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

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.

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

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.
• 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

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

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.

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..

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.

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