infinity coHead of Client Services
Sep. 2011 - Jun. 2015Surrey• Ownership and accountability for the Client Services team.
• Effectively addressing client satisfaction, ensuring clients are retained and escalation issues are resolved.
• Finding ways to measure client satisfaction and efficiency of time spent achieving this.
• Managing and delegating the ownership of client needs/requests and ensuring that they are facilitated through to completion within the required timeframe.
• Managing the team’s regular client contact ensuring they do not have issues and are getting the most from the system. • Managing the team to ensure that client accounts are in credit.
• Managing the recruitment and HR processes, working closely with HR and the Sales Director.
• Providing support & relevant account management coaching, training and mentoring for the Client Services team to ensure the team performs at a high level and share knowledge.
• Responsible for streamlining processes.
• Jointly responsible for the Infinity PPC campaign.
• Developing proposals and confidently presenting them.