SUMMARY:

• I have managed and supported some of the main CRM platforms and tools out there including Salesforce, MS Dynamics, Sugar CRM, Sage and other bespoke systems.
• With both CRM systems and operational support experience I am confident and have a clear understanding of the importance of a well - structured CRM platform to enable users and the business with accurate and quality data.
• I am a quick learner and practical thinker with a “can do” attitude and ability to pro-actively make decisions.
• Process focused and detail orientated team player.
• Smart and presentable with both strong written and verbal communication skills and confident in a client or users facing role.
• A personal character with strong management skills who can multi-task and prioritise effectively.
• I am now ready to take the next step in my career to utilise all the skills I have acquired and learnt along the way and look forward to the next challenge.

SKILL:

• Agile Project Management 2017
• Qlik Sense (Business Intelligence) 2017
• Jira system training 2017
• DQ Global data cleansing software 2017
• IT Literate - Advanced user with MS office
• Informatica Big Data Management - CC /2016)
• Microsoft CRM Dynamics 2016
• LinkPoint360 Microsoft Outlook integration
• Pardot
• Conga Composer
• Sky Visual Editor and Lucid Chart
• WordPress CMS experience
• Google AdWords knowledge
• Working knowledge of Google Analytics
• Avention (One Source)
• Sugar CRM
• Sage CRM 2009/2012
• Goldmine CRM 2008
• Avaya Professional Sales Specialist (APSS) August 2014
• Microsoft Technology Associate (MTA) 2013
• VMware Sales Professional (VSP) 2013
• Cisco CSE Certificated 2013
• Microsoft Office 365 Sales Training
• Proficient with SharePoint.
• Citrix and Cisco Sales training Jan 2011
• BAPS Bespoke Internal Database system
• Lloyds TSB Business Finance Manager Course Oct 2004. (2wks FSA Certified)
• Online VMWare Sales course Nov 2007
• ACT Database Management course March 2003
• MS Word Intermediate level course Jan 2003
• MS Project Intermediate level NOV 2002
• MS Excel 2000 advanced level

EMPLOYMENT HISTORY:

Confidential

Business Systems Manager

Responsibilities:

• Responsible for managing the company’s Dynamics CRM platform and BI tool, Qlik Sense
• Manage a team of 4 direct reports between India and the UK and support a 256 user base across 5 countries
• Working with global stakeholders to capture requirements, agree prioritisation and supporting the business operationally
• Management of third party applications, HubSpot, DQ Global, Scribe and Jira ticketing tool
• Adopting Agile methodology to prioritise, plan and deliver projects and functional changes across the platforms
• Managing an steering the development team to ensure projects are delivered on time and to specification
• Responsible for data governance and dealing with GDPR compliance for CRM
• Implementing new processes and enhancing system performance and productivity by identifying areas of improvement
• Developing the CRM company roadmap

Confidential

Salesforce CRM Manager

Responsibilities:

• Responsible for managing CRM platform across Europe for 309 users (1x full time administrator direct report).
• Management and maintenance of system integrations, e.g. Informatica, Digital Enrolment function.
• Ensuring accuracy of data, reporting, dashboards, mass-uploads and drive solid user adoption and satisfaction.
• Design, and implement automated cross functional processes to improve efficiency and productivity across Confidential Europe.
• Maintaining and creation of accurate documentation and user manuals for revised and new processes.
• Management and prioritisation of all projects.
• Analysing and capturing Functional/Non Functional requirements and defining business process journeys.
• Onboarding and training new SFDC users.
• Sandboxes and critical updates/release management.

Confidential

Salesforce.com Administrator

Responsibilities:

• Supporting approximately 150+ users globally.
• Creation of dynamic dashboards for sales teams, regional and company.
• Implementation and roll out of new dashboards across business divisions.
• Ownership of all data related to the performance of Sales teams and marketing.
• User manual creation for all dashboards.
• Responsible for onboarding and training new SFDC users.
• Providing insight, tracking sales targets, and consulting with management on Salesforce best practices
• Optimising user interface to streamline sales processes.

Confidential

CRM Business Analyst

Responsibilities:

• Global migration and integration of FTSE Russell business units.
• Supporting approximately 550 users globally and growing.
• Responsible for UAT testing.
• Creating reports, dashboards for business units.
• Responsible for case management, optimisations and daily Salesforce administration.
• Creation of user manuals and process change across organisation.
• On boarding of new users and providing dedicated Salesforce training across LSEG.
• Providing training across The Confidential Group for Salesforce, Avention and LinkPoint360.
• Collaborating closely with internal staff, partners and third parties.
• Communicating effectively at board level and with all key stakeholders.

