Cust Cloud Support Specialist - Cision Group Ltd
(2024-05)
- Delivering cloud support service for platforms for such as CisionOne, Cloud Communication or NextGen 3 on a day-to-day basis.
- Cloud communication cloud analyse
- Responsible for developing deep partnerships with our clients to help them achieve their goals and establish Cision Insights as an extension of their team and a partner in their work.
- Partners proactively with clients through understanding their challenges, goals and business, using best practice to advise on program objectives. Looks for opportunities to discuss approaches/tools that would complement the work.
- Maintaining regular communication with clients and provides needed education.
- Answering relevant questions/queries related to the client program, and proactively contacting the client in between service reviews.
- Press release analysis
- Provides client training for new clients within the set-up period, as well as additional sessions required by the client.
- Ensures all requests and needs are addressed in a timely and satisfactory manner in collaboration with the relevant mention streams
- DKIM, SPF and DMARC analysis
- Maintaining an up to date understanding of each client's insight program, including deliverable cadence, specifications and evolving requirements/potential needs through own research and regular stakeholder communication.
- Maintains internal documentation regarding information and updates concerning the account, including SWOT, key contact information, deliverables, etc.
- Leads customer presentations to present findings and recommendations on reporting.
- Translating customer needs into clear instruction for delivery and coordinates with customer on additional clarification required by delivery to execute.
- Coordinating on turnaround timing with delivery organization and manages customer expectations.
- Is actively involved in data-driven insights generation and report writing.
- All Insights Consultants are trained in aspects of our delivery processes. They must be able and willing to search, write, and edit deliverables for multiple clients to complete ad-hoc tasks or fix issues.
- Contributes to the creation of thought leadership comprised of trend studies, case studies, sector expert profiles, and named conferences and events organized by sector to drive leads.
- Professional experience and interest in media analysis, PR, communications, journalism, or marketing.
- Interest in automotive industry and related topics.
- Excellent skills in quantitative and qualitative data analysis and/or social media listening.
- Demonstrated intelligence, as well as attention to detail and accuracy.
- Good written and verbal communication skills.
- Executive-level presentation skills.
- "People skills": ability to resolve issues with customers and/or experience with sales. Advanced and demonstrated ability to build relationships, persuade and influence stakeholders, clients, and partners.
- Proven analytical skills with systematic problem-solving abilities.
Senior Accounts and Customer Liaison Specialist - Spin and TIER Mobility
(2021-02 - 2024-02)
- Maintain high availability for inbound calls / Service cs tool submissions
- Provide proactive and reactive assistance to all external customers
- Assessing and understanding the impact, severity and urgency of issues
- Ops Team Liaison for workarounds and
- Troubleshoot TIER App impact
- Managing a portfolio of key clients, proactively contacting them and helping them
- Replying to client queries, via E-Mails, and calls and solving their challenges
- Blocking and Banning users who are not complying with company rules
- TIER app troubleshooting when the app interface is not responsive
- Record and document all issues/activities related to customers both internal and external
- Analysing and Identifying data requirements and Rider/User behaviour
- Assist customers with the implementation of workarounds/solutions
- JIRA ticket analysis
- Identifying and log analysis of app failures
- Ability to teach complex topics and Maintain a high level of product knowledge
- Maintain a high level of professionalism and showcasing available and accessible to fellow coworkers
- Providing of training for the new employees
- Understand and apply active listening skills
- Problem-solving, and high-quality of Troubleshooting IOT and EOR results
Technical Support Engineer - McAfee
(2018-05 - 2021-01)
- Maintain high availability for inbound calls / Service Portal submissions
- Provide proactive and reactive assistance to all external customers
- Assess and understand the impact, severity and urgency of issues
- Understanding of and ability to ask open-ended/close-ended/probing questions
- Troubleshoot customers McAfee product issues using knowledge, tools and other internal resources
- Cloud SaaS and ePO on Prem and platform supervision.
- Record and document all issues/activities related to customers both internal and external
- Log all testing, troubleshooting and research done in process of resolution
- Analysing and Identify data requirements and assist with data collection
- Assist customers with the implementation of workarounds/solutions
- Facilitate conference calls / remote sessions to resolve product issues
- Full ownership of technical issues until resolution provided
- Set and manage expectations with customers, including regular and timely communications • (daily)
- Identify and seize opportunities to teach the customer about product usability, best practices
- Ability to teach complex topics and Maintain a high level of product knowledge
- Maintain a high level of professionalism and showcasing available and accessible to fellow coworkers
- Understand and apply active listening skills
- Problem solving, and high quality of Troubleshooting for all stakeholders and customers
Customer Service/Success Account Manager & Data Analyst - Baker and Taylor / EBSCO Library Solutions
(2017-02 - 2018-05)
- Retaining of broad B2B and B2C client portfolio
- Plan and lead customer meetings, including Quarterly Business Reviews
- Serve as primary service contact by email and phone for assigned group of customers.
