Talisha Shah

Experience

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  Jetix

  Nov 2007 - May 2008

  Assistant for online editor
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  Discovery Channel

  Jan 2008 - Mar 2008

  Assistant in research department
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  Shine

  Jul 2009 - Aug 2009

  Assistant
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  RR Donnelley

  Jun 2010 - Sept 2011

  Customer Service Representative
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  Sabras Radio

  Sept 2011 - May 2012

  Web/Production Assistant

  Update the website on a regular basis on current news, music charts, blogs, events information and any other station news. Assist with making commercials for the station, including scripting, voiceovers, editing, using a variety of programmes. Logging in commercials Updating client database. Organising events that we were involved in as a station, from planning to on the day support. Planning drafts for the website in order to update and relaunch. Assist MD in extra projects in association with the station, e.g charity causes etc. Show less

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  Deluxe Digital London

  May 2012 - Sept 2013

  Client Coordinator

  Working across all areas of Client and Media Management, ITV, ITV Global, Channel 5 and Media Access Services, sensibly prioritising the workload on a daily basis. Managing the client’s requirements according to deadlines and available resources. Creating copies of material in the database, Mediaflex when requested. Organising edit schedules (linear and non-linear), if necessary, in conjunction with other co-ordinators. Co-ordination of play-ins / outs to any relevant parties if required. Creating accurate monthly throughput figures. Giving quotes and raising invoices if / when required. Show less

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  DCD Rights

  Sept 2013 - Apr 2015

  Responsible for Project managing clients accounts providing them with technical content solutions to their broadcast needs. Manage the facility house to coordinate content movement.Maintain relationships with clients. Use technical expertise and strong communication skills to negotiate delivery materials from producers to satisfy all upcoming deals and deliver to broadcaster TX dates. Work with the accounting team and manage all material purchase orders and invoices. Liaise with colleagues regularly regarding upcoming deals. Show less Liaise with the facility house to coordinate content movement. Use technical expertise and strong communication skills to negotiate delivery materials from producers to satisfy all upcoming deals and deliver to broadcaster TX dates. Liaise regularly with broadcasters to understand technical requirements, deadlines and update on all delivery information. Manage all master rejections or issues. Managing all metadata queries and send out all supporting materials for broadcasters in a timely manner. Managing all digital deliveries. Update the internal database regarding material movement and new content.Work with the accounting team and manage all material purchase orders and invoices. Liaise with colleagues regularly regarding upcoming deals. Continuously looking for ways to improve the delivery process to clients. Show less

  • Technical Manager

    Sept 2014 - Apr 2015

  • Technical Coordinator

    Sept 2013 - Sept 2014
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  The Walt Disney Company

  Apr 2015 - Sept 2019

  Served as the key contact for all client queries and oversaw digital content and account management. Maintained technical standards, operating costs, and ensured on-time delivery of content by interacting and coordinating with vendors. Forged strong relationships with clients through extending expertise on relevant projects as requested and contributing to consistent level of service. Mediated with departments and stakeholders along with assisting Senior Management on specific projects and incorporated methods to improve workflows. Show less Oversaw the functioning of select branded titles across multiple territories, evaluated requirements, delivering creative dependability and budgetary control. Measured, reported on and met SLA standards by tracking performance, and raising accurate Dubbing Work Orders (DWO) to commission dubbing on behalf of Media Distribution in line with agreed deadlines. Recorded and reported current delivery status of materials and client specifications, analysed costs to provide better insights into P&L. Collaborated with internal colleagues, legal, production, and DCVI to meet channels deadlines. Show less Performed extensive research on consumer thoughts and trends, developing appropriate content. Collaborated with sales to implement strategies as per upcoming deals, sales initiatives, and market dynamics. Utilised technical knowledge of file formats and post-production workflows to choose the most cost-effective, high-quality means of servicing, addressing customer needs, and ensuring content strategy meets business objectives. Strategising and improving content delivery and promotion specific platforms and across assigned projects. Show less Management of specific titles across multiple territories, recognising unique requirements for each while ensuring creative consistency and cost control. Raise accurate and timely Dubbing Work Orders to commission dubbing on behalf of Media Distribution in line within agreed deadlines and to agreed technical standards and costs (SLAs). Update and maintain records to reflect current delivery status of materials and client specifications. Provide theoretical schedules and cost models to support incremental sales. Cost analysis to provide better insight into the P&L on selected deals/projects. Management of workflow and tasks to be undertaken within agreed SLA timelines. Show less

  • Technical Executive

    Nov 2017 - Sept 2019

  • Technical Executive

    Nov 2016 - Nov 2017

  • Technical Coordinator Content Distribution

    Apr 2016 - Nov 2016

  • Technical Coordinator Content Management

    Apr 2015 - Apr 2016
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  Ingram Micro

  Sept 2019 - Jun 2020

  Key Account Manager

  Nurtured key account relationships, managed client onboarding, including systems integration, launching new services, and ensuring maintenance of P&L. Compiled reports and tracked KPIs, recording business meetings and assessing client requirements. Administered client SLAs, presenting QBR’s and invented ways to improve NPS. Building account relationships and negotiated on services, boosting sales revenue, accomplishing quarterly budgets, and attaining targets for clients.

