Owain Harcombe
National Onboarding Specialist
Maesteg,Bridgend
Summary
An accomplished national onboarding specialist for two SaaS offerings with over three years in the plumbing and heating sector, and a background in within the music industry. Highly experienced in working in high pressure environments and to tight deadlines, my empathetic and flexible approach to customers has enabled me to help them reduce their call times and increase revenue. I am committed to providing exceptional leadership and guidance, pristine organisation and hold the communication capabilities to conduct high-performing cross-functional teams, projects and company operations to enable business growth.
Work history
National Client Onboarding Specialist
Direct Heating Spares (Highbourne Group)
Remote
05.2023 - Current
- Solely responsible for overseeing and managing the client onboarding process, for 2 separate SaaS products .
- Led group and one-to-one onboarding sessions, tailoring inductions to suit varied audiences.
- Increased the number of customers signed up to a SaaS product from 1 to 8 within 4 months, with 4 being fully onboarded.
- Visit clients UK wide to deliver system demos, training, gather feedback and process map customer journeys.
- Experienced in dealing with internal and external key stakeholders at SLT level.
- A cross-departmental leader, working together with all relevant stakeholders and teams (digital, sales, product owners, social housing, SAM’s, customer success, legal, data, development, customer services, business support & finance).
- Coordinating tasks, delegating work, maintaining good diary management, empathetic customer communication and monitoring progress against the onboarding KPI’s and plans.
- Maintaining company sales pipeline
- Finding solutions for optimising the customer onboarding process and collaborating with the team to implement them, ensuring that the client's needs are met while adhering to the company's policies and procedures, in turn maintaining client satisfaction by constant monitoring and resolving issues before they turn into major problems.
- Created a monthly newsletter for an audience of over 3500 employees.
- Draft, proofread and send - sales proposals, end user license agreements and subscription agreements.
- Gather customer data and generate case studies for future use by the sales team.
- Secured high satisfaction rates by going extra mile to cater to specific organisational needs.
Pricing Analyst
Direct Heating Spares (Travis Perkins/Highbourne)
Remote
03.2022 - 05.2023
- Providing prices for spare parts to 350+ branches nationwide.
- Worked on multi-million pound tenders, pricing spare parts to suit contract needs.
- Part of a team that achieved 261% of the company target in the previous financial year.
- Worked to company margin criteria.
- Negotiated prices with customers on a daily basis.
- Daily communication with company stakeholders to assess day to day business queries.
- Compiled industry data on competitor pricing, materials costs and supply chain issues to help set accurate pricing.
- Brainstormed ideas with clients and stakeholders to maximise project potential.
- Compiled and reviewed customer spend by region over 12 months to determine correct pricing bracket.
- Completed requests from regional spares managers on a daily basis.
- In frequent contact with product manufacturers and part suppliers.
- Consistent practise of GDPR.
Customer Service Advisor
Direct Heating Spares (Travis Perkins/Highbourne)
Remote
10.2020 - 03.2022
- Singled out as a 'rising star' within the business.
- Handled requests with friendly, knowledgeable service and support over the phone and by email, continually achieving positive customer feedback.
- Daily correspondence with all types of plumbing companies - from small businesses to British Gas.
- Highlighted by management for providing outstanding customer service.
- In busy periods, completed over 100+ calls/emails per day.
- Offered detailed advice on product and service benefits.
- Adhered strictly to policies and procedures for continued company compliance.
- Processed customer requests quickly and accurately, reducing delays and wait times.
- Offered prompt solutions to maintain customer satisfaction.
- Recorded and processed customer data accurately.
- Employed active listening and product expertise to successfully resolve queries.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Promoted the businesses own brand product over the manufacturers, creating greater profit margins for ourselves and a better price for the customer.
Studio Assistant
Tim Lewis/Rockfield Studios
Multiple Locations
03.2017 - 04.2019
- Worked to deadlines in high pressure surroundings with VIP clients.
- Maintained all areas in neat and clean fashion.
- Handled instrument and recording set up (tear down), operations and equipment maintenance.
- Kept studio equipment cleaned, organised and maintained in working order.
- Ensured comfort of crew by running frequent errands, such as meals, coffee runs and equipment rentals.
- Learned how to operate sound and recording equipment.
- Used Logic software to record all musicians.
- Worked with specialists and experts within the music industry.
- Worked closely with recording engineer in the studio, guaranteeing the scheduled completion of projects.
- Created a safe working environment, and provided the tools for clients to get the most out of their allotted time.
Skills
- Critical and creative thinking
- Customer service
- Interpersonal Communication
- Qualitative and Quantitative data analysis
- Working unsupervised or as part of a team
- POS systems
- Data entry
- Key stakeholder relationship building
- Schedule management
- Safeguarding and GDPR
Education
NVQ Level 2 - Construction
11.2022
During my current employment I have completed my Level 2 Specialist to the Trade apprenticeship, which had a heavy focus on health and safety, GDPR, data protection, safeguarding and customer service.
Master of Arts - Production and Songwriting
12.2019
Graduated with a merit. A large part of my Masters Degree was writing music/lyrics to briefs sent out by record labels for world famous artists. My major project focused on collaboration, submitting a 12 track portfolio with a range of artists and creators along with a 1000 description on each.
Alongside this I studied/practised;
- Skills and Strategies
- Digital Music Production
- Recording
- Performance
- Creative and Cultural Entrepreneurship
Bachelor of Arts - Popular Music
07.2018
Graduated with a 2:1. At my last year in University I project managed my own bands EP release. I wrote, performed, recorded, marketed, promoted and budgeted the entire 9 month project which included venue hire, recording costs, booking artists, T-shirt design and sales amongst many of the factors.
National Extended Diploma - Music
07.2015
Graduated with a grade of Starred Distinction, Distinction, Distinction.
A-Levels - Religious Studies, Communication and Culture
08.2013
AS Levels in Religious Studies and Communication and Culture.
GCSEs -
08.2012
- English Literature - B
- English Language - B
- Maths - C
- Science - B
- Religious Education (full course) - A
- Music - A
- Geography - B
- Physical Education - B
- Information Technology - Pass
Head Boy -
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