Keith Loftus
Senior Client Services Manager @NEC Software Solutions
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WORK HISTORY
Senior Client Services Manager @NEC Software Solutions
GB
Develop and implement strategies to enhance customer satisfaction and retention• Team Management – (PDR’s, Absence, Expenses, Welfare, Development, Recruitment of new colleagues)• Be an escalation point for the CSM team ensuring correct outcomes are achieved and in line with contracted services• Oversee customer allocation and workload planning• Successful management of a minimum of 2 strategic accounts• Mentoring / Training of the wider CSM team• Complete the Management Development Program• Directly manage a team of at least 3 FTE’s
SKILLS
ABOUT KEITH LOFTUS
I am an experienced Senior Service Delivery Manager, leading a highly talented team of Client Service Managers with a proven track record of success. Highly customer focused with excellent customer service and interpersonal skills; with a strong belief in building co-operative relationships with the client. I have spent the last 15 years in IT Service Management (ITSM) looking after many key accounts for the organisation. • Extraordinary talent for interpreting business and legislative requirements to identify clients needs and presenting appropriate products, services and solutions• Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business• Track record in design and implementation of software enhancements to comply with legislative or business requirements; that reduce overheads and improve customer-satisfaction • Track record of satisfactorily resolving escalated customer service issues, via service management, service improvement plans and ITIL based process• History of end to end service improvement and project management exceeding customer satisfaction• Fully committed to excellent “Customer care”• Proficient with Microsoft Office System (including Microsoft Teams, Microsoft Word, Microsoft Excel, Microsoft PowerPoint® and Microsoft Outlook®).Specialties: Service Management,Service Delivery,Service Improvement,Change Management,Major Incident Management,Managed Services,Business Development, Customer Relations Management,Team Leadership, Stakeholder Relationship Liaison, Government Liaison, Product Management, Release Management,Project Management, Policy, Compliance, Quality Management, MIS,Software Functional Requirements, Design and Testing, Presentations,TNA\'s,Staff Training,Consultancy,Support
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