- Communicate information regarding customer account to Sales, Collection Development, Marketing, Operations, and other relevant departments, as necessary.
- Interact with other departments to solve problems and to prevent customer errors.
- Respond to all customer requests quickly, accurately and thoroughly in a professional and pleasant manner.
- Troubleshoot digital and print acquisition issues and related technical services such as cataloging records and electronic invoicing.
- Record and monitor customer activity in CRM database
- Analyzing of CRM data from Consumers.
- Provide GOBI training to customers as needed via phone or webinar and educating customers about GOBI Library Solutions services.
- Data Analyzing, Data cleaning to identify trends and trigger opportunities to drive satisfaction and adaption with the customer
- Report creation and output of Data Gathering
Service Key User & Customer Care Coordinator - GE Healthcare
(2014-01 - 2016-11)
- Initiating the procedure Service Call raising and Service Call closure to enable the invoicing process for service orders and service repairs of clients
- Acquiring Data via B2C CRM strategy for consumer growth
- First point of contact for Field Service Engineers for maintaining a positive and collaborative working relationship with the Field Service Managers and engineers, also with customers and internal teams, to assist with queries, requests and complaints.
- Critical thinking and making strategic decisions within the EMEA service day to day environment.
- Analyzing information proactively to implement changes required for successful ways of working in the service environment.
- Key account supervision of clients, liaising with client representatives in the whole EMEA service field.
- Establishing and maintaining national and international communication relations with the key stakeholders and sales departments as well as field service engineers in Switzerland and Austria
- Co assisting Marketing campaigns for new Products to key clients and customers
- Plan and pro-actively manage the entire process of fulfilling a customer contract from Order Entry, Collection to ensure that customer requirements are met, covering German, Austrian, Swiss, and UK markets
- Processing and manifesting complex and high value sales orders, Standard and Service orders disputes and requests; performing credit and rebill transactions,
- Ensuring Quarterly targets and KPIs are met on time to achieve Revenue Reconciliation
- Monitoring internal stock transfers and write-offs for engineer parts, monitor daily logistics traffic from warehouses, schedule shipments, adjust quantities, reserve and allocate stock to orders.
Last Mile Operator and Marketing Assistant - Geodis
(2012-06 - 2013-12)
The role purpose is to coordinate with internal delivery platforms to ensure the delivery of premium freight within specified times and to liaise with internal international platforms and depots to help resolve any delivery issues.
- Liaising with internal UK and external central partner operations and enterprise companies such as Zalando to ensure on-time collections of premium freight.
- Using pre-defined exception reports to pro-actively track the top deliveries in Germany and Europe for top customers and clients to identify any delivery anomaly and resolve to ensure freight movement occurs within expected time frame.
- SAP and ERP for client account supervision and database management.
- Designed and rolled out digital strategies for Geodis
- Recommending special projects, segmentation strategies.
- Coordinating Advertising via Social Media outlets
- Carrying out segmentation of the database and implementing remarketing strategies. Carrying out segmentation of the database and implementing remarketing strategies.
- Co-Marketing incentives organized for customers such as press releases and case studies
- communicating with Germany s (Europe) sending and receiving depots and internal teams and licensees to ensure all deliveries are made on schedule, this includes Standard, Euro top and Top 48 services.
- Providing daily KPI data showing the percentage of on time deliveries of premium freight.
Customer Service Agent - Menzies Aviation
(2010-04 - 2011-08)
This role included assisting customers of diverse nationalities with flights to various destinations.
- Meeting and greeting Passengers at check-in for EasyJet and Wizzair
- Allocating arrival of passengers to the immigration section
- Floor walking/managing the opening and closing of flights
- Answering and screening customer /passenger telephone calls at the sales desk
- Maintaining the cleanliness of reception and check-in area
Sales Assistant - Woolworths PLC
(2006-06 - 2009-12)
- Customer service
- Health and safety regulations
- Till operator/Cashier
- Handling customer enquiries and queries
- Goods/Stock control & product management
- Ensuring general hygiene of the store outlet is kept to a high standard
Hospitality / Crowd Steward - Tottenham Hotspurs FC PLC
(2006-09 - 2016)
Due to Stadium relocation
- Crowd Supervision Control/ Safety
