candidates• Interview preparation/ coaching• CV training and development• Working to tight targets and deadlines• Designing marketing materialACHIEVEMENTS:• Awarded a merit during the accreditation from the internal training programme• Consistently achieved revenue target since my third month with the organisation. Record month 192% above target set: Target revenue = £5k vs. Total billings for the month= £14,600• Won the 'Rookie of the Year' award for my first 12 months across 9 Technology offices throughout the UK• After one year in the Edinburgh office I was offered the opportunity to relocate back to Cardiff to launch a new REED IT division in Cardiff city centre• I was selected for Management Academy which is a 9-month internal course to qualify me as a Manager within the Business: I was 1 of 12 selected out of 322 applications

Reading

• Driving new business and account managing existing clientele• Achieving individual key performance indicators set• Fee and term negotiation• Presenting to new and existing clients• Managing client and candidate relationships• Working to tight targets and deadlines• Advertising job vacancies• Sourcing candidates and interview preparation• CV training and development• Maintaining compliance and ISO policies• Processing weekly payroll for temporary candidates• System database management• Creation and delivery of marketing material

Managed and developed agents within two campaigns: one of which was a brand new project which I contributed to in it's early stages, and one which I helped to rebuild after a decline in gross sales and overall performance.Offered coaching to individual agents and supplied feedback for areas of further development and ways to achieve individual targets.Met and maintained targets set by the client, and ensured that all expectations were fulfilled.Ensured that compliance was maintained and adhered to at all times.Supported new and existing members of staff with all concerns and areas of difficulty within their role.Created and ran workshops that allowed insight to other aspects of the role or other techniques.Maintained communication directly with the client and between myself and my agents.Tracked performance for previous months and recent months to allow visible trends to be tracked in our weekly or monthly statistics.Created a sense of team morale via various activities and workshops.Organised incentives to help drive passion and achieve a sense of personal gain.

Managed timesheets to ensure all members of staff were accounted for across four campaigns.Created and maintained contact between recruitment agencies and the business regarding agents and attendance processes.Implemented processes for attendance tracking to improve and reduce attrition rates and maintain the necessary percentage of overall head count. Developed and presented an ongoing training program, which allowed constant and up to date further development for agents based around products and processes.Offered support across the call floor to agents, campaign management, training and HR.

Dealt with customer complaints directly with the client.Traced call recordings regarding customer complaints, considered the evidence to outcome appropriately. Edited and password protected each call to ensure that all personal information was protected and to prevent fraud when responding to the client.Validated sales calls to ensure all information was correct and compliant before each sale was processed.Offered support to campaign management and agents across the call floor.

Dealing with outbound calls on the '3 mobile warm calling' campaign.Providing accurate information regarding the company's policy, tariffs and handsets available.Following procedures and legal requirements to ensure data protection and regulations are met at all times.

Providing accurate information regarding the company's policy and rates, as well as regulator information.Carrying out transactions, sending the correct correspondence where necessary, providing each customer with information on available accounts and how each account functions.

Sales Hub Software Certification, Pass

Revops Certification, Pass

Monday Work Management Core Certification, Pass

Project Management & Agile Fundamentals, Information Technology Project Management, Pass

Itil 4, Pass

Pass