Marie Johnson

Serving as primary interface for a number of Experian's largest Global Clients.

1. Service Delivery Management

• Lead end-to-end service delivery for key clients, ensuring that SLAs and KPIs are consistently met or exceeded.

• Acted as the primary point of contact for escalations, managing and resolving issues promptly to maintain client satisfaction.

• Developed and maintained strong relationships with clients, understanding their needs and aligning services to meet their objectives.

• Oversaw project implementations and ensured service transitions are smooth, timely, and well-executed.

2. Operational Excellence & Process Improvement

• Identified opportunities for operational efficiency and lead initiatives to streamline service delivery processes.

• Conducted root cause analysis for recurring issues and implemented preventative measures.

• Drove continuous improvement by leveraged data insights, client feedback, and service metrics to refine and optimise service delivery practices.

3. Reporting & Performance Analysis

• Monitored and reported on service delivery metrics, identifying trends and providing actionable insights to stakeholders.

• Prepared and presented reports to senior leadership, highlighting achievements, challenges, and areas for improvement.

• Developed and maintained dashboards to track real-time service delivery performance and customer satisfaction metrics.

4. Stakeholder Collaboration

• Worked closely with internal departments (e.g., IT, sales, operations) to ensure seamless delivery of services and alignment with client expectations.

• Partnered with sales and account management teams to understand evolving client needs and contribute to account growth strategies.

• Participated in contract negotiations, helping define service requirements, expectations, and pricing structures.

• Point of contact for multiple highly active and engaged accounts within the Mid-Market space.
• Delivered effective Customer Relationship Management in a high-pressure setting.
• Enhanced client satisfaction by addressing concerns and providing timely solutions.
• Developed customised service plans tailored to individual client needs, resulting in increased retention rates.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Drove revenue growth by identifying upsell opportunities within existing accounts.
• Reduced turnaround times on client requests by streamlining work processes.
• Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.
• Maintained and drew on broad knowledge and relationships cultivated through previous roles.
• Provided a reliable a point of contact for internal and external queries.
• Identified and implemented opportunities for service improvement.
• Drove effective, and fast resolutions to escalations.

• A founding member of a newly created team, influential in onboarding, preparing for operational readiness and improving relationships between Service, Account Management, and Mid-Market Clients.
• Developed team goals and objectives based on trend analysis from support metrics data.
• Managed inbound queries, providing timely and accurate resolutions.
• Interviewed, hired and mentored new employees.
• In addition to the role as Client Support Executive, I was interim Service Manager for one of Experian’s largest Enterprise Clients, turning a strained relationship around to retain a large-spend opportunity, by creating more positive engagement and continual service improvements.

• Providing front line support to Experian’s largest Clients within the Banking, Insurance, Telecommunications, Automotive and Utility Industries
• Onboarding new accounts.
• Granting and maintaining access to Experian products or services.
• Liaised regularly contact with external entities and regulatory bodies, such as CIFAS and the Financial Conduct Authority..
• Educating Clients on Product features, updates and best practices.