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I have extensive experience in customer facing environments, supervisory and management roles, having worked in both key account and project management. At present I am working for Informa Plc as the Head of Technical Support Projects within the Customer Operations department assisting with customer queries relating to online access issues across various business platforms. My current responsibilities are to ensure that service levels are adhered to, that staff work to their maximum level of productivity and that all functions of the Technical Support team are undertaken within budgetary constraints. My role also entails the analysis and identification of the skills and behaviours that underpin high performance of the staff with regard to understanding the personal needs and demands of my team in order to motivate and inspire them. My duties also include the analysis and reporting of workload levels and trends to identify a more proactive and enhanced approach gained through innovation and implementation of best practice. In addition to this I also manage projects within the Customer Operations department, identifying areas of best practice, brainstorming with focus groups, creating project plans and specs, whilst meeting deadlines set for implementation. Specialties My dedication and commitment to a high standard of customer service helped me to achieve recognition as a National Customer Service Awards Finalist.