United Kingdom
Accomplished Customer Service Support & Technical Manager with a demonstrated history of working in the Information Technology and Financial Services industry, focusing in Machine Learning, Manufacturing, Finance and Business Process Management. Skilled in Databases, Pre-sales, Business Intelligence, Program Management and Solution Architecture.
The Senior Service Delivery Manager (SDM) role at Nuance is an encompasssing role, objectively aimed at ensuring strategic accounts receive the best possible service from Nuance' market leading intelligent IVR, Virtual Assistant, Live Chat and Voice Biometrics solutions. Working alongside enterprise Customers within the Contact Centre space, ranging from Retail, Utilities and Finance through to Public. The role I perform focuses on ensuring an excellent level of delivery for our solutions, maintaining contractually agreed service level agreements, doing this through constant review and improvement of service through metric analysis and internal team liaision. The role also focuses heavily on major incident management and response, providing technical and architectural analysis to ensure rapid identification and resolution of impacting events, which leads to a robust problem management and service improvement process to ensure future stability. I also look to plan upcomming events with my Customers, understanding current market trends and drives, review current solutions and how we can tailor future iterations to achieve higher levels of satisfaction for both consumer and customer. Onboarding management of major customers through a seemless and well aged transition and implementation process.
The Client Services Manager (CSM) role at Centrality was a natural evolution of my previous successes as SDM within Centrality. In charge of a singular large strategic account within Centrality, it was my purpose and aim to ensure I built upon the experiences of my previous role, performing the same responsibilities as well as being a mentor and leader for other members of the SDM team and other teams within the organisation. During my short time in this role, I won numerous accolades presented to me by the Centrality C-Suite in recognition of my hard work and impact to the internal momentum of the business and the positive impact to my Customer.
The Service Delivery Manager (SDM) role is a pivotal resource in the stability of Centrality's valued customer base, as well as a key resource across the organisation. Ensuring the highest level of service is provided through constant and continuous reporting of key performance indicators, mentoring of first through third level support teams and close relationship management with my Customers, I am able to drive improvement and delivery of an effective and industry leading service. In addition, through continiuous internal reviews with teams across the organisation, I am able to grow our solution and ensure full visibility of the service we are providing our Customers. I have adopted and implemented a key standard for the transition management of new Customers, ensuring a smooth and effective process to onboarding.
I joined Celaton at the end of 2017 in the role of Customer Support Manager. I am responsible for the for the critical day to day care of Celaton’s global customer base, as well as ensuring that the highest possible standards are set for service in my team and across the organisation.