Account Director (08/2024 – Present)  – Technology Group

• Responsible for existing account portfolio growth and retention across both businesses, covering data migration, data archiving, and integration managed service offerings.

Regional Sales Manager (11/2021 – 08/2024) – Healthcare Solutions

• Regional responsibility for strategic growth across Midlands, London, South West, and Wales.
• Commercial consultation for Electronic Prescribing Medicines Administration, Pharmacy Stock Control, Mobile Closed Loop Administration, and Managed Service Cloud Hosting solutions. Included EPR and Maternity solutions as transitioned into the new group.
• Whitespace Gap Analysis for available market and collaborative growth strategy.

Commercial Account Management Team Lead (08/2017 – 10/2021) – Health Data Solutions

• Provided solutions for health and social care data interoperability challenges across disparate systems.
• Responsible for the Commercial Account Management Team (Retention, Growth, and New Business).
• Contract and relationship management of a Health and Social Care client portfolio across all NHS sectors.
• High-level programme management during rollout of interoperability products and services to clients.
• Product utilisation and portfolio gap analysis to support strategic customer growth and ROI plans.
• Developed a business-wide Customer Experience strategy, BI reporting toolsets, design and deployment of Salesforce CRM, and acted as internal auditor for ISO 27001/2 and 9001 certifications.

Interim Service Manager (04/2017 – 08/2017) – Logistics Group

• Drove, measured, and reported service delivery to contractual SLAs for a large government contract.
• Managed incidents, problems, and risks, while implementing continuous improvement initiatives.
• Developed key stakeholder relationships, both internal and client-facing, through regular service reviews.
• Acted as point of escalation for customers and facilitated resolution between internal business functions.

Service Relationship Management – Team Manager (07/2015 – 04/2017) – Health IT Solutions

• Led a field-based team of Service Relationship Managers and managed relationships between Customers, Support, Problem, and Account Management functions, focusing on service delivery.
• Coached, motivated, and developed relationships across internal and external stakeholders.
• Created consistency in customer experience, reduced escalations, compensation claims, and call volumes to support functions, while ensuring service improvement opportunities were recognised, owned, and implemented across the business.

Service Relationship Manager (06/2012 – 07/2015) – Health IT Solutions

• A key link between customer, field staff, and head office functions (including technical support, problem management, development, and release management teams).
• Managed relationships and expectations across GP’s, Clinical Commissioning Groups, and NHS Digital regarding issue resolution and service levels.
• Evaluated the voice of the customer, pain points, and improvement opportunity in delivery of products and services offered to maximise usage and return on investment.
• Worked proactively and cross-functionally to minimise risk, customer escalation, compensation claims, and negotiation autopsy of any claims made.
• Analysed customer support activity and trending to identify risks requiring prioritisation with development teams prior to customer escalation.
• Conducted managed service reviews, delivering quarterly statistics and analysis of Support SLA performance to customers as part of the company ISO accreditation and contractual requirements.

National Healthcare Account Manager (09/2011 – 06/2012) – Health IT Solutions

• Supported regional sales teams during the rollout of primary care clinical system.
• Reviewed customer experience across the business for improvement opportunity. Customer journey mapping, risk profiling, and designed surveys to gather customer insight across all touch points.

Customer Experience Consultant (06/2010 – 02/2011):  Communication Solutions

• Reviewed service delivery model and its impact on customer experience.
• Conducted Cx workshops, mapped customer journeys, and reviewed customer insight.
• Managed change processes to enhance customer experience.
• Consultancy won the Industrial Administration Award for best project at university.

Postgraduate MBA Student (09/2008 – 12/2010) – University

• Awarded distinction and International Beta Gamma Sigma Honor Society membership by AACSB International for MBA and research consultancy.

Customer Services Manager (01/2007 – 09/2008) – Software Solutions

• Managed clinical software support helpdesk, implementation, and training teams.
• Implemented Salesforce (CRM) for tracking customer activity and monitoring SLA performance.
• Created quality assurance KPIs, staff recruitment, processes, and a document management system.

Technical Support Engineer (06/2004 – 01/2007) – Software Solutions

• Software deployment, 2nd line support, testing, created documentation, and trained GP practices.

For further information on this candidate please use reference number: 045