Consultant
Meltwater
Total years of experience :13 years, 0 Months
Consultant at a global leader in media intelligence. Responsible for client engagement and growth.
-Analysing customer well being and driving engagement
-Researching and SWOT analysis for expansion into new markets
-Owning and driving the full sales cycle from prospecting, through negotiations to closure
-Helping companies strengthen their communications and marketing strategies
-Assessing client's technical and business needs
-Supporting new clients in implementation of the -SaaS products and maximizing the ROI
-Managing the relationship with existing and prospective customers
-Creating sales related business documentation
Achievements:
-Prince2 Foundation and Practitioner Certification (License number 2000403254, 2000403254)
-Exposure to Waterfall and Agile Project Management Methodologies through working across different teams and extensive Fuse’s client base
-Support in Development Project Management Office within Fuse Universal
-Project Lead on the internal implementation of External Support Ticketing System
-Knowledge of computer software/portals: Clarizen, Jira, HubSpot, Freshdesk
-Working on projects with brands: Vodafone, EY, Lloyds Banking Group, Tesco, Spotify
Project Manager
-Managing a portfolio of 10+ projects for clients belonging to FTSE 100 and Fortune 500 companies
-Scoping SaaS platform project implementation plans which encompass clients’ requirements and business needs
-Establishing project deliverables, success metrics and ensuring key deadlines are met and suitable resources are allocated
-Collaborating with UI Designers, Software Developers and Technical Leads to deliver the scoped solution
-Identifying and mitigating risks
-Controlling project costs and budgets
-Maintaining and developing client relationships throughout the lifecycle of the project
-Producing regular project reports both to internal and external stakeholders
Customer Success Manager
-Single point of contact for 15+ clients with over 100, 000 users
-Building relationships with clients and key stakeholders and securing license renewals
-Expanding current accounts through creating and implementing engagement projects
-Developing and maintaining internal and client communication strategies
-Delivering administrative training to clients, colleagues and team members
-Creating process documentation
Achievements:
-Active participation in 2 process transitions from Ireland and the Netherlands to Poland
-Six Sigma Green Belt 40h course completed and exam passed
-EMEA Customer Champion at Hewlett-Packard Global Business Centre
-1 of 12 participants in exclusive high potential “Leadership Enhancement and Development” program at Hewlett-Packard Global Business Centre
-Corporate Social Responsibility Ecology Cluster Lead for entire Global Business Centre in Wroclaw and Lódz, Poland
-Knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint), Microsoft SharePoint, SAP (FI1/LH1), Poetic, Ariba Spend Management
Supervisor in Global Procurement Operation
-First line people manager
-Driving continuous improvement across the team
-Delivering operational excellence and green KPIs
-Stabilizing and developing of a 20+ team
-Change control, support of strategic initiatives
-Talent development and mentoring
-Escalation management with internal and external customers
Team Leader in Global Procurement Operations
-Direct Supervisor back up
-Regular monitoring of KPIs, preparing action plans to reach targets
-1st level support in escalation management system
-Hiring and retaining talents
-Preparing feedback sessions and development plans for team 20+
Team Leader in ESSN Software Licensing
-Driving process improvements: KAIZEN project completed
-Transition project coordination and support
-Creating corrective and preventive actions in escalation management system
-Providing high-level process expertise
-Monitoring new hire training process
-Preparing feedback sessions and development plans for 10+ team members
-Building strong partnership with internal and external customers
Customer Service Representative in ESSN Software Licensing Support
-Creating internal process documentation for service transition
-Processing customer requests in Spanish, English, and Polish
-Providing process expertise as Subject Matter Expert
-Coordinating six SMEs as Global Knowledge Management SPOC