Natalie Clarke
Mortimer Common,Berkshire
Summary
Dedicated Senior Service Management professional with extensive experience in building successful and long term relationships with customers and colleagues at all levels. Highly effective under pressure and skilled at working to demanding deadlines and achieving targets in constantly changing environments. Offering expertise in dealing with customer facing issues, negotiating to achieve results and driving service improvements to cultivate loyal, satisfied customers.
Overview
19
19
years of professional experience
Work history
Head of Service
Verizon
Reading, Berkshire
08.2015 - 06.2022
- Responsible for ensuring that all components of a large managed service contract (12,500 sites; TCV $140M) are delivered to agreement, quality and to customer satisfaction.
- Leadership of dedicated Global Services Operations team, and matrix management of designated or shared resources within service delivery organisation.
- Solid green across all contractual SLA's for 16 months contributing to successful contract extension worth $2M.
- Acting Global Service Operations Director from March 2020.
- Achieved 'Leading' rating for past 3 performance cycles, awarded to < 5% of employees.
- Identification of opportunities for sales team to offer new products and services, increasing contract revenue.
- Led COVID-19 response team enabling Verizon to support time critical needs ensuring business continuity. Personal recognition received from customer Service Director.
- Drove a large service improvement programme to address customer dissatisfaction resulting in improvement of CSAT score from 5.1 (out of 10) and a NPS of -87.5 in 2018 to 8.3 and 44.44 in 2019.
- Pivotal role in review of contractual SLA's and subsequent renegotiation with customer reducing financial risk associated to service failure credits.
Business Relationship Manager
Vodafone
Bracknell, Berkshire
01.2014 - 04.2015
- Pivotal member of IT Operations Management team, accountable for bringing customer insight and requirements ensuring IT act in the interests of their customer and the business.
- Creation of specific business area reporting on IT Ops performance for senior level stakeholders. Enabled factual based discussions and focus on correct areas for improvement leading to decrease in escalations and increased satisfaction score by 50%.
- Managed turnaround of vendor performance following transition of service ensuring improvement plan delivered ahead of schedule to enable business to deliver against their targets. Received personal recognition from UK CTO.
Head of IT Service Management
Vodafone
Bracknell, Berkshire
11.2011 - 01.2014
- Lead the IT Service Management team to deliver an effective interface between the business and IT.
- Established new high severity Incident Management process leading to reduction in major incidents and SLA failures.
- Pivotal role in critical system upgrade project ensuring business requirements fully understood and met and delivered with minimal business disruption.
IT Service Manager
Cable & Wireless Worldwide
Bracknell, Berkshire
07.2011 - 11.2011
- Responsible for ensuring IT delivers highest possible quality of service, enabling business functions to maximise the effectiveness of IT services in facilitating business activities for the benefits of C&WW end customers.
- Introduction of improved governance structure for critical business area creating visibility & focus on priority IT issues.
- Development of service heat map to understand business dependencies on IT.
Head of Service
Cable & Wireless Worldwide
Bracknell, Berkshire
03.2010 - 07.2011
- Senior service management position accountable for all aspects of service delivery within a large managed service contract for key insurance customer, and a number of managed service contracts for a large retail group.
- Reduced SLA failure from a monthly average of 30% to less than 5% within 3 months, reducing service credits.
- Pivotal role onboarding new managed service contract for large dedicated service customer.
- Development of strategic engagement plan with key customer stakeholders to address senior level dissatisfaction. Enabled contract resign for further 5 years.
Service Manager
Cable & Wireless Worldwide
Bracknell, Berkshire
04.2007 - 03.2010
- Responsible for service relationship on multi-million pound managed service contract for large media customer.
- Completed billing and service inventory audit identifying credit of approx. £400k with lifetime contract value of approx. £1million.
Service Desk Manager
Cable & Wireless Worldwide
Bracknell, Berkshire
11.2004 - 04.2007
Customer Service Advocate
Energis
Reading, Berkshire
01.2003 - 11.2004
Education
Bachelor of Arts - Psychology
Southampton Institute
Southampton2001
A-Levels - Psychology, Human Biology, Communication Studies
Windsor College
GCSE -
Langley Grammar School
Skills
- Exceptional verbal and written communication
- Builds strong relationships with colleagues, customers and suppliers
- On-boarding new customers & services
- Ability to identify opportunities to increase revenue
- Supplier Management
- Motivates and influences others to achieve desired outcome
- Process implementation
- Service Transition
- Problem solving
- Self-motivated
- Attention to detail
- Team player
- Mentor
Additional Information
- Regular volunteer for social causes close to my heart
- Keen cyclist, gym-goer and generally keeping fit and healthy
Timeline
Head of Service
Verizon
08.2015 - 06.2022
Business Relationship Manager
Vodafone
01.2014 - 04.2015
Head of IT Service Management
Vodafone
11.2011 - 01.2014
IT Service Manager
Cable & Wireless Worldwide
07.2011 - 11.2011
Head of Service
Cable & Wireless Worldwide
03.2010 - 07.2011
Service Manager
Cable & Wireless Worldwide
04.2007 - 03.2010
Service Desk Manager
Cable & Wireless Worldwide
11.2004 - 04.2007
Customer Service Advocate
Energis
01.2003 - 11.2004
Bachelor of Arts - Psychology
Southampton Institute
A-Levels - Psychology, Human Biology, Communication Studies
Windsor College
GCSE -
Langley Grammar School
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