Prevalent - Third-Party Risk Management

Customer Success Manager/ IT Project Manager

Elekta

•	Responsible for championing customer success through the efficient resolution of sales user queries in a fast paced environment. 
•	Responsible for driving retention, adoption and expansion across APAC and EMEA.
•	Delivered a 53% increase in user approval ratings by providing unrivalled technical and product support in Salesforce. 
•	Maximised customer satisfaction rates by over 95% by implementing continuous process improvements directed at sales users. 
•	Forged a 25% reduction in reported issues by spearheading a knowledge base for Salesforce users and analysing all user issues. 
•	Significantly enhanced stakeholder management by facilitating regional training sessions on CRM systems across the EMEA, APAC, RNCA and Japan. 
•	Empowered graduate employees through mentoring efforts, results in one major promotion in 2020.
•	Performed workshops on customer lifecycle management for sales users and cross-functional teams, such as product, regulatory affairs, sales and engineering.
• Advocate for clients to monitor and analyse data and information in order to plan strategically.
•	Supported the delivery of complex SaaS projects at all levels by providing product knowledge and technical guidance.

Customer Success Manager

Validis

•	Appointed to advise clients with a diverse range of product portfolio queries through telephone or on support software. 
•	Substantially increased retention rates by 10% by demonstrating excellent interpersonal skills.
•	Successfully optimised customer satisfaction rates to 60% by maintaining records across all support calls taken using Zendesk. 
•	Conducted extensive troubleshooting efforts and reported bug issues that require 2nd line assistance using Jira. 
•	Worked closely with the 2nd and 3rd lines of support to proactively checking logs.

Customer Support Analyst

Sysdoc

I took it upon myself to find some valuable work experience, which I felt would help me in the IT sector and business sector (to get a feel of the world of work). Sysdoc group is a business management consultancy firm who specialise in working with clients to deliver successful and sustainable business transformation and change. I shadowed experienced consultants in various tasks listed below and took part in various projects on client sites.

Working with British multinational telecommunications company creating an Intuitive Documentation document.

Role involved:
Presenting clear, meaningful and consistent information
Insured information was presented in a logical and consistent format so the client could understand it
Understanding the clients need for the documentation
Perform Information Audit
Create, update or delete documentation
Migrate or upload documentation  
Complete usability testing
Documentation go-live  
Complete handover/ Provide on-going support

Working with British multinational defence, security and aerospace company.

Role involved:

Change Analyst support - Helped review process design during workshops with Business Process Leads
Assisted at various change meetings 
Helped create and review change impact plan template for use on the programme
Helped to conduct change impact Assessments on various business functions (Manufacturing, Projects, Engineering, Export Controls, and service management.

Working with British multinational automotive company, helping with purchasing

Role involved:
Liaising between suppliers, manufacturers, relevant internal departments and customers
Building and maintaining good relationships with new and existing suppliers
Ensuring suppliers are aware of business objectives
Attending meetings and trade conferences.

Junior Consultant

Carphone Warehouse

This role consisted of me having a passion about latest mobile handset and other technology innovations and discovering how products can make a real difference to our customers’ lives. My role consisted of understanding the customers need before taking them through the entire sales process to ensure they were happy with the product and service I delivered them, ensuring repeat business through consistent customer contact and care. My other key responsibilities included, but were not limited to:

•	Upselling “bolt-ons”, insurance plans, and optional accessories at every new contract meeting
•	Completing all mandatory registration documents and database processes for all new and existing customers
•	Delivering excellent customer service at all times

Customer Sales Consultant

I achieved x3 years’ service for one of the most popular sporting events on the planet, Wimbledon Tennis Championships. My key responsibilities included, but were not limited to: Ticket checking, working in small Specialist Teams, Crowd Monitoring, Gate Staff / Searching and Hospitality Stewarding.

Security Officer

Medefield

During my voluntary work experience with a company called Medefield Europe, a market research fieldwork agency for the pharmaceutical and healthcare, my key responsibilities included, but were not limited to:

•	Use of office equipment: PC’s, Laptops, Tablets printers, photocopiers and fax machines 
•	Answering incoming telephone calls, email and social media enquiries 
•	Covering reception duties i.e. greeting and looking after visitors
•	Administration including typing, on the phone or photocopying
•	Updating the CRM system with new and changing data
•	Understanding Project Management  & Checking Links
•	Type up documents, i.e. letters and reports 
•	Delivering excellent customer service
•	Attending Business Meetings

Administrative Assistant

ICUK

My key responsibilities included, but were not limited to: 

•	Troubleshooting PC’s, laptops, tablets printers, photocopiers and fax machines.
•	Using CRM systems
•	Liaising with customers  
•	Using SQL to create queries

Database Administrator

Highly Experienced Customer Success Manager | Customer Success Journeys | Service Excellence | Exceptional Communication | Account Management | On-boarding | Training | Renewals | Upselling | Account Expansion

A pragmatic and accomplished Customer Success Manager commanding over 6 years’ experience across a range of people-focused roles. I combine a BSc (Hons) in Business Information Systems with a deep knowledge of customer success journeys, leadership and sales generation to achieve core business objectives

Throughout my career, I have worked both independently and collaboratively as part of a wider team to support the efficiency management of operations. Drives first-class communication at all levels to forge key relationships, champion service excellence and overcome barriers towards continued organisational growth.

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