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Mandy Cash

Office Manager

(Şirket adı sadece kayıtlı üyeler tarafından görülebilmektedir)

TD4 6AP Earlston
Birleşik Krallık

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Kişisel Bilgilerim

Arıyorum

neue Herausforderungen im Key Account Management Bereich, sucht neue Möglichkeiten um sich unter Beweis zu stellen, new challenges in the area of key account management, is also looking for new opportunities to proof herself
Sunuyorum

very good understanding of the current job market, recruiting strategies, sales, account and key account management, as well as consulting experience, Team management skills, IT skills
İlgi Alanlarım

Scuba Diving, photography
Gruplar

İş Deneyimlerim (3 yıl, 10 ay)

01/2011 - bugün
(1 yıl, 5 ay)

(Yalnızca kayıtlı üyeler tarafından görülebilir)
03/2010 - 12/2010
(10 ay)

Vertriebsleitung

1000Jobbörsen, http://www.1000jobboersen.de/

Sektör: İnsan Kaynakları
09/2007 - 03/2009
(1 yıl, 7 ay)

Key Account Manager

CareerBuilder Germany GmbH, http://www.careerbuilder.de

Sektör: İnsan Kaynakları

İşyerindeki statü

Çalışan

Eğitim Bilgilerim

Diller

İngilizce (Akıcı), Almanca (Ana dili)

Hakkımda

Name: Mandy Cash

Nationality: German

Profile:

I am a successful, determined and hard working sales executive. I take opportunities to grow and learn new skills. I am equally at home working in or leading and motivating a team. As my career history shows I am adaptable to new situations and challenges having come to sales later in my career.. Finally I speak and write fluent German and English having spent 8 years in the UK.

EMPLOYMENT:

October 2008 to current – Key Account Manager Careerbuilder Germany GmbH, Frankfurt, Germany

• Acquisition of new clients
• Developing existing client relationships
• Meeting and exceeding personal revenue targets
• Creating presentations
• Managed key accounts of Fortune 500 companies in various industries
• Creating offers and contracts
• Contract negotiations
• Significantly contributed to team sales targets
• Developed eRecruiting campaigns and strategies for clients

September 2007 to September 2008 – Sales / Account Executive Sykes Global LTD (Client Careerbuilder Germany), Scotland

• Acquisition of new clients
• Meeting and exceeding (average 137%) personal revenue targets
• Managing existing and new accounts
• Creating offers and contracts
• Contract negotiations
• Developed eRecruiting campaigns and strategies for clients

December 2006 to August 2007 – Service Desk Analyst NHS Borders Scotland
• Technical support to NHS staff either by phone or email
• Creating NT and exchange accounts for new staff
• Disabling old accounts
• Technical support for NHS specific applications
• Creating new user accounts for NHS specific tools and programs but also internal CRM programs
• Creating presentations for NHS employees

August 2000 to December 2006 – various roles at Sykes Europe Scotland
I had a number of roles at Sykes Europe, gradually progressing to a team lead role through the development of my technical and management skills. The details of each role follow:

May 2004 to December 2006 - Level 2 Technical Support/Team Lead (Client Scansoft/Nuance)

This position involved managing, training, reporting, coaching and motivating my team as well as communicating with the client and management.

People Management
• Supervision and Management of a team of 12 Level 1 agents
• Communication of performance goals and measured to staff and provision of regular and constructive feedback via PEP feedback sessions and Performance Reviews in line with agreed processes and timescales. Motivation, monitoring, calibration, coaching, training and development of employees as and where required
• Identified and implemented any staff training needs.
• Ensured that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently and escalated any issues where appropriate.
• Ensured effective recruitment of appropriate staff to the team, including conducting interviews and liaison with the recruitment agency.
• Developed and implemented employee work schedules, including breaks, holidays and off-line time.
• Implemented new procedures on call handling and agent incentives

Service Quality and Reporting
• Calls and emails have stringent Service Level Agreements (SLA). My role has to ensure that these are met or remedial action taken, potentially including implementation of performance improvement actions for individual agents.
• Overall call SLAs including call distribution and language coverage, meeting or exceeding targets for abandon rates, and average talk times.
• Ensuring quality of calls through on line monitoring of agent calls. Post monitoring, the results of the call and areas of improvement or concern are discussed with the agent and again, remedial action taken if required.
• Reporting on escalations (Turnaround time and statistics as well as billing reports) with Business Objects
• I have a variety of internal and external customers including the client, the program manager and the team manager
• Ensured client satisfaction on quality and service levels.

