Customer Success Manager - ESP Global Services - Reading
(2024-04)
- As service delivery manager, Managing some key accounts for Infosys/KONE, Unisys, Cleveron
- Proactively working towards SLA achievement, ensuring KPI achieved and exceeded, high levels of customer satisfaction are maintained while focusing on upselling and retention.
- Manage and report on account P&L accountancy, track to ensure profitability and investigate monthly anomalies if any.
- Closely working with our partners, meeting in person developing and managing partnerships to achieve our customer goals ensuring smooth operation and collaboration.
- Conducting internal meetings, Monthly & Quarterly service review and continuous service Improvement Plan with our customers as well as partners.
- Manage team performance, 2nd level escalation both internal and from Customers Represent
- Continuously work towards expansion, renewal of accounts, proposing new business opportunities to customers, work on quotes, contract reviews.
Service Delivery Executive - ESP Global Services - Reading
(2020-03 - 2024-03)
- Successfully handled couple of valued accounts by being Single point of contact for customers
- Reporting for KPI measures and regular Service Reviews with customers
- Excellent Customer feedback and satisfaction received for continuous meeting SLA, KPI
- Worked closely with Senior service delivery Manager to support and assist in managing the operational delivery for one of the key accounts
- Focused on customer retention, growth and transformation
- Ensure that all revenue is maximized, and costs minimized to drive profitability on assigned accounts.
Global service desk Team Leader - ESP Global Services - Reading
(2019-07 - 2020-03)
- Support the service desk manager in analyst development performance management
- Driving continues improvement into service desk processes
- Responsible for assuring users are provided efficient and timely first level support on a 24/7 basis
- Establish service relationships to facilitate effective customer communication.
- Ensuring all internal processes are adhered to, to align with contract and client expectation
Global service desk Analyst - ESP Global Services - Reading
(2018-03 - 2019-07)
- Handling incoming incidents via the phone / e-mail promptly and effectively.
- Take ownership of a call and see it through to closure.
- Escalating calls and issues where necessary to senior managers & team leaders.
- Investigating and implementing ways of reducing calls to the Help Desk. Ensuring that all call details are captured and entered in the logging software
- Updating support documentation
- Answering & responding to all calls & requests within agreed time scales
- Keeping customers updated as to progress.
- Providing technical support over the phone to all IT users
Team Leader Operations - Waitrose - Staines
(2005-05 - 2017-09)
- Serving up to 100 customers per day, developing long-term relationships whilst always providing excellent customer service.
- Coordinating between multiple departments with over 20 staff members, ensuring great teamwork and relationships.
- Handling and logging all external/in-store inquiries, complaints, staff absences; escalating to the necessary department when necessary.
- Logging all communications correspondences and daily reports daily, expanded my organizational and time management skills
- Dealing with customer queries in a calm and professional manner and escalating calls to the next level if I was unable to deal with customer query/complaint.
- Being responsible when handling cash and cashing up till the end of the day requires paying close attention to detail
- Completing tasks within the company has set SLA's improvement upon my time management and prioritization skills.