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  Nail Polish Direct

  Jun 2020 - Dec 2020

  Customer Success Manager

  Focused on building customer loyalty and establishing close long-term client relationships, including raising commercial awareness, developing new business, and recognising areas for exceeding value with client accounts. Monitored SLAs and tracked baseline performance expectations, while ensuring KPIs and performance improvement results are met. Fostered strong relationship with customers and stakeholders, analysed progress of monthly/quarterly initiatives to internal and external stakeholders, and ensured on time delivery of solutions as per customer needs. Pitched clients with best offers, leveraging forecasts and track reports of key account metrics. Resolved customer issues and oversaw customer service procedures in collaboration with operations team. Show less

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  The Walt Disney Company

  Jan 2021 - Sept 2023

  Oversee Disney+ platform process and launches as per established SLA guidelines. Coordinate, integrate, and manage distributors for content delivery acquisition for Disney+ services tracking compliance. Forge strong relations with third-party vendors through KPI monitoring, assessed user expectations, and delivered accurate content. Create SOPs for the department in collaboration with top management. Tracked metrics, timetables, and cost models available to help project management and planning operations. Mapped cost analysis providing better insight into the P&L on selected deals/projects. Directed team members, provided guidance on projects, organised specific launches and opportunities to improve workflows. Show less

  • Account Manager - DTC Content Fulfilment

    Mar 2021 - Sept 2023

  • Account Manager

    Jan 2021 - Mar 2021
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  Barron McCann Limited

  Mar 2023 - Jun 2024

  Customer Success Manager

  · Performing trend analysis to deliver real insights into all aspects of managed accounts.· Identifying continuous improvements in the delivery of service into the accounts, increasing uptime of customer equipment under support and having an eye on all commercial aspects of delivery to improve profitability and to reduce costs where possible.· Assisting the Sales team with the creation of account development plans and help to manage change within the accounts.· Generating regular KPI governance reports for both internal and external stakeholders· Organising and chairing regular service review meetings.· Building deep and lasting relationships with key decision-makers within allocated accounts· Proven ability to perform strategic planning and priority setting for all managed accounts.· Client-facing experience within B2B environments· Demonstrable experience of presenting to internal and external senior stakeholders· Ability to influence and negotiate with senior stakeholders both internal and external.· Strong leadership skills.· Detail oriented.· Excellent communication skills both written and verbal, and internal personal skills.· Excellent analytical and problem-solving skills.· Ability to manage multiple projects concurrently. Show less

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  KFP Total IT Solutions

  Jul 2024 - now

  Service Delivery Manager

  Service Delivery Oversight:Ensure Service Quality - Monitor the overall quality of services being delivered to clients, ensuring they meet or exceed customer expectations and service level agreements (SLAs)Continuous Improvement - Identify opportunities for improving service delivery processes, performance, and customer satisfaction. Implement continuous improvement strategies.Client Relationship Management:Customer Communication - Act as the primary point of contact for clients, maintaining regular communication to understand needs, gather feedback, and manage expectations.Team Management and Leadership:Lead Service Teams - Oversee service delivery teams, including coordinating activities and resources. Manage both in-house and vendor teams, ensuring smooth collaboration.Service Delivery Reporting and Analytics:Data Analysis - Use performance data and metrics to analyse service delivery performance, identifying trends and areas for improvement.Reporting - Provide regular reports on service delivery status, issues, and KPIs to clients and senior management.Risk Management - Identify risks that may impact service delivery and take proactive measures to mitigate those risks.Process and Compliance Management:Process Optimization - Develop, implement, and optimize service delivery processes to ensure efficiency and effectiveness.Incident and Problem Management - Oversee incident and problem management processes, ensuring timely resolution of issues and minimizing service disruptions.Collaboration with Stakeholders:Cross-Department Collaboration - Work closely with sales, IT, operations, and other teams to align service delivery with business goals.Strategic Planning and Innovation:Strategic Alignment - Ensure that service delivery aligns with the company's overall business strategy.Innovation - Identify and recommend new technologies or processes that can improve service delivery and meet evolving customer needs. Show less