JAE NATHANIEL BAILEY

• Data and metrics handling; measuring business performance as well as monitoring and chasing SLAs to ensure timely resolution of customer enquiries
• Assisting management by analysing and collating data from the CRM (D365) and using Microsoft Excel
• Co-ordinating with clients and contractors for any defects raised within the warranty period
• Organising inspections with housing associations
• Producing weekly KPI reports on business performance, specifically client satisfaction scores
• In result supporting the businesses development strategies and promote success
• Logging and updating client data
• Regularly communicating with subcontractors and engineers, internal as well as external to delegate tasks
• Launching requisition requests, signing payment authoristion/invoices.

• Building and nurturing professional and international client relationships with banks such as Goldman Sachs, Citi, RBS, Barclays and more
• Leading and training new team members
• Analysing and reporting product malfunctions or client advice to implement new ideas for product features and benefits
• Providing real time news on the bonds and debt capital markets to global clients by adding them to Bloomberg or corporate Email distribution lists
• This supported financial institutions such as banks to be up to date with the latest deals, press releases and information on the capital markets globally across Europe, Asia, Africa and Latin America
• Driving sales and retention by analysing client data usage metrics followed by implementing methods to increase customer satisfaction and product usage
• Using data analysis to create presentations on possible strategies to optimise the businesses success such as how the team coordinate their tasks, including maintaining a strong client portfolio
• Updating internal data bases with information on technical issues as well as handling those technical issues promptly
• Providing demo's on product features and benefits and offering different subscription types for API, mobile app or website, both client facing and via video call
• Attending conferences, events and meetings to discuss what the business offers and develop professional relationships
• Keeping up to date with client satisfaction and product performance
• Collaborate with various teams such as product development and account managers
• Regularly managing CRM software.

• Managing customer enquiries through phone, web chat and Email, resolving their issues or complaints as well as assigning queries to the appropriate departments such as product and data teams
• Carrying out demo calls with clients on platform navigation, including highlighting features and benefits
• Maintaining client retention, up-selling with strong client communication and understanding their objectives
• Gathering customer feedback, analysing patterns and themes to improve processes and customer satisfaction, including updating FAQ's
• Working on a ticketed system to manage clients with technical support issues
• Collaborating with data and product development to efficiently solve any customer problems.

• Supporting clients with rehabilitation, those of which whose mental health conditions required full surveillance and accommodation
• Delivering inductions to new clients, risk assessing them and carrying out routine property, room, health and safety checkups
• Regular report writing on clients, including using the CRM system for such administrative duties
• Providing practical assistance for clients whose skills may not yet be developed.

• Generating new business as well as maintaining existing clients B2B and B2C
• Orchestrated and organized the sales pipeline utilising Google Sheets
• Supporting analysts with research to collate market and brand data to contribute to client business strategies and objectives
• Managed different industry sectors such as retail, leisure and FMCG, which included clients such as David Lloyds, Just Eat and Tesco, this was done through using analytics and research to monitor customer trends, which included generating market forecasts and report writing
• Driving customer loyalty and retention by regularly communicating with existing customers on new and updated products that align with their objectives
• Arranging meetings with clients to have exploratory conversations to discuss their business intentions
• Using data to create and conduct presentations for high profile clients such as directors and CEO's to help them visualise consumer insights and market forecasts
• Discussing the budget of the client and figuring out the best option of sale
• Launching Email and social media marketing campaigns to generate new leads and awareness of our products
• Monitoring performance such as customer perception and satisfaction.

• Franking post and assigning each mail to the correct departments within the business
• Update team documents, training materials and presentations
• Acting as point of contact within the business to support all teams and departments with facility related enquires or concerns
• Implementing and reinforcing health and safety regulations
• Managing the upkeep of equipment and supplies
• Planning and organising building inspections to determine the need for repairs or renovations
• Regularly update client visitors, purchase orders, managing invoices and billing
• Booking meetings as well as providing support for office events and conferences
• Supporting the office and team members with admin related duties.

- Supported staff members in their daily tasks, reducing workload.

- Created and shared advertising flyers on Facebook and Twitter for customer engagement and lead generation.

- Completed administrative duties such as data handling and organising files.

- Earned a certificate indicating completion of 2 weeks of work experience in the following departments: Marketing, Customer Service, iCT, Human Resources & Training.