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Work Background
totality services - IT Support LondonManager of Customer Success
Mar. 2022 - Apr. 2024London, England, United Kingdom• Appointed to manage existing client relationships to identify cross selling opportunities, oversee areas for improvement and to deliver outstanding levels of customer satisfaction and service for improved client retention.
• Grew turnover with Multiverse from £800kpa to £1m to providing them with onsite IT support and cloud infrastructure by implementing JumpCloud, an identity management platform to integrate with HR and CRM systems for improved Cyber security and new user onboarding
• Achieved £200kpa in Revenue with Nederlander, a theatre management company, by providing them with remote and onsite IT support, hardware procurement and licence management at the Dominion Theatre
• Managed the £230kpa client account with Knowles Construction to oversee their remote and onsite IT support at both Head Office and 15 Sites by providing trusted advisor guidance to improve user experience and tech stack efficiencies
• Monitored client feedback and service desk analytics to identify device onboarding performance to ensure profitability is retained on the £350k revenue stream and overall client accounts. Strong correlation between new user onboarding outcomes and overall client sentiment
• Managed the consultation process to undertake a £40K NRR cloud transformation project for Ontier LLP upgrade legacy on-premise servers to a fully cloud infrastructure with improved data security and operational agility by presenting to the Spanish parent company CIO and UK Practice Manager to ensure deliverables are defined and understood by all
• Managed the £35k Staff Budget by overseeing a Customer Success Executive, writing the job description, advertising on Linkedin, screening 30 applications and leading the 2 stage interview process
INIFIAccount Management Specialist
Jun. 2021 - Mar. 2022London, United Kingdom• Appointed to manage both Corporate Clients and SMEs to provide them with internet connectivity, manage client relationships with Property Managers and IT Managers and oversee all new projects
• Increased Sales from £1m to £1.2m and achieved 35% in profitability by growing organically with existing clients, winning new business on existing sites and building strong client relationships
• Managed the £60k per annum Project with Pontegadea over 3 years by providing connectivity services to 5 services offices by conducting a site survey, specifying requirements and writing reports
• Managed the £40k per annum Project with City Tower in Manchester to prove connectivity, wi-fi and telephony for services offices by winning the tender and presenting to the Client and Managing Agent
• Generated £24k per annum with a serviced office on Hagley Road in Birmingham by partnering with the Building Manager and the Managing Agent and then networking with the 4 incoming tenants
Six DegreesAccount Manager
Aug. 2019 - Apr. 2021London, England, United Kingdom• Appointed to manage a portfolio of 20 accounts to provide them with a range of IT services, to renew 3 year contracts, restore and rebuild relationships and work alongside a team of Solution Consultants
• Achieved £1.6m in Sales with a 20% profitability by assessing each account, taking ownership of every opportunity, conducting root cause analysis and agreeing an action plan for improvement
• Delivered £72k per annum in sales with First Avenue Partners to refresh their existing infrastructure and reduce costs by providing IT support services for their London and New York offices for 60 users
OptimityKey Account Manager
Mar. 2010 - Dec. 2018Shoreditch• Promoted to manage a portfolio of 80 accounts with both corporate and SME clients to prove a range of IT services, to manage new projects and contract renewals and provide reports for the Sales Director
• Managed the £100k per annum contract with Soho House to support their Private Members Clubs with connectivity and telephony services by advising on technology issues and introducing new services
• Delivered £80k per annum in revenue with Clegg Gifford by providing connectivity and telephony services, growing the number of offices from 1 to 6 and presenting to the Managing Director and IT Manager
Optimity LtdPartner, Customer Service Manager
Jan. 2008 - Mar. 2010Shoreditch• Promoted to manage a Help Desk to act as the first point of contact for all clients, to investigate and resolve customer queries, to allocate a suitable engineer and follow up with each client
• Restored Telephony services within 3 days of a major disaster in the River Thames for Tradex Insurance by reporting the problem to BT Openreach and constantly following up to ensure a full resolution
Optimity LtdOperations Manager
Mar. 2006 - Jan. 2008Shoreditch• Appointed to manage the installation of new telephony services for a range of clients, to liaise with the MD and Sales Director over bespoke solutions and to appoint BT Openreach and Ainsley Jefferson
• Managed the £25k Project for Liquidnet to move telephony and connectivity services from Finsbury Square to Broadgate Tower over a weekend by having to call out 2 separate engineers from Colt Telecom
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