Mya Hollins

Global Customer Service Manager

Oversee customer experience for inbound calls, emails, account, product, and sales inquiries. Manage the onboarding and training requirements for subscription clients.

• Customer Service Operations Management: Ensure a professional, positive and prompt customer service experience
• Continuous Improvement: Drive programs to monitor and improve performance , resolve issues, conduct audits and enhance processes and quality.
• Quality Assurance: Monitor and assess team performance in accordance to Quality ISO 9001 metrics
• Team Leadership: Recruitment, onboarding, training and development including upskilling and cross-skilling of the team. Coaching and managing team and individual performance. Setting priorities, expectations and KPI's for the customer service team.
• Reporting: Providing weekly, monthly and quarterly reports on Customer Service team performance.
• Monitor and Analyse Customer Trends: Track, asses and interpret customer related data to identify patters, behaviours and shifts in customer requirements or preferences.
• Customer Feedback: Implement Net Promoter Score and Voice of Customer to measure customer likelihood to recommend the service or product and identify 'At Risk' customers.
• Customer Onboarding and Training: Create Customer Onboarding & Training process to deliver training. Upskill Customer Service team to deliver Onboarding sessions. Manage pre-sales demonstrations for strategic customers.

Sales Enablement

Oversee and lead the Sales Enablement function, ensuring resource management, team development and successful execution of sales-related processes and tasks.

• Sales Process Management: Design, create and maintain, and review sales processes for efficiency and effectiveness. Streamline sales operations from lead management to renewal, ensuring smooth execution.
• Team Development & Management: Ensure the Sales Enablement team is resourced appropriately to meet KPI's. Manage team training, development and onboarding, particularly through Salesforce processes.
• Sales Operations: Manage sales operations through lead management, pipeline tracking, invoicing and quota management. Support new product releases through system processes and provide analytics
• Education & Sales Onboarding: Deliver sales onboarding and knowledge resources for global sales teams. Consolidate and disseminate sales assets to ensure teams have the tools needed to succeed.
• Sales Reporting & Compliance: Produce sales reporting and dashboards for different stakeholders based on requirements. Ensure compliance with sales governance, publisher requirements and ISO 9001 certification.
• Bid & Proposal Support: Provide corporate information for tenders and proposals to support sales teams and deal reviews.
• Business Improvement & Project Management: Lead and drive process improvements and report on projects. Create 90day Project Plan to improve system efficiencies and improve customer experience. Built strong relationships with key stakeholders to ensure business alignment approach across the business.
• Salesforce & Technology Support: Administer Salesforce CRM, support users and collaborate to improve and create efficiencies.

ISO 9001 Certification Management for Intertek Inform

Oversee the entire process of maintaining and ensuring compliance with ISO 9001 Standard for the organisations Business Management System.

• Plan and schedule external audits. Manage BMS and stakeholder preparation for surveillance and re-certification audits. Ensure any findings are promptly addressed through corrective actions.
• Plan and schedule internal audits to ensure BMS remains compliant with ISO 9001. Ensure any findings are promptly addressed through corrective actions.
• Lead management review meetings to evaluate the performance of the BMS, review audit results and discuss areas for improvement.
• Oversee the identification of root causes for non-conformities and ensure that corrective action and preventative actions are implemented.
• Ensure employees are adequately trained on the organisations BMS process
• Promote and support continual improvement activities within the organisation.

Dedicated Global Sales Enablement Manager leading a team