Heidi Keay

Digital Space Group 06/13/2022

Maintenance Contracts Co-ordinator

Working within the Maintenance Contracts Team (as part of the wider Commercial Team) I ensure the smooth and timely renewals of critical support and licencing for Digital Space customers. I enjoy working with, and supporting, Account Directors/Managers, broader teams and individuals throughout the business in order that they, and Digital Space, achieve their aims and I enjoy being a supportive and proactive team member. Being able to form trusted and good working relationships with customers is particularly rewarding. Integral to my day to day work is the use of Microsoft Office (in particular – Excel), Salesforce, ServiceNow, Sage Intacct, Unity, POPX and various platforms and portals. Within the team, I have taken the lead for Microsoft licences, FortiNet, SSLs Certificates and several other product renewals and am comfortable with all aspects of the role. I am keen to streamline and improve processes where possible. The role requires thoroughness, attention to detail, forward thinking, perceptiveness, commercial awareness, prioritisation and future planning, working to deadlines and being inquisitive and questioning. My skill set is wide and transferable.

Boneham and Turner 04/18/2022 - 06/09/2022

Sales Administrator

Processing quotations and orders. Liaising with customers and, internally, purchasing teams, operations and manufacturing in order to ensure customer orders and expectations were delivered on time. My core duties/responsibilities:  Issuing customers with quotations and ensuring orders were processed correctly in order to meet customer delivery expectations  Offering excellent customer services to both external and internal customers  Producing daily reports  Following up on quotations as agreed with the senior management team  Handle incoming telephone/email/web orders accurately  Building strong relationships with allocated customers  Communicating the delivery status of orders to allocated customers  Updating the CRM/SAP systems  Setting up new accounts  Provide cover for any absent members of the Team

Bassetlaw District Council 06/21/2021 - 04/15/2022

Housing Repairs Assistant (job share)

I worked within a dedicated team which provided the administration for all aspects of housing repairs to Bassetlaw Council’s tenants/customers. The housing stock being some 7,000 properties. A close knit team, we supported one another. I also undertook a review of monthly reporting; assisting colleagues to significantly reduce the time taken to provide accurate reports. My main duties were:  Ensuring the service remained customer focussed at all times  Advising customers on the progress of outstanding repairs and liaising with operational supervisors and operatives making sure tenant needs were met  Receiving and providing initial responses to customers enquiries, complaints and comments, answering them directly or giving a holding reply pending further investigation by the Council  Inputting jobs onto Bassetlaw’s systems and allocating these jobs to appropriate operatives; liaising as necessary with customers or their representatives  Ensuring work requests were scheduled and allocated to operatives in line with the repairs policy  Ensuring work scheduling calendars were utilised to their optimum – both time wise and geographically  Responsibility for rearranging any work requests that could not be met and ensuring customers were informed of the change  Liaising between services users and support teams, including stores and purchasing  Liaising with operatives, stores, purchasing, external suppliers and partners in the preparation and processing of works instructions, quotes, invoices and material requisitions Additionally, I helped in the preparation of statistical information and undertake typing, word processing, filing, scanning and photocopying as required. I operated and maintained systems to support the delivery of any Service Contracts and maintained manual and computerised information systems as required by the Council.

Tunstall Response Limited 10/10/2011 - 02/21/2020

Response Customer Service Account Manager

A challenging role which encompassed sales along with account management for Tunstall Response throughout the UK. Working alongside internal and external stakeholders (in both the public and private sectors) to develop complex telecare monitoring services, delivering excellent service outcomes whilst ensuring cost of service remained within strict parameters. Role description and experience:  Responsibility for £3.2m sales and related service development annually  Account management and administration  Implementation and project management  Process development  Management of relationships between: o clients and operational and quality teams o clients and IT teams o clients and finance team o linchpin between Tunstall Response and Tunstall Healthcare  Responsible for implementing, developing and maintaining effective customer service for all internal and external stakeholders  Identifying, development and delivering customer relationship improvement  Development of company collateral  Proficient in Microsoft Office applications and CRM systems  GDPR compliance was a key consideration in day to day communications of the services provided  Tenders – active role in tender submission writing; supporting the bid team  Contracts – administration of the contracts. Raising of new contracts and working with the wider commercial and finance teams to ensure older contracts were renewed in good time

Lyreco UK Ltd 01/01/2001 - 10/07/2011

Major Account Manager (Public Sector) 2007 to 2011; National Account Manager (Corporate) 2001 to 2006

I worked within the Public Sector division of Lyreco. This division comprised of a group of 34 professionals in the UK split into smaller teams. My team was responsible for over £10 million of public sector business, I managed £2.6 million turnover per annum and was responsible for over 1,400 end-user customers. As an account manager, I developed and grew northern based framework agreements, this involved selling and implementing these major contracts such as Councils, Police Authorities, Schools, Probation Services and associated organisations in Yorkshire and the North East. Role description and experience:  A completely hands on role, growing the business to business relationship at all levels. Delivering growth and increasing margin  Developing processes to facilitate the provider/purchaser relationship  Able to control the processes and close new business opportunities  Work closely with clients at regular progress meetings to identify mutually beneficial business opportunities and identify and present opportunities to reduce costs within the business process  Working with all stakeholders to identify growth opportunities  Analytical skills to identify problem areas within an account and define strategic avenues to remedy issues  Ensuring team ideas are discussed and where appropriate, developed and brought to life  Co-training  Member of the development programme team for standardisation of customer information  Sales growth: from new opportunities, from negotiated and agreed contract terms with the contract clients; from location visits; from previous non spending areas

Halcyon Business Solutions 01/01/1988 - 12/31/2001

Customer Relationship Manager (1997 – 2001); Account Manager (1995 - 1997); Sales Executive (1988 - 1995)

Role description and experience:  To project co-ordinate and implement new contracts  Develop project implementation issues, bring the project to the ‘live’ date and hand over to administration  Sole account manager for Cadbury, Npower, Chelsea and Westminster Hospital amongst others  Production of quality proposals and speculative documents for existing and new business (such as the DVLA, Halifax plc, UK Passport Agency) utilised throughout the company  Providing technical assistance to customers, developing and applying solutions to difficult customer needs  Member of the Facilities Management Team for the purchase of Santander (previously Abbey National) print facilities  Forms design - from scratch or amendments to pre-existing designs.