Technical Support
• Resolution of any escalations, which occur in line with the agreed procedure.
• This requires deep technical knowledge of the products that are supported
• Managing escalations to the product development teams where bugs are identified
• Development of workaround processes (solution documents) for agents and customers

April 2002–May 2004 Technical Support Level 1 agent (Client Scansoft/Nuance)

• Answering calls and providing technical support including problem troubleshooting over the phone. This often involved researching the issue independently, re-creating the problem, and then talking customer through the resolution. Finally the troubleshooting procedures were documented to send them out to customers and for implementation in the team.
• Replying to emails with problem solving tips
• Self study training on new products and versions.
• Reporting to Level 2 agent of any issues which could not be resolved or to provide suggestions to improve performance as well as the work environment
• Receiving feedback and implementing suggestions and criticism to improve personal performance

July 2001-April 2002 Administrator (Client Teleatlas):

• Distributing white mail (letters) to agents to ensure they are answered on time and logged into reports to account for charges made to the client. This was also done for white mail from previous days and for emails and faxes to customers.
• Checking on the Stationary Stock on a daily basis and re-ordering where necessary
• Reporting to Teamlead / Supervisor on any problems or suggested improvements

August 2000-July 2001 Communicator (Client Teleatlas):

• Main responsibility was to answer calls, emails, letters or faxes on a daily basis
• “Cash Collection” for the client, which involved investigating overdue payments and calling customers to discuss the outstanding payments and how it will be closed

March 1995 – July 2000 Machine Operator Scherer.Trier, Michelau, Germany (Car Accessories Manufacturer)

• I worked on various machines either alone or in a team, including those for injection moulding and extrusion of plastics, metals and rubber.
• I worked on all stages of making accessories from initial production to the finishing process.
• A high degree of skill and attention to detail was required, particularly for finishing ensuring that the products were of a high quality. The parts were manufactured for many different customers including Volvo, BMW, Mercedes, Audi and Vauxhall/Opel.

October 1992 – February 1995 Sales Assistant GWb - Suhl

• This was a broad apprenticeship involving working in different departments including sales and purchasing as well as direct customer contact selling stationery and office supplies. In this role I was familiar with Microsoft Office (Word and Excel).
• During the apprenticeship I attended business school where I learnt sales skills, purchasing, bookkeeping, business English, sales psychology, communication skills (presentations, reports, and letters), business maths, and information technology.

EDUCATION:

September 1982 - June 1992
Friedrich- Engels Realschule Neuhaus, Germany
mittlere Reife (O – Levels)
Mathematics, English Language, Biology, Physics, History, Geography, German, Sport

Software and Hardware Skills and tools:
• Microsoft Office products all versions
• Symposium – telephony distribution monitoring and reporting, tracking and analysis
• Windows 95/98/SE/2000/XP
• Siebel 95 and 97
• Technical knowledge of multiple input devices for example scanners, printers, audio devices from various manufacturers.
• Microsoft Exchange
• DameWare
• NHS specific applications like ePEX, Homer, Masterlabs and other
• VQSM Database

Training provided by Sykes:
• Basics of Leadership Course
• Counselling and Disciplinary Procedures
• Interview skills
• Time Management
• Motivation and Goal setting
• Bullying and Harassment Awareness for Managers
• Monitoring Skills
• Train the Trainer

Languages
I speak and write fluent German and English.

Hobbies:
Scuba diving. photography, swimming and cycling.

Reklam

Bağlantılar

Tjalf Nienaber, Marcel Akangbou, Hakan Günes, Christian Gottowik

(Diğer bağlantılar sadece kayıtlı üyeler tarafından görülebilir)