March 2022 – Present: Paragon Customer Communications – Junior Account Manager
Main Duties within the role:
To provide BAU and Change Management support to the Client Account Manager, delivering the best customer experience to the allocated Accounts.
- Assist in the BAU Management of allocated Client Base.
- Attend daily Production Meetings.
- To be a point of escalation for account related queries and issues.
- Prepare for and participate in monthly client review meetings.
- Developing the client relationship by creating and maintaining relationships with key contacts within the client organisation.
- To ensure all BAU activity is charged according to the client contract.
- Maximising contractual revenues by ensuring an excellent reputation for innovation and service delivery.
- Managing invoices and purchase orders through our in-house system called Navision.
- Assist with the line management of the Client Account Executives.
- Ensure correct margins are assigned to all stock items during the purchasing process.
- Monitor and manage the client specific change management process, working closely with design, development, production and warehouse ensuring client requirements for changes are met for Medium/Large Change requests.
- Manage projects and workflow to the highest standard.
- Attend Quarterly Reviews hosted by the Client Relationship Management team.
- Highlight and hand over large changes that should be managed by PMO.
- Understand contractual SLA commitments for their clients and ensure all SLAs are delivered across all output channels.
- Ensure appropriate and effective communication with clients relating to any issues, changes in delivery service, invoicing etc.
- Keep Client Operations and Client specific documentation up to date.
- Manage monthly MI and SLA reporting to the client.
- Support and assist the Account Director & Client Services Director where required.
April 2016 – February 2022: Paragon Customer Communications – Operations Support Analyst
Main Duties within the role :
- Monitor clients’ incoming data transmissions ensuring all data process as expected – report any discrepancies including any errors, warnings and missing data.
- Monitor all relating internal systems including and specifically those relating to In Box. These being - Job Progress, Emtex Server Status, Print Scheduling, Centralised Error Reporting, Job Release and Dashboard, ensuring all scheduled jobs are processing as expected and there is no failure.
- Escalate file processing failures via ICMS as appropriate for investigation and communicate internally - out of hours there’s a requirement to escalate to Paragon ‘On Call’ and/or the client.
- Prioritise release of work to the shop floor referring to the schedule at all times ensuring any sign off, hold, staggered mailing or any special requirements and that the correct DOD’s are assigned.
- Assist, as required, in all aspects of technical support impacting the Operational Support Analyst role and relating to In Box, master servers, server dashboard and disaster recovery.
- Maintain accurate and frequent updates as required to ICMS - performing housekeeping once the issue has been resolved and the data/corp released as per schedule.
- Action all business requests for In Box corp set up and amends’ in order to facilitate the issue of correct instructions to Production via the work order.
- Process and release sample, stock and End to End test requests as required.
- Process test corps as requested by QA to support investigation of quality issues.
- Investigate Production reported issues impacting either print or enclosing and escalate as required.
- Provide support relating to DAWeb & PC login, internally and externally in and out of office hours – meaning to change password and unlocking accounts where needed.
- Create Royal Mail manual sales orders via OBA where clients are not supported by OBA automation, and for any internal posting requirements such as Special Delivery. Undertake initial investigation for any automation failures.
- Create Whistl international and e-docket manifests using ‘Spotlight’.
- Monitor the server dashboard and report failures to IT Support.
Major Achievement in this Role – Employee of the Month award in March 2016 – Nominated by my manager for being able to successfully deliver under pressure as a trainee before taking on OSA’s roles officially the next month.
February 2012 – April 2016: Paragon Customer Communications – Hand Enclosing Operator
Main Duties within this role :
- To support the Short Run Factory Manager and the Work Flow Coordinator in the day to day running of Short Run Factory and to support the department in achieving SLA in a manner that maximises it’s productivity and effectiveness
- Escalate any issues to SRF Manager and/or the Work Flow Coordinator that may impact SLA, Quality or cost
- Highlight any inefficiency within the SRF area to the SRF Manager and work together to resolve
- Liaise with Warehouse, Production Admin, Print and Mail, Quality, Client Services and other departments as necessary
- Ensure the quality of output is to the highest standards, reporting any concerns or issues to SRF Manager
