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Work Background
SwitcheeDiversity, Equity, Inclusion and Belonging Committee Member
Nov. 2022United Kingdom
SwitcheeCustomer Success Manager
Oct. 2022Role includes:-
- Onboarding and enablement of customers setting them up for success and a fast time to value. This is achieved by running initiatives and activities with them to prove and realise value from our product.
- Managing a wide range of stakeholders through their transformation journey like a true professional services consultancy offering.
- Adopting subject matter knowledge to become an expert on our product and how to use it in order to get the most out of it. We regularly feed back our customer’s thoughts so that it can be factored into the product development journey.
- Project management maintaining high standards at every stage of the journey - from onboarding to pilots to full transformation of projects.
- ROI and retention -Development of success criteria and project implementation plans
- Development of the Customer Success playbook
GDS GroupClient Success Manager
Mar. 2022 - Oct. 2022Bristol, England, United KingdomAs a Client Success Manager, I aim to streamline the experience of C-suite sponsors of GDS Summits to offer a white-glove service. My role includes day-to-day communications with clients preparing them for the summit by:
- Introducing them to event management and producers for any keynote speaker sessions
- Portal demonstrations and onboarding calls
- On-site POC and logistics coordination
- Post-summit support and feedback
- Promoting growth of ROI
- Relationship retention and management
Portland BrownClient Services Manager
Mar. 2019 - Mar. 2022Bristol, United KingdomPortland Brown is a corporate accommodation company. With over 150 corporate apartments located in Canary Wharf, Central, West and inner city London, they have become the one of the most prestigious corporate accommodation suppliers. In my role as a client relations assistant, my daily tasks include efficiently responding to emails from clients wishing to book their colleagues and employees in our portfolio of apartments. This involves searching our portfolio for availability, formulating options in an attractive manner with graphics, text and knowledge based on client demand to best represent each option sent and successfully delivering this information to the client. I am also responsible for maintaining the client relationship beyond conversion to ensure they have a pleasant experience with our brand. My day-to-day can include any of the following tasks:- researching the best apartments to suit client needs and requests, arranging transfers and check-ins for guests, advising them on reservation protocols, answering client emails and dealing with client requests. It often requires effective handling of VIP corporate clients in an assertive but pleasant manner to avoid issues and be successful in solving them when they arise. A lot of time is also spent on the phone speaking to both clients, guests and partners to discuss their requirements. This multi-faceted job requires maintaining excellent communication to all branches of the team and managing my time effectively. In my first few months at Portland Brown, I passed my probation period early and also achieved the award of ‘Rising Star’ for the year 2019. Since this, I have been successful in maintaining relationships and exceeding the expectiations of numerous of our clients. I was instrumental in maintaining the business of one of our biggest clients in 2019, and was subsequently personally acknowledged by their relocation manager as a result.
Niven Distribution and WholesaleAdministrative Personal Assistant
Jun. 2018 - Dec. 2018BarbadosAs an administrative assistant at Niven, I was the main point of contact for call-in clients as well as walk-in clients. My role was to answer the phones efficiently, receive orders and messages and enter them into Quickbooks for delivery. This role was crucial to clients receiving placed orders in a timely manner. After three months in the company, my role became more involved and included, but was not limited to, writing emails, overseeing the sign-out of cheques, making phone calls on behalf of higher management and the sales team, processing online orders, debt-collection, and diary management for Mr. Niven and some members of the sales team (setting up meetings,etc). I also was given the task of generating marketing emails using MailChimp.
Sea Trading Ltd.Sales Manager
Oct. 2017 - Jan. 2018As a manager, I was responsible for ensuring the highest level of customer interactions and service to promote both sales and brand recognition. My tasks included brainstorming for business strategies which would lead to brand and product progression and the development and executing of plans to promote a new brand, NAKED, via newsletters and social media marketing. One of my first projects at the business was to clean up all previous accounting and filing of invoices and cheques, payments, deposits and statements by the company and provide a more seamless process for filing. I found a solution to the problem of producing duty-free receipts and was responsible for all filing duties as it pertained to duty-free protocols. Responsibilities also included NIS payments, cheque-writing, payslip production and end-of day reports. My aim as a manager was to create a well-rounded team within the company to ensure a pleasant and satisfactory customer experience all-around. I also support the idea that as a manager, my team on all levels is just as important to the productivity of any brand and I encouraged contributions and participation in any venture which I thought would benefit the company.
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