Nathan Wisniewski

Experience

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  Matalan

  Oct 2009 - Aug 2010

  Dealing with customer needs, tidying the shop floor, unpacking products in the stock room, answering calls about product queries, serving customers over the tills, working in a team of 10 people and I also completed the Star Program level 1. dealing with customer needs, tidying the shop floor, unpacking products in the stock room, answering calls about product queries, serving customers over the tills, working in a team of 10 people and I also completed the Star Program level 1.

  • General Sales Assistant

    Apr 2010 - Aug 2010

  • General Sales Assistant

    Oct 2009 - Mar 2010
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  South Yorkshire Marketing

  Mar 2010 - Apr 2010

  Marketing Operative

  Door to door sales, marketing strategy, calculating marketing figures. Working in a team of 20 people, I was given door to door sales training, completed a domestic energy test with 100% and had begun my team leader training.

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  NHS

  Sept 2010 - May 2011

  Apprentice in Administration

  Reception desk work (meeting and arriving clients making appointments) , dealing with incoming and outgoing mail, inputting and retrieving data, help with IT problems, distribute faxes, manage bookings for the meeting/training room and help other members of staff with any work they may need me to do e.g. scanning, photocopying, audits and sending off faxes.

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  Primark Stores Limited

  Apr 2011 - Nov 2011

  General Sales Assistant

  Helping customers with their needs, tidying the shop floor, serving customers over the tills and making sure my area has sufficient stock available for customers.

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  AIM Smarter Limited

  Nov 2011 - Jun 2021

  As a Team Leader at CustomerFocus, the precursor to AIM Smarter, I coached a dynamic 4-member support team through software support, sales, and project implementations. I exceeded service level agreements (SLAs), boosting metrics from 92.7% to 99.3% within two months. By spearheading the implementation of key platforms like BIT and designing a management reporting tool, I enhanced workload management, prioritisation, and training needs identification. I revitalised all help guides, launched a tracking dashboard, and promoted self-led learning within our globally distributed support team. Through the implementation of new internal platforms, I achieved cost savings and leveraged increased client trust to drive account profitability. Show less During my tenure as a Senior Account Manager at CustomerFocus, I collaborated with senior business and IT stakeholders to successfully manage ERP system and eCommerce website projects. I led cross-functional teams, ensuring seamless project delivery within budget and on time. By fostering a culture of innovation and creativity, I leveraged client implementation insights to feed into product development user cases. Through user training sessions and effective account management, I maximised internal knowledge and improved client team utilisation rates. I also nurtured client relationships, negotiated new business opportunities, and implemented retention strategies to prevent client attrition. Show less As a Senior Support Consultant at CustomerFocus, I deputised as the team manager during a 3-month absence. I led the support consultant team, cascaded talent, and ensured the delivery of exceptional support services. By identifying and escalating functional improvements to product development teams, I contributed to ongoing enhancements. I engaged with diverse customers, resolved escalated issues, and identified opportunities to unlock additional value from our services. My meticulous record-keeping, including logging support calls and ensuring accurate documentation, played a vital role in achieving exceptional levels of support, profitability, and high-quality service delivery. Show less As a Software Consultant at CustomerFocus, I provided comprehensive web and software customer support. By applying needs analysis, gap analysis, and solution design methodologies, I successfully delivered new platform implementations. I spearheaded user training, diagnosed, and resolved platform faults, and maintained meticulous documentation. Through software testing, bug fixing, and HTML help sheet authoring, I ensured a seamless user experience. My expertise in cloud-based systems, system integration, and data import/export processes streamlined operations and facilitated efficient workflows. Show less

  • Support Team leader

    Apr 2019 - Jun 2021

  • Senior Account Manager and Implementation Specialist

    Sept 2016 - Apr 2019

  • Senior Support Consultant

    Mar 2015 - Sept 2016

  • Software Consultant

    Nov 2011 - Mar 2015
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  Wharncliffe Business Systems

  Jul 2021 - Aug 2021

  Sage 200 & Realitex200 Implementation Consultant

  During my tenure as an Account Manager and Implementation Consultant at Wharncliffe, an IT service provider specialising in Sage 200/CRM and Realitex 200 solutions, I collaborated closely with our biggest client. By gaining a thorough understanding of their needs and strategies, I successfully led a turnaround of support queries and provided valuable insights for future feature updates. Additionally, I improved the system specification document by utilising SQL, enabling dynamic specification creation for the product development and client teams. I also played a key role in talent induction and addressing skill gaps within the support and implementation team – including training my replacement in ERP systems, passing a decade of experience in just 2 weeks. Show less

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  AIM Smarter

  Aug 2021 - Jul 2022

  Customer Service and Support Manager

  Leading a turnaround to boost KPIs back to +97%. I also conducted user sessions to gather valuable client feedback for product and marketing development. By hosting the AIM Academy YouTube Educational series, I maximised client system usage and promoted the adoption of our cloud solution hosted on AWS. I successfully migrated over 25 cloud customers from an old server environment to AWS, achieving improved support capabilities and acquiring new business. Through a 6-month transformation program, I stabilised internal systems, implemented a cloud-first approach, and reduced server costs. My contributions included leading the support team, designing management reporting tools, refreshing help guides, and launching a tracking dashboard. I also championed self-led learning within the support team and realised cost savings through the implementation of new internal platforms. Show less

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  AIM Smarter Limited (Formerly Customer Focus)

  Jul 2022 - now

  General Manager - PromoServe

  I play a pivotal role in Promoserve ERP's product development. By collaborating with developers and clients, I iterate the product roadmap to deliver the best features and upgrades based on client demand. I oversee the end-to-end delivery of Promoserve's ERP roadmap, ensuring alignment with client-market drivers. By prioritising feature and functionality deployments, I enhance product performance and identify areas for improvement. I have led major client implementation projects, such as the successful deployment of cloud migrations, resulting in increased billables and improved customer support metrics. Additionally, I drive innovation by introducing process automations and improving the go-to-market strategy through regular client communications and tech conferences. My expertise in managing internal governance, defining, and measuring product metrics, and fostering a culture of innovation has been instrumental in the success of our ERP solutions. Show less