Experience

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  Hewlett-packard

  Jan 1992 - Jan 2005

  Engagement customer operations specialist

  Summary: Working in the busy and complex Project Management office, supporting a number of Project Managers to deliver accurate and timely project accounts and full project order administration. Achievements: (1) Chosen to support the biggest customer due to my proven track record of expertise and accuracy (2) Selected to shadow a key senior manager to report back on 'A day in the life' in order to educate team members and show the impact of our roles and (3) Worked as part of company merger advisory team to support the integration of the two companies - acting as a subject matter expert and demonstrating best practice. Show less

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  Experto credite limited

  Sept 2005 - Dec 2007

  Administration manager

  Summary: Working as Head of the Administration and leading a team of Support Administrators; my key role was to manage all new client accounts and the complete front end Customer Service function.Achievements: (1) Promoted from Team Leader to Manager within first year (2) SuperUser and Trainer for bespoke software that was designed to maximise collections and (3) Worked as the Facilities Manager, dealing with multiple suppliers, including a particularly significant achievement - just ask!

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  Moog components group ltd

  Dec 2007 - Jun 2013

  Sales office manager

  Summary: Working as Sales Office Manager - leading a team of Administrators whose responsibility was to manage sales admin from quotation through to fulfilment.Achievements: (1) Successfully completed actions related to audit findings (2) Reorganized and relocated the administration files to ensure quick and easy retrieval (3) Developed a key member of the team to harmonize the working environment and (4) Volunteered to act as a Project Manager - trained in Microsoft Project and transitioned customer orders on to Microsoft Project to improve customer experience. Show less

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  Cfbt education trust

  Feb 2014 - Dec 2014

  Personal assistant - chief executive of cfbt schools trust

  Summary: Provision of a full PA service to the Chief Executive (CE) of an educational trust. My duties in this busy environment included: diary management, travel arrangements, hospitality and day to day running of his schedule.Achievements (1) Created News Articles for fortnightly newsletter on behalf of the CE (2) Sole responsibility for orchestrating and creating routine correspondence on CE behalf (3) Created presentation for CE to deliver at National Conference and (4) prepared detailed information packs for board meetings with Government officials. Show less

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  Vodafone uk

  Dec 2014 - Nov 2015

  Order entry specialist

  Summary: Working as part of the fixed line order entry team for Vodafone UK, my role was to migrate customers from discontinued networks to the Vodafone network. Achievements: (1) Completed the initial project to full quality and scope and 3 months ahead of plan and (2)Starting on a temporary contract, I secured a permanent role. An organisational change meant the role was later positioned off shore.

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  Veritas technologies llc

  Jul 2016 - May 2021

  Working as part of the Veritas Voice of the Customer team.• Responsible for managing through to resolution customer escalations across, EMEA. Working directly with Technical Support, Sales and Veritas Executives.• Owning all communications for our customers and Veritas and organising resource allocations for critical situations.• Perform the role of mediator between all stakeholders to manage the escalation through to resolution. • Engaging the internal resources and stakeholders to manage critical situations to completion and resolution.• Coordinating and assuming the role as the Veritas point of contact for high visibility, political, compensatory, legal and executive escalations, and ensuring all information is communicated to both internal and external stakeholders Show less Monitor internal systems for new cases and action according to the company processes.Manage field events to conclusion within defined SLA’s and according to company processes.Identify and manage escalations, ensuring a satisfactory conclusion is achieved.Generate reports on departmental activities in accordance with process.Maintain a good knowledge of the company, products and processes.Provide support to the wider company when requested to do so.Maintain detailed administrative record of workflow within systems provided.Contribute to the development of systems and procedures by analysing operating practices; evaluating personnel and technological requirements; implementing changes.Maintains rapport with customers, managers, and colleagues.Provides information by answering questions and requests.Maintains business data on customer by identifying and updating discrepancies throughout customer engagements.Supports the resolution of customer complaints by; determining the cause of the problem; expediting correction or adjustment; following up to ensure resolution Show less

  • Sr. Critical Situation Manager

    Oct 2018 - May 2021

  • Sr. Field Service Coordinator

    Jul 2016 - Oct 2018
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  Upp

  Jul 2021 - Nov 2021

  Customer service and admin manager

  Manager of the Front of House Team, with the principal focus on delivery of an efficient andcustomer focused service and associated administration service.My team managed the complete customer service and admin function for over 2300 student rooms in the halls of residence.• To maintain relationships with key stakeholders• To maximise occupancy levels throughout the year through the management of the front of houseteam, and communication with other teams within the Group.• To undertake finance related tasks including invoicing, and administration of damage charges.• To work with other teams to identify and develop improvements to the service.Act as an expert user of the “Room Service” booking system and will ensure that it is used to themaximum advantage of the business and our student customers• Be responsible for maintaining all records on Room Service accurately, especially with regard forthe checking in and out of residents.• Act as an expert user of Kinetics vacation booking system, and ensure it is used to its full potentialby the whole team and during vacation periods for a smooth check in of vacation residents andother summer business.• To ensure all Standard Operating procedures are followed at all times of the year to provide asmooth move in for all customers, maintaining a consistent approach to check in of all new studentresidents. Show less

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  Fortinet

  Dec 2021 - Jan 2024

  Order management specialist

  • Interface with customers, Sales and other departments regarding order issues• Interface between Sales and Operations on shipment schedules and deliveries• Review Sales Order documentation for completeness and accuracy• Work closely with Operations, Shipping, Freight Forwarders, and Sales to ensure terms and conditions are properly met.• Ensure on time booking of all order types• Provide timely order status and tracking information• Resolve all backlog issues including order hold release, product configuration issues, item number discrepancies and missing Purchase Order requirements• Ensure orders adhere to documented Booking Criteria policies and SOX procedures• Provides quarter and month-end support as needed to achieve corporate goals Show less

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  Tanium

  Jan 2024 - now

  Order operations analyst

  Responsible for all aspects of order management, including new partner and customer account setup, sales order review, license delivery, and invoice processing using NetSuite and SalesforceUnderstand current policies and apply the policies to complex deal structuresProcess incoming license tickets, proof of concept requests, and inquiries relating to current and prospective customers.Establish strong relationships with Sales, Deal Desk, Quoting Operations, Contracts, Technical Account Management, Tax, Legal, and Revenue departments and become a subject matter expert with regards to Order Management and LicensingWork with business users and cross-functional teams to identify problems, process gaps and assist in on-going process improvements in order processing, deal closure, invoicing, and collections workflowsPropose reasonable and creative solutions to improve workflows based on quantitative and qualitative analysisAssist with ad hoc reporting regarding key metrics for management reviewMonitor, review and action all relevant mail inboxes daily Show less