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A creative thinker, highly motivated and adaptable client service manager with a track record of managing clients on both a regional and global scale. Focus on building excellent productive client relationships, working to identify their needs, quickly an
Veronica Dossi
,
Sutton, United Kingdom
Experience
Other titles
Skills
I'm offering
A creative thinker, highly motivated and adaptable client service manager with a track record of managing clients on both a regional and global scale. Focus on building excellent productive client relationships, working to identify their needs, quickly and effectively troubleshoot and resolve issues and to assure their business needs are met. Fluent in English and Italian.
Markets
United Kingdom
Links for more
Once you have created a company account and a job, you can access the profiles links.
Language
English
Fluently
Italian
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2016 - ?
job
Customer Success Manager
Frosch Ltd.
● Manage individual portfolio of clients from varying industry sectors including Cloud Technology, Law, Private Equity Firms, Finance, Oil & Gas, Pharmaceutical. Client size varies from £250K to £15 Million
● Build and maintain strong relationships at multi levels most importantly C-suite by enabling valuable insight into upsell opportunities
● Involved throughout life cycle of the client sales process to project management to implementation to launch and onboard and day to day account management
● Analyse spend and trends; conduct quarterly/annual QBRs to demonstrate value along with strategic account planning and recommendations. KPIs include providing substantial value to clients whilst also identifying areas for revenue & profit growth
● Implemented client processes documents to ensure streamlined and accurate service is delivered
● Client retention rate of 95%
● Adoption rate 92% across my portfolio
● Improved CRM accuracy by 34% by implementing a monthly "clear up" session involving all CMS Team
● Executed Hotel data Audit and captured a total
● Negotiating route deals with key airlines and conducting hotel RFP process. Other duties include organising and hosting client and supplier networking events as well educational seminars; attending applicable conferences. Pre-empting potential tender risks and opportunities and assisting in re-bid process and RFI.
● Conduct extensive training to ensure opportunities for improvement and gaps in best practice; ongoing support with key travellers and executive teams
● Received FY18 "Deliver the Unexpected Award" for superior dedication and focus to customer success
● Build and maintain strong relationships at multi levels most importantly C-suite by enabling valuable insight into upsell opportunities
● Involved throughout life cycle of the client sales process to project management to implementation to launch and onboard and day to day account management
● Analyse spend and trends; conduct quarterly/annual QBRs to demonstrate value along with strategic account planning and recommendations. KPIs include providing substantial value to clients whilst also identifying areas for revenue & profit growth
● Implemented client processes documents to ensure streamlined and accurate service is delivered
● Client retention rate of 95%
● Adoption rate 92% across my portfolio
● Improved CRM accuracy by 34% by implementing a monthly "clear up" session involving all CMS Team
● Executed Hotel data Audit and captured a total
● Negotiating route deals with key airlines and conducting hotel RFP process. Other duties include organising and hosting client and supplier networking events as well educational seminars; attending applicable conferences. Pre-empting potential tender risks and opportunities and assisting in re-bid process and RFI.
● Conduct extensive training to ensure opportunities for improvement and gaps in best practice; ongoing support with key travellers and executive teams
● Received FY18 "Deliver the Unexpected Award" for superior dedication and focus to customer success
Technology, Manager, UP, Processes, Planning, Executive teams, Retention, Support, Hosting, Implementation, Growth, RFP, Pharmaceutical, Project Management, Service, Sales, Management, Finance, Cloud, C, Training, Audit, Networking, CMS, Account management, CRM
2014 - 2016
job
Business Travel Team Leader
AMEX GBT.
● Coached and led a team of five agents for a global financial services company
● Reported weekly travel spends to C-Suite
● Created and managed the execution global travel alerts and ETS reports, to ensure travellers are warned in advance of any cancellation or delays. Amending where necessary
● Executed service requests by adhering company 30 minute SLA, including up-sell of company product such as car hire, hotels, transfers, travel insurance and visas
● Maintained high standard accuracy client data
● Managed booking audit and reported to Senior Management
● Provided consultation on visa, passport and security requirements relating to medium/high risk destinations and confirming the issuing details for each reservation
● Contributed to the improvement to processes, technical of otherwise, to ensure maximum quality and efficiency
● Undertook self-development and training to enhance skills to ensure achievement of both professional and personal goals
● Reported weekly travel spends to C-Suite
● Created and managed the execution global travel alerts and ETS reports, to ensure travellers are warned in advance of any cancellation or delays. Amending where necessary
● Executed service requests by adhering company 30 minute SLA, including up-sell of company product such as car hire, hotels, transfers, travel insurance and visas
● Maintained high standard accuracy client data
● Managed booking audit and reported to Senior Management
● Provided consultation on visa, passport and security requirements relating to medium/high risk destinations and confirming the issuing details for each reservation
● Contributed to the improvement to processes, technical of otherwise, to ensure maximum quality and efficiency
● Undertook self-development and training to enhance skills to ensure achievement of both professional and personal goals
Audit, Training, C, Management, Service, Security, Insurance, Development, Booking, Audit, Processes, LED, UP
2007 - 2011
job
Business travel Travel Consultant
CBT.
● Responsible for management of all travel related requirements for assigned accounts with joint yearly expenditure exceeding $4.5 millon dollars
● Organised Group travel and Meeting room, conference facilities for large events;
● Provided complex travel solutions with a demonstrated knowledge of international and domestic travel, on all flight arrangements, hotel, car rental, conference rooms, transfers and group hotel bookings
● Developed and maintained a strong network of contacts to support relationships with supplier decision makers
● Liaised and negotiated deals with wholesale suppliers, airlines and hotels;
● Signing contracts which meet the company/client requirements in terms of rates, allocations, and other key contracting criteria, all within agreed targets and deadlines
● Built and maintained strong relationships with clients
Educations - Certification
● Organised Group travel and Meeting room, conference facilities for large events;
● Provided complex travel solutions with a demonstrated knowledge of international and domestic travel, on all flight arrangements, hotel, car rental, conference rooms, transfers and group hotel bookings
● Developed and maintained a strong network of contacts to support relationships with supplier decision makers
● Liaised and negotiated deals with wholesale suppliers, airlines and hotels;
● Signing contracts which meet the company/client requirements in terms of rates, allocations, and other key contracting criteria, all within agreed targets and deadlines
● Built and maintained strong relationships with clients
Educations - Certification
Management, Network, Support, International, Wholesale, Contracts
My education
2009
-
2010
Cengage Education Australia
Unspecified, Diploma in Financial Services
Unspecified, Diploma in Financial Services
2003
-
2005
Hammersmith and West London College
Unspecified, Management
Unspecified, Management
1997
-
2001
Travel Management, Economics and Language College
Secondary, Travel Management and Economic (Minor in English, German, History of Art, Literature)
Secondary, Travel Management and Economic (Minor in English, German, History of Art, Literature)
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