Experience

• 

  Aurum of jersey

  Apr 2007 - Mar 2017

  • Maintaining and updating of computerised client records• Regular reporting on stock lines and sales• Assisting the Shop Manager and Directors with the general organization and operation of the retail area• Training staff on new products and procedures• Assisting the Shop Manager and Directors with improving communication with the workshop regarding stock requirements• Assisting the Shop Manager with improving communication with the office regarding pre and post sales administration• Attending (or in the absence of the Shop Manager, hosting) regular meetings to ensure any issues can be raised and addressed on a timely basis• Participating in corporate evenings and other client events• Respecting the confidential and sensitive nature of the business at all times Show less • Greeting customers• Assisting customers with any queries• Giving advice and guidance on product selection• Responsible for processing cash and card payments• Dealing with customer refunds/exchanges• Reporting discrepancies and problems to the supervisor• Working closely within established guidelines• Training new sales staff in basic operations and procedures• Managing email communication • Coordinating and synchronizing orders with suppliers and other internal divisions within the company • Coordinating and assist with stocktaking procedures • Checking goods against delivery note/and purchase orders • Processing and verifying daily sales reports • Cashing up and finalizing end-of-day procedures Show less

  • Assistant Manager

    Jan 2016 - Mar 2017

  • Sales Executive

    Apr 2007 - Jan 2016
• 

  Cpa global

  Mar 2017 - Nov 2020

  • Become a trusted advocate / advisor with customers• Discover and influence customer’s desired outcomes and ensure both CPA Global and the customer are fully aligned on how to achieve and measure those results• Advise clients on strategies and tactics for developing a healthy IP portfolio• Establish and oversee our client's adoption, training and development of best practices• Provide excellence in customer advocacy, driving satisfaction and recommending solutions• Identify opportunities to increase or expand a customer’s engagement with CPA Global products and services in the context of maximising usage, satisfaction, and ROI• Establish and maintain effective working relationships with geographically distributed virtual matrix teams across multiple business verticals and functions, including sales• Responsible, as a consolidated escalation point, for overall account management across CPA Global’s operations and services delivering a single service solution• Conduct internal reviews across all products and services to ensure continuous client focus, commitment and engagement• Collaborate with sales partners to coordinate internal and client senior management / stakeholders for regular reviews of progress against documented goals, priorities, and success criteria• Contribute to CPA growth objectives by maintaining high client satisfaction levels, and providing insights on growth and expansion opportunities Show less • Deeper understanding of TM Lifecycle, processes, systems and complex law requirements and am able to convey this knowledge back via delivery or training or through query management• Ability to understand and respond to complex customer requests and if required work with global teams to ascertain solutions• Experience of coaching and delivering training to internal staff members• Demonstrate ability to handle Customer complaints from start through to the finish• Demonstrate ability and consistent performance of understanding customer satisfaction and acting upon feedback• Drive Change & consistently recommend improvements to a process• Assist fellow CSA’s with complex queries• Involved in the recruitment and interviewing process of new candidates• Running weekly and monthly statistics reports on the performance of the team and ensure they are in line with annual goals• Mentoring new team members and supporting their development Show less • Initiate improvements to renewal procedures, workflow and CPA Global’s services, which will increase growth and profitability• Anticipate Customer needs via Customer familiarity• Develop Customer knowledge and familiarity of CPA Global’s services• Handle occasional sensitive situations with Customers and escalating complaints to the Renewal Account Manager• Log, respond and resolve incoming telephone, email, fax and post queries for your portfolio of Customer s via ECM• Ensure Customers receive a professional, efficient and high-level renewals service• Identify pragmatic improvements to service and quality issues• Participate in internal training programmes, to assist in developing confident and motivated staff ensuring customers receive a consistent high quality service• Comply with all procedures without adding increased risk whilst maintaining a high quality of service• Participate in strategic projects to ensure continuous improvement in the business as required• Comply with checking mechanisms and ensures that learning opportunities are reviewed on a regular basis• Ensure Trademark risk procedures are adhered to • Manage time effectively and to help colleagues with workload peaks• In conjunction with the Renewal Account Manager, to ensure that their Personal Development Plan is updated and actioned on a monthly basis• Actively seek Customer feedback and works with the Renewal Account Manager to improve our Customer s overall satisfaction with CPA Global’s service• Ensuring that Customer profiles are kept up to date & specific Customer knowledge is shared with all applicable teams• Providing support on business initiatives to improve quality of service to meet company objectives• Works with all CPA Global regional offices to help maintain a high level of service for internal and external Customers Show less

  • Customer Success Manager

    Nov 2020 - Nov 2020

  • Senior Customer Service Advisor

    Jan 2019 - Nov 2020

  • Client Service Advisor

    Mar 2017 - Jan 2019
• 

  Clarivate

  Nov 2020 - now

  Customer success manager, europe - professional services