Confidential

CRM Salesforce Administrator

Responsibilities:

• Define and document requirements, sales processes and integrate policies.
• Planning and delivering CRM strategies across the Sales Team.
• Creating reports, dashboards, and content areas for business unit.
• Analysis and monitoring of CRM data.
• Responsible for the administration and maintenance of Salesforce including support and trouble shooting
• Assess sales process and create and document Salesforce User Manual.
• Create and document business sales process into flowcharts.
• Training staff on new processes and how to utilise CRM to its fullest.
• Input and migration of historical opportunity data from 2012/2013 into Salesforce.
• Clean up of screen layouts of unused fields within Leads, Trials, Demo and opportunities.

Confidential

CRM Manager

Responsibilities:

• The implementation of a new CRM system “CallPro” across entire business.
• Define and streamline the roll out and provide analytical insight for management into the B2B business.
• Accountable for defining and producing project deliverables.
• Project management of delivering training sessions to management, end users and super users.
• Responsible for Testing, ensuring that any system developments are properly checked and tested prior to sign off.
• Working with 3rd parties and internal teams to specify and develop interfaces.
• Upload of new database and existing sales and marketing campaigns into new CRM.
• Implement work flow around individual sales processes.
• Create reporting and email templates for client requirements.
• Ensuring that CallPro is embedded as an integral part of the sales process within B2B and that the tool retains managerial support with respect to adoption and usage.
• Supporting the sales team in areas of development and coaching.

Confidential

Senior Account Manager

Responsibilities:

• Providing Avaya IP solutions focused on IP Office and unified communications.
• Upselling of Voice, Video and Data products and services with Shoretel/Polycom and Plantronics.
• Effectively account manage 60 spending resellers by maintaining regular contact and support.
• Responsible for the whole sales cycle from quote to order delivery.
• Building strong business relationships with customers and vendor sales.
• Negotiate pricing and buying conditions and updating onto CRM tool, Sales force and MS Dynamics.
• Engage in consultative selling by being a trusted advisor for Confidential customer.
• Achieve and exceed quarterly sales targets.
• On boarding of new resellers to appropriate partner status.

Confidential

Strategic Account Manager

Responsibilities:

• Prospecting and identifying new accounts through website research, journals and database in excess of 500 users.
• Ensuring leads are correctly assigned to origination campaigns in Salesforce and iCare.
• Managing monthly and quarterly pipelines and forecasting business accurately.
• Creating and closing quotes, bids through to order stage on CRM.
• Confirming proposals with clients to ensure accuracy of requests, noting any changes onto CRM.
• Building a sales book and client portfolio of accounts in appropriate verticals, selling solutions v transactional products, through qualification, profiling and deduping where necessary.
• Closing Microsoft Enterprise and subscription agreements within corporate accounts.
• Achieving and exceeding targets and goals against company metrics.
• Negotiating pricing daily with manufacturers, vendors and resellers to maximise margins. Utilising every contact available to gain stronger and competitive pricing.
• Submitting deal registrations onto internal systems.

Database Administrator

Confidential

Responsibilities:

• Assisted with the roll out of Salesforce across the UK, working closely with the MOJ/Cabinet Office on template layouts and database creation for Salesforce.
• Develop and maintain the governance, reporting and management processes which will drive a successful Bid Pipeline, qualification and resource bid process Produce the analysis and reporting to track progress whilst putting in remedial actions to keep the bid teams on course.
• Provide daily/monthly dashboard reporting to key stakeholders and Sales Directors.
• Creating dashboards for managers and departments.
• Uploading of raw data into CRM and manipulating excel to generate bespoke reports.
• Terminating lost bids and tenders on Salesforce to maintain accuracy of pipeline reports.
• Updating Sales force CRM with new bids and tenders and escalating to next stage of the process.
• Manage the sales funnel ensuring integrity of data, liaising with BD Directors and business unit leaders to ensure accuracy of data.
• Engaging with staff on all levels to implement processes to minimise bid delays.
• Arranging meetings to ensure correct resources were utilised for each tender.
• Tracking bid submissions and outcomes and reporting back to Director and Manager level.
• Generating key repots for sales pipeline in general and bid/ tender pipeline to Directors and highlighting any issues with tenders and creating action plans to rectify.
• Monitoring of all documents and templates to ensure compliancy and governance and libraries were updated.
• Working with key MOJ contacts to understand requirements around using Salesforce and data protection.