Lorna Loftus

Experience

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  Happy Days Playcentre

  Nov 2008 - Sept 2011

  Deli Supervisor

  Supervised a team of five staff. Responsible for stock taking and ordering stock, arranging and supervising parties of up to twenty-five children, ensuring food and entertainment were provided.

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  Velvet Room Nightclub

  Jan 2009 - Feb 2017

  Bartender

  Responsible for serving alcohol and dealing with customers. Responsible for handling cash and stock.

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  UFS Studios

  Apr 2012 - Jan 2013

  Game Developer

  As part of my Degree I spent almost 12 months working at UFS Studios, a games development think tank based in Sligo. Managed a team of 13 students. Met quality standards and timely completion of projects. Worked closely with team to create a shared vision and see it through from concept to completion. Designed, wrote and launched a Dungeon Crawler game. Link to download http://www.indiedb.com/games/deaducation/downloads/deaducation-alpha-v0Play tested and debugged code. Important role in key decisions of game making.Responsible for PR of all releases of the game and also all design concepts for the games. Show less

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  MB Mediprint

  Jun 2013 - Jul 2015

  Maketing and Web creation

  Work part time doing Marketing for MB Mediprint. Responsible for creating and maintaining MB Mediprint website.

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  Louis J Doherty Antiques

  Jun 2014 - May 2015

  Front End Web Developer

  I am responsible for taking pictures of items that will be sold and putting them on line. I also add and change features on the website and do general upkeep. I am also responsible for selling items on eBay.

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  Sage

  Sept 2015 - Nov 2021

  As part of the Customer Success team my role is to ensure our Accountants, Bookkeepers and Partners achieve the highest possible value from our products. Play a key role in the adoption and implementation of Sage products in practices across Ireland. I contributed to pre-sales activities by providing expert insights and tailored demonstrations to potential customers, showcasing how Sage products can address their specific needs and drive value for their business. Moreover, I specialised in addressing the unique challenges associated with foreign payrolls, such as French and South African, offering customized solutions and guidance to ensure seamless integration and compliance with international regulations.As part of this team, I worked with our Accountants, Bookkeepers and Partners at all stages of their journey (Demos, Onboarding, Nurturing and Renewal) and be an advocate for Sage while confidently demonstrating and promoting Sage products and services.Implementation of Sage solutions, training one on one and making sure customers have access to all the resources needed to succeed. Also responsible for taking feedback on Sage solutions and escalating these to relevant teams. Working closely with Account and Practice Success Manager to support their Accountants and Bookkeepers on their Customer Journey providing training when they flag them as underutilising their solution or at risk of churn. Create and manage online downloadable content (Workbooks, task books and Certification Exams) for Sage University Online learning platform for customers, using Camtasia, Articulate 360 Suite and Cornerstone. Cover everything from 1-2-1 and webinars, presenting to large audiences, supporting roadshows, and delivering live or remote training. Show less Bespoke Onsite, Remote and classroom Training:Responsible for delivery of high quality onsite, remote and classroom training/consulting/implementation/report writing services in line with Sage best practice standards that meet client requirements and support ongoing client relationships within advised timeline for our Payroll and Accounts products. In addition to my primary responsibilities, I engaged in pre-sales activities, collaborating with sales teams to understand client needs and tailor proposals that effectively demonstrate the value proposition of Sage solutions. I leverage my expertise in South African payroll and accounts to provide specialized insights and guidance to clients operating in this region, ensuring compliance with local regulations and seamless integration of Sage products into their operations. Through targeted consulting and training, I empower clients to maximize the benefits of Sage solutions while fostering long-term relationships and driving revenue growth.Achievement of individual and team quarterly consulting targets.Develop and deliver training keeping in line with up to date delivery methodologiesReview and follow up allocated Help Desk/Training and General enquiries from clients to ensure client receives resolution within required time frames and maximise revenue opportunitiesAchieve and maintain the required level of skills and competencies to perform the role, including product knowledgeActive promotion of the software solutions and services offered by Sage.Other duties as required from time to time. Show less Deliver an Extraordinary Customer Experience through a high performance culture.Dealing English and Irish payroll and HR issues, using desktop and cloud products Sage provide; Micropay, Quickpay, Sage 50 payroll, Instant payroll and Sage one Payroll. Key responsibilitiesTasked with resolving customer issues through Emails, Webchat and calls, working on up to 50 emails/webchat and 30 calls a day. Complete data investigations to find answers to problems customers are having in their payroll, help new customers move seamlessly to our products using export and import tools. Dealing with escalated queries from other Technicians, being a level of support for other technicians on the in-house Technical Support Line, helping them with their queries. Being responsible for teaching and coaching new technicians to take and handle calls. In addition to my primary responsibilities, I leveraged my ability to quickly learn and adapt to competitors' programs to better assist customers with diverse needs and preferences. By understanding the features and functionalities of competing payroll and HR solutions, I could offer informed comparisons and recommendations to help customers make well-informed decisions about transitioning to Sage products. This proactive approach not only enhances customer satisfaction but also strengthens our position in the market by showcasing the unique value proposition of Sage's offerings compared to alternatives.Ensure targets are met for inbound/outbound calls; 30-40 calls per day with an average handling time of 10 minutes, meeting Revenue targets and keeping to a schedule that is micro-managed to ensure we provide the best level of customer care, making sure we give a level of care and attention to make sure we keep our Net Promoter Score (NPS) up and generate a 100% First call resolution by making sure each customers query is fixed with first contact to support. Show less

  • Accountant Enablement Specialist (Customer Success)

    Oct 2020 - Nov 2021

  • Professional Services Consultant

    Feb 2018 - Oct 2020

  • Software Support Technician

    Sept 2015 - Jan 2018
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  Microsoft

  Feb 2022 - Jul 2023

  Digital Sales Technical Specialist (Customer Success)

  Led pre-sales activities by qualifying leads, performing demos, and collaborating with customers to understand their requirements.Tailored demonstrations and presentations to showcase the capabilities of PowerApps, Flow, and Power BI, aligning with customers' specific business challenges and future technical vision.Leveraged deep technical knowledge and customer insights to provide guidance on how Microsoft solutions can address business needs effectively.Used compelling storytelling and evidence of business value to drive customer buy-in and confidence in Microsoft's solutions.Contributed to the achievement of revenue targets and growth of Microsoft's market presence.Provided feedback to Microsoft on customer development needs, blockers, and mitigation strategies.Proactively learned and understood competitors' programs to offer comprehensive insights and comparisons during pre-sales engagements.Demonstrated how Microsoft's solutions offer superior functionality and seamless integration with existing systems compared to competitors.Facilitated discussions with customers on the benefits of transitioning to Microsoft's ecosystem.Provided a clear roadmap for maximizing the value of customers' existing investments while harnessing the advanced capabilities of Microsoft's solutions for enhanced efficiency and innovation. Show less

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  DIOMAC

  Apr 2024 - May 2024

  Business Development Executive
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  Rippling

  May 2024 - now

  Senior Solutions Consultant

  Partner with the Sales team to ensure the success of prospects during their evaluation of RipplingUnderstand a prospect’s technical requirements and convey the business value of Rippling’s product suiteManage technical demonstrations and POCs for prospects that address their unique business objectivesCreate, present, and maintain technical content such that customers are successful using the Rippling product suite