Natasha Vater

I oversaw current customers with the goal of maintaining high adoption, renewing contracts and upselling. I proactively established ways for clients to increase their utilization within the tool. As the main point of contact with sales-i, I led a cadence for communicating with clients, ensuring they saw the value of using the tool and were using it effectively.

• I established success plans for customers that outlined their critical success factors, metrics for success, and potential issues while providing recommendations.
• I developed and maintained strong, long-term relationships with key customer accounts to ensure customer satisfaction, retention, and growth.
• I served as the primary point of contact for assigned customers, managing all aspects of the customer relationship and addressing their needs and concerns.
• I identified issues that could impact customer satisfaction to ensure a healthy relationship when it was time for renewal.
• I managed all notes and updates in the CRM for all customers to provide visibility throughout the company.
• By implemented sales-i best practices with clients I ensured optimal utilization of the tool and leveraged customer relationships as needed for prospect references.
• Controlled communication to keep customers informed product enhancements.

I established and managed relationships with a cadence of communication for my book of customers. I renewed expiring customer contracts to avoid churn. I proactively consulted and oversaw customers' sales-i activity to recommend training and enablement best practices, and led upselling with training and additional offerings where available.

I managed a portfolio of 70 active customers and was responsible for minimizing customer churn to no more than 5% monetary. My efforts resulted in a renewal rate of 93.63%.

During this role I built strong working relationships with my Line Manager (Head of Customer Delivery - UK) and worked closely with other Customer Success Managers, the Support Team, Data Team, Training Team, and Sales Team and Product team.

Company overview; sales-i developed sales intelligence software. Its solutions include sales enablement, sales analytics and reporting, cloud-based CRM, enterprise resource planning (ERP) integrations, data security management, customer activity alerts, etc

My duties included;

• Documented all helpdesk contacts accurately, maintaining a comprehensive database of issues and solutions.
• Recorded information on support tickets and maintained until problems met resolution.
• Escalated critical issues promptly to senior management, ensuring rapid problem-solving actions were taken.
• Improved customer satisfaction with timely and accurate issue resolution.

• Company Overview: SSP is a global provider of technology systems and solutions across the entire insurance industry.
• Investigating and providing solutions for issues raised from client calls and emails to the service desk.
• Recognising when a call is not readily resolvable and following processes to ensure that the issue is escalated.
• Producing clear specifications relating to user problems that ensure timely and efficient resolutions.
• Carry out testing, investigating and reporting errors that are found.
• Executing given test scripts via SQL.
• Assisting the Service Desk Manager and Service Desk Team Leader to control the number of calls open on the Help Desk.
• Using the formal call logging system in place, and be responsible for the quality of the information recorded.
• Demonstrating an excellent customer service focus when dealing with clients
• SSP is a global provider of technology systems and solutions across the entire insurance industry.

• Company Overview: BCA Logistics offer a range of services and solutions to support customers through the process of vehicle inspections, collection and deliveries, vehicle demonstrations and refurbishment.
• Recording and updating databases, aiding the payment of drivers within SLA.
• Paying parking fines and Penalty Charge Notices.
• I maintain files and records so they remain updated and easily accessible.
• Sorting incoming mail and preparing outgoing mail (envelopes, packages, etc.)
• Utilising office appliances such as photocopier, printers etc.
• Monitoring stocks of office supplies (paper clips, stationery etc.) and reporting when there are shortages.
• Performing other office duties as assigned.
• BCA Logistics offer a range of services and solutions to support customers through the process of vehicle inspections, collection and deliveries, vehicle demonstrations and refurbishment.

• 1st Line Support Analyst at CM2000 supporting users of CallConfirmLive! - a hosted software application featuring electronic call monitoring, electronic scheduling and financial management tools.
• I ensured that high standards of customer service were experienced by the large customer base, via telephone and email.
• As 1st point of contact to customers and third party contractors; I recorded the queries accurately within an internal ticketing system with a high level of detail that would ensure I had what I needed to investigate further, if the issue needed to be escalated.
• I categorised the tickets in order to prioritise them and investigate issues further.
• Whilst investigating I would provide administrative support, track calls and keeping customers informed of the status of their queries.
• I have a calm, pleasant and experienced phone manner, with excellent reflective listening skills means I actively listen to customers and then clarify what they need so that you can best address their concerns.
• Where possible I gain a rapport with customers I speak to regularly.
• The rapport I build with customers allows me to train customers more effectively and creates a trust that I will resolve their issue as quickly as possible.
• I have the skills to effectively deal with demanding customers and experience 'handling conflict'.
• I do this by showing empathy, leading the tone and speed of the call and keeping the customer updated during the investigation.

• Helpdesk Support Analyst at Crimson -Support desk for the PharmaBase IT platform used to support the recording, reporting and invoicing of a range of community pharmacy services.
• To be first point of call from all external inbound calls.
• I logged all calls and escalated problems to the relevant person in the team.
• Inputted and retrieved data on the internal support desk databases.
• Other responsibilities included meeting and welcoming clients and visitors.
• Photocopying, franking and logging post.
• I updated information on CRM, including contacts, campaigns and web map updates.

• Administrative Support at The Insolvency Redundancy-Payments Office, my duties included;
• Being first point of call from all external inbound calls which included customers and suppliers.
• Logging all calls and escalated problems to the relevant person in the team.
• Inputting and retrieving data on The Service's internal computer databases.
• The preparation and production of standard and non-standard documents.
• Photocopying and filing.
• Opening and dispatching of external mail and delivery and collection of internal mail.

• Customer Service Assistant at Lloyds TSB.
• Account maintenance Cheque clearing.
• Clearing Cycle - Identifying fraudulent cheques by confirming the drawer beneficiary and account details via an internal database and Signature Mandate Database.
• Making outgoing calls regarding High Value Calls, identifying customers and confirming vital information.
• I worked with the ISA (Individual Savings Account) team. Transferring the customer's money into cash deposits, equity funds, or insurance products.