•CORE SKILLS AND SPECIALISMS • Experienced Account Manager
Service Delivery Manager
and quality assurance expert with outstanding personal and communication skills. • Demonstrated history of managing multiple client relationships
working with over 20 distinct brand partners simultaneously in current role. • A detailed planner and organiser who can manage a variety of complex projects simultaneously
whilst achieving set deadlines. • A recognised ability to analyse MI/data and provide recommendations to improve the quality of decision-making. • Recognised strategic thinker trusted to conduct reviews of the account and drive innovation and development. KEY ACHIEVEMENTS • Achieving and maintaining the highest levels of client and customer satisfaction and quality across all lines of business for over 20 brands with a yearly revenue of 1.5 million per year. • Gaining sign-off from the board to put in place a new infrastructure within the Service Desk to ensure business optimum. Recruitment of staff to establish full quota for shift system including justifying additional costs to the business and proving £100K ROI within 1 year. • Manage 20 strong Service Desk Team covering extended Hours of Business
including Weekend Support Cover for Business-Critical Systems. Offering First Line and Second Line support to over 1400 outlets Nationwide. Whilst also Managing 18-man strong studio team plus a team of 5 live broadcasters covering extended Hours of Business
including Weekends and Bank Holidays. EMPLOYMENT HISTORY: Ventrica LTD August 2022 to Present CLIENT RELATIONSHIP MANAGER Key Deliverables: • Ownership and cultivation of excellent working relationships with the client; serving as the central POC for client communications
identifying client requirements
objectives
and goals
and supporting delivery through operational excellence. • In-depth understanding of the client’s strategy
their business challenges
as well as the products and services offered by the client. • Achieving and maintain the highest levels of client and customer satisfaction and quality across all lines of business within the account. • Conducting regular strategic reviews of the account and drive innovation and development • Leading and inspiring others at all levels within the designated account to maximise their individual potential and consequently that of the business. • To champion ‘Quality’ as a key business driver and develop a culture of continuous improvement. • Analysing
interpreting
and reporting on complex operational performance statistics as a strategic management tool
identifying areas of under-performance and proactively implementing solutions. • Working with internal stakeholders
including the Business Development and Marketing team in the development and growth of existing client accounts and actively participating in the pursuit of new clients and the bid process. • Developing excellent working relationships across all functions within the business
utilising resources to ensure delivery of operational excellence. • Ensuring that client issues are dealt with in an efficient manner. • Owns the contract and contract renewals for the client portfolio. • Identifying
requesting
and driving appropriate change management. • Oversight of invoice production and timely payment collection. • Leading ad-hoc projects as and when required. • Effectively communicating the client's goals and represent the client's interests to the team. • Providing regular two-way communication between the client and team
to provide strong team representation and set proper client expectations. • Understanding of company capabilities and service
and effectively communicates all offerings to the client.