Paula Swift
South Elmsall,Pontefract
Summary
I am a dedicated professional with a strong focus on understanding individual customer requirements and building relationships in a professional capacity having over 20 years in this field. I demonstrate excellent customer retention skills through diligent handling of escalations and proficient communication. Skilled in KPI/SLA monitoring to achieve goals while prioritising customer needs and committed to process improvements that enhance the customer experience. I collaborates effectively with team members and wider departments to support positive outcomes in business development, aiming for continuous growth and success.
Overview
27
27
years of professional experience
4
4
years of post-secondary education
Work history
Customer Success Manager
Apogee Corporation
Leeds , West Yorkshire
09.2004 - Current
- Strong track record in customer support management of large key accounts across a variety of sectors.
- Engaged in regular meetings onsite with stakeholders building valuable relationships.
- Maintain CRM systems keeping customer information accurate and up to date.
- Identify and open up new/additional business opportunities.
- Ability to tailor contract support for each customer maximising retention.
- Work closely with internal teams ensuring smooth and timely execution of projects.
Customer Sales Executive
Hitachi Capital PLC
Leeds , West Yorkshire
03.1998 - 09.2004
- Identified new business customers.
- Onboarded new retailers
- Promoted product launches and retail finance options.
- Site visits to meet with stakeholders and display point of sale material.
- Conducted onsite training.
- Managed escalations efficiently.
- Maintained accurate customer records on a CRM style database.
Education
GCSEs -
Minsthorpe High School
Pontefract 09.1991 - 05.1994
NVQ Level 3 - Business Administration
London Chamber of Commerce
Wakefield 01.1995 - 01.1996
Skills
- Understanding individual customer requirements
- KPI/SLA monitoring to achieve goals but also meeting the needs of its customers
- Knowledge of Government buying Frameworks
- Demonstrate excellent customer retention skills
- Building relationships in a professional capacity
- Escalations handled with diligence and care
- Proficient communication skills
- Working closely with team members to support positive outcomes, new business or existing business development
- Work towards process improvements to benefit the customers experience
Affiliations
- Running, Yoga, Travel
References
References available upon request.
Timeline
Customer Success Manager
Apogee Corporation
09.2004 - Current
Customer Sales Executive
Hitachi Capital PLC
03.1998 - 09.2004
NVQ Level 3 - Business Administration
London Chamber of Commerce
01.1995 - 01.1996
GCSEs -
Minsthorpe High School
09.1991 - 05.1994
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