Research Content Specialist
Gartner
Total years of experience :15 years, 3 Months
Assisting clients to successfully drive business transformation projects with our market leading experience. Aligning the right insight at the right time to exceed client expectations.
• Accountable for content knowledge expertise in the Gartner for Technical Professionals research group, managing eight different research teams including Applications and Security.
• Remain abreast of updates to assigned core topics, published research and research area coverage to enhance ability to handle inquires.
• Daily communication with external clients via telephone and email to validate their request requirements and delivering valuable interactions with our research analysts.
• Conduct customized searches and actively send relevant research and information based on client’s needs and mission-critical priorities.
• Work with the Sales Department to identify sales prospects, renewal opportunities.
• Assist Account Executives and Client Partners with value planning and renewal opportunities.
• Liaise with Research Analysts to enhance their knowledge of client needs.
Man-management of the marketing program to ensure all internal business stakeholders that are involved on a 1:1 level with customers across the Gulf region are delivering an exceptional level of service that contributes to Microsoft’s global brand.
• Collaborating with third-party agencies, business partners and suppliers for marketing campaigns to increase internal CPE awareness via branding and advertisement
• Utilizing Microsoft products such as O365 and SharePoint to enhance team collaboration and effective knowledge sharing
• Collaborating with Segment leads, Account managers and senior management across the Gulf
• Examining and mining survey data for trends, stakeholder analysis and devising efficient repeatable solutions to proactively manage customer satisfaction
• Providing guidance to all internal stakeholders to ensure accurate update of customer’s contacts to improve the quality of the survey execution
• Preparing and presenting results of the analysis to Gulf leadership
Delivering a consistent level of quality and service to over 2 million customers a year across two departments at the number 1 online travel agency in the UK.
• Effective networking with international partners via Internet to guarantee increased profit margins through effective contact and special rate negotiations
• Supported Sales management by managing inventory of hotel availability
• Strong interpersonal and analytical skills in creating and testing seasonal contracts with hotels
• Dealing with customer queries and post-travel complaints via telephone and Internet
• Managing the commercial customer portal to clear backlog of requests in high seasons
• Providing gold-Standard level of customer service, ensuring all travel arrangements are met
• Maintaining company standards in accordance with ABTA and IATA regulations
• Liaising efficiently and effectively between the customer and over 100 travel partners
Represented the UK's number 1 department store within the Bureau de Change department as the main point of contact where I assisted large numbers of customers with foreign exchange and travel insurances, in line with Governmental security measures, in addition to leading the customer support team at the helpdesk with additional customer services.