Sarah Stoner Gray
Horsham,West Sussex
Summary
- A qualified, experienced, professional Telecommunications and Software consultant, with a proven track record in delivering Project Management, training, support and installation services to a variety of FTSE 100 companies, private/public sector businesses and blue chip clients over the last twenty five years. These include the BBC, Network Rail, Home Office, CPS, Metropolitan police, Manchester United, Carlsberg, the Ambulance service and the Bank of England to name a few. Throughout the last 30 years, I have supported projects and managed the smooth transition of newly installed telephone and software systems including Contact Centres from programming through to end user operation and beyond. I have also helped organisations improve their productivity and service by analysing their workflow and call handling. Experienced in all aspects of telecommunications and software, this includes;
- The design and delivery of bespoke training courses to improve productivity
- Delivery of online support and events
- Producing and delivering presentations and courseware unique to each client
- Consulting and training a diverse range of clients
- Project Managing installations from a support and training perspective
- Assisting with the configuration and final set up of the installed systems
- Analysis of management information to improve productivity and streamline services
- Liaising and assisting engineers and management with the final installation and set up
- Regular consultancy to clients for refresher training, assistance with upgrades and sales presentations.
- Competence in presentations both online and in person All the above results in a dynamic, motivated and results driven individual with an ability to prioritise communicate and consult at all levels in a variety of businesses.
Qualified Telecommunications and Software Consultant delivering Project Management, training, support, and installation services to FTSE 100 companies and blue chip clients. Designed and implemented bespoke training courses, enhancing productivity and service delivery. Managed the transition of newly installed systems, ensuring effective end-user operation and continuous improvement through workflow analysis.
Overview
38
38
years of professional experience
Work History
Director
Saber Training
11.1994 - Current
- Led training, consultancy, data collection, and end user support during Ericsson's rollout of a new telephone system at the BBC over 3 years for a 5 year managed service project.
- Collaborated with project team to collect data, provide support, and install a new telephone system serving 30,000 extensions at the BBC.
- Designed and implemented ways of working that improved service in studios, newsrooms, offices, and hospitality environments.
- I spent the next five years working solely for Ericsson on a variety of sites training on many different systems from PABXs, switchboards and call centres through to end user handsets and voicemail.
- Developed a large, loyal customer base, assisting clients in utilising existing equipment and maximising their investment while implementing new technologies to expand or streamline operations.
- Core Competences: Manage schedules for the rollout of a system installation, Deliver training courses on key systems from end user to System Administration, Created courseware to boost productivity and service, Design bespoke courses for clients both online and onsite, Managing large telecoms/ software rollouts, Delivering Sales Presentations, Devised sales training to a major reseller for a new product being brought to market to maximise sales opportunities, Analysis of statistics to improve productivity and service.
Key Accounts Manager
Butlins
11.1991 - 11.1994
- Oversaw five major accounts across various sectors.
- Key Responsibilities/ achievements: Increasing sales and meeting sales targets, Improving customer satisfaction and awareness, Planning and implementation of Butlins fun days to increase sales and brand awareness, Implemented and designed a training schedule in key branches to improve first line support, Organising and developing educational visits to support the accounts, Preparing and presenting the sales figures at management meetings.
- Managed key account matters including solving issues, updating on project milestones, attending meetings and managing other communications.
- Monitored client satisfaction through regular feedback mechanisms, adapting strategies to meet evolving needs.
- Developed new business opportunities in existing customer portfolios to meet, upgrade and cross-sell revenue targets.
Overseas Hotel Representative
ILG
03.1988 - 03.1991
- Coordinated day-to-day operations of large resort and multiple hotels to enhance guest experience.
- Key Responsibilities/ achievements: Managing the day to day running of holidays for clients on behalf of ILG to improve customer service, Delivering and co-ordinating day excursions and customer entertainment, Increasing sales and achieving sales targets, Improving customer satisfaction and awareness, Revamped design and delivery of Welcome meeting to engage clients effectively., Developed and organised excursions to drive customer engagement and boost sales., Interpreting and presenting the sales and operational figures at management meetings.
- Trained new representatives, sharing knowledge and best practices for better team performance.
- Addressed customer questions, problems and complaints in person and via phone to maintain positive relationships and support smooth communications.
- Managed customer enquiries and provided detailed information on services to enhance satisfaction.
Education
NVQ level 3 assessors award -
Pedagogics certification -
City & Guilds COTAC/COTOP -
BTEC National Diploma - Business Studies with travel and tourism modules
10 GCSEs - English Language and Literature, Mathematics, Biology, Geography, Modern History, French, Spanish, Home economics and Computer Studies
Skills
- Telecommunications
- Software
- Training Course Design
- Online Support
- Event Delivery
- Presentation Skills
- Courseware Development
- Consulting
- Project Management
- System Configuration
- Management Information Analysis
- Client Liaison
- Refresher Training
- Upgrade Assistance
- Sales Presentations
Timeline
Director
Saber Training
11.1994 - Current
Key Accounts Manager
Butlins
11.1991 - 11.1994
Overseas Hotel Representative
ILG
03.1988 - 03.1991