Naomi Welch
Wallingford
Summary
An energetic employee with robust communication and organizational skills, I actively seek solutions to problems and apply my extensive analytical knowledge. I have a strong background in Account Management within the Cybersecurity industry, evidenced by multiple promotions at Sophos and the honor of receiving the Internal CAM of the Year FY19 award. Following the birth of my youngest daughter, I opted to step back from sales and have since been employed as a Client Services Administrator, contributing to a corporate wellbeing team for Nuffield Health at Microsoft Reading.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work history
Client services administrator
Nuffield Health
Microsoft Reading
08.2023 - Current
- Addressed client inquiries and concerns promptly, maintaining high standard of customer service.
- Maintained comprehensive understanding of clients' needs and expectations.
- Acted as liaison between clients and internal departments to streamline communication.
- Obtained feedback from customers to improve service experience.
- Listened actively to offer accurate information and best solution to their needs.
- Maintained high levels of patient morale, providing guidance and encouragement through physical and emotional support.
- Collaborated with external providers to meet patient care continuity needs.
- Responded to telephone enquiries from clients, vendors and members of public.
- Created databases and spreadsheets to improve inventory management and reporting accuracy.
- Maintained high standards of accuracy and quality in data entry and recordkeeping.
- Created and submitted progress reports to upper management.
- Coordinated staff schedules, optimising resource allocation and improving operational capacity.
- Received and screened high-volume internal and external communications, calls and email.
- Added new data and notes to project and resource tracking spreadsheets.
- Analysed industry-specific risks to optimise mitigative planning.
- Maintained strong working relationships with colleagues and senior management.
- Kept up-to-date knowledge of and upheld compliance with health and safety regulations.
Channel account manager
Check Point Software Technologies
London
04.2022 - 07.2023
- Analysed sales reports to identify trends and update strategies.
- Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
- Optimised sales methods to best engage, acquire and retain customers.
- Developed marketing plans to support department strategies.
- Supported front-line sales teams with well-coordinated administrative operations.
- Generated KPI reports to illustrate overall performance.
- Conducted regular market assessments to stay current on trends and maintain readiness for changes.
- Defined business strategies and roadmaps to drive performance across sales, promotions and marketing departments.
- Developed pricing structures based on historical and current trends, competitor activities and supply chain data.
- Nurtured client relationships, scheduling on-site visits or off-site meetings to touch base on account needs.
- Strategised cross-promotions with new and existing partners to expand sales and marketing opportunities.
- Addressed account inquiries and provided updated data from CRM software.
- Used multi-source data to determine sales and delivery terms for products and services.
- Represented company at industry events, networking to increase client engagement and identify new opportunities.
- Coordinated and managed paid marketing campaigns on different platforms, carefully overseeing results to deliver maximum ROI.
- Identified and qualified new sales leads, conducting market research to reach new sectors.
Key account executive
Sophos
Abingdon
12.2020 - 04.2022
- Identified new business opportunities and increased lead generation to grow profits.
- Resolved client complaints quickly and used feedback to improve account management services.
- Communicated new products and services to drive customer interest and boost sales.
- Highlighted growth opportunities within current client accounts and campaigns to increase revenue.
- Provided first-class client services, from onboarding to daily account management.
- Reported on account progress, targets and forecasts and sought solutions to performance issues.
- Employed exceptional rapport-building skills to nurture key relationships.
- Analysed market and competitor activity to capitalise on trends and innovate client services.
- Drove business growth within specified sales territories through strategic and tactical solution implementation.
- Managed multiple accounts with high-quality client care through tactical planning and campaign delivery.
- Maintained client records in bespoke CRM systems, ensuring streamlined data processes for maximum efficiency.
- Coordinated client and stakeholder communications to achieve mutually beneficial outcomes.
- Monitored competitor activities, responding creatively to maintain relevancy and competitive edge.
- Monitored commercial performance of full portfolio, scheduling consistent follow-ups with each account.
- Established clear budgets with sound controls to keep business operating with optimum finances.
- Formulated marketing and advertising strategies for continuous business growth.
- Leveraged strong working knowledge of products and systems within the CyberSecurity industry.
- Advised clients on optimum mix of products and distribution channels for greatest success.
- Devised creative strategies for highlighting goods and promoting specific attributes.
Internal account manager
Sophos
Abingdon
09.2014 - 12.2020
- Handled customer concerns and complaints to resolve issues and build loyalty.
- Trained and mentored new account representatives to deliver outstanding service.
- Addressed account inquiries and provided updated data from CRM software.
- Resolved escalated issues and liaised with clients to restore satisfaction and promote retention.
- Identified opportunities to drive business growth, diversification and expansion.
- Contacted and converted potential customers via telephone, email and in-person enquiries.
- Optimised sales methods to best engage, acquire and retain customers.
- Developed marketing plans to support department strategies.
- Supported front-line sales teams with well-coordinated administrative operations.
- Maintained client records in bespoke CRM systems, ensuring streamlined data processes for maximum efficiency.
- Defined business strategies and roadmaps to drive performance across sales, promotions and marketing departments.
- Strategised cross-promotions with new and existing partners to expand sales and marketing opportunities.
- Closed complex, lucrative deals with new customers using strategic sales and negotiation tactics.
- Maintained ownership of SMB sales pipeline, sourcing and developing new business opportunities to drive sales.
- Successfully won Internal CAM of the Year FY19
- Coordinated quarterly business reviews alongside senior management.
- Conducted Quarterly Business Reviews (QBRs) with clients to demonstrate ROI and drive additional usage and upsells.
Education
NVQ Level 3 - Anatomy and Physiology, Personal Training
The Training Room PT Academy
01.2011 - 12.2011
Certificate of Higher Education - Account Executive
Pareto Law
01.2021 - 03.2022
Skills
- Customer Service
- Customer relations
- Project Management
- Salesforce CRM
- Aftersales services
- Initial quotations
- Report generation
- Sales techniques
- Product knowledge
- Relationship Management
- Business development
- Account management
- Lead generation
- Issue resolution
- Order processing
- Database management
- Sales forecasting
- Networking skills
- Coordinating documents
- Oral and written communication
- Systems and software programmes
- Client meetings
- Brand management
- Event planning
- Employee mentoring
- Product training
- B2B sales
- Sales pipeline management
- Strategic Planning
- Accurate recordkeeping
- Progress reporting
- Microsoft Outlook
- Microsoft Word
- Performance metrics
- Attention to Detail
- Sales and marketing
- KPI management
- Wellbeing services
- Wellbeing support
Timeline
Client services administrator
Nuffield Health
08.2023 - Current
Channel account manager
Check Point Software Technologies
04.2022 - 07.2023
Certificate of Higher Education - Account Executive
Pareto Law
01.2021 - 03.2022
Key account executive
Sophos
12.2020 - 04.2022
Internal account manager
Sophos
09.2014 - 12.2020
NVQ Level 3 - Anatomy and Physiology, Personal Training
The Training Room PT Academy
01.2011 - 12.2011
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