Michelle Maria Paterson

I initially started as a Sales and first point of contact, after securing my first couple of contracts with clients I decided I liked supporting the customers I’d taken on so moved to 1st line support where I also helped customers we already had in the company. I have dealt with a wide variety of problems users have faced, from simple things like black screens when they come in to work in the morning, to their internet not working. I listen intently to their problems and try to make sure I have a clear understanding of their situation and upload all the relevant correct information to the ticketing system we use. I then try to help them rectify their issue with some basic support knowledge I have picked up from working in this position. I can help unlock accounts, reset passwords, add their accounts to Groups and Licence them in O365. From time to time I have been asked to work on a variety of short lasting small Projects as I have previously been a Project manager, I used these skills to help run small projects like deployments and desk moves as well as helped out as a Technical Project Engineer under a different project manager where I was more preferred to be the Technical person on site, but this gave me an advantage to reporting and updating my project manager as I knew what they were after.

As a Security/Door Supervisor, I guard licensed premises like pubs, bars, and nightclubs against damage, theft, unauthorized access, or disorderly behavior. I also check on people going in and out of the venues. In clubs and pubs, I calm people down in tense or aggressive situations so that both customers and staff are able to enjoy the evening as well as staying safe. I also sometimes have to search people, deal with difficult situations, and give evidence to the Police. As a Bath BID City Marshal, I worked a variety of shifts to patrol the city center, providing a visible deterrent to prevent crime and protect member businesses. Our patrols also deter anti-social behavior and shoplifting incidents, thereby reducing the public fear of crime. I was also in charge of the secure intranet system, which allowed businesses to receive information from the marshals and the police.

Involved selling the services of the agency to potential clients, normally by ‘cold-calling’. Also responsible for negotiating contracts, headhunting, interviewing and assessing prospective applicants and matching them with vacancies at client companies, screening candidates and drawing up shortlists of candidates for clients to interview, organizing interviews and selection events, making arrangements for the advertisement of vacancies, helping applicants to prepare for interviews, and building relationships with clients.

I was reporting to the Operations Sales Manager, I have the Acquisition, Account Management, and Sales overlay responsibility for my own portfolio made up from some of O2’s existing and target accounts for a new business stream within O2. I also took overall responsibility for the accounts throughout their lifecycle with O2 and led the creation and delivery of successful strategies that build long-term, sustainable relationships. I registered and updated all Prospects on the Salesforce with the correct data, developed individual Account Development Plans for the top ten prospects using Sales Academy principles to maximize profit, revenue, base growth, and tenure, and increased and maintained customer satisfaction to ensure that the individual needs of the customer are met.

Temporary work through a recruitment agency.

Daray Ltd designs and manufactures medical, veterinary, and dental lights and equipment. My role was to look after the NHS, private hospital groups such as BMI, Spire, and Ramsay Healthcare. I also looked after projects for new build hospitals and doctor surgeries as well as any refurbishments and extensions, finding out if they will be needing any specialist lighting for the scheme and providing them with quotations and negotiating discount structure for any bulk orders.

Randstad Ltd was a distributor of car components and consumables. My main role was to maintain existing accounts and generate new leads and follow them up accordingly to establish what their current requirements are and negotiate prices. I was in charge of 600+ accounts, which consisted of garages, motor factors, accessories shops, and main dealers, calling them on a monthly basis to take any orders they may need as well as mentioning special offers and other promotions to up my sales for the month.

Dealing with a range of customers on a daily basis and handling anything from general enquiries to complaints over the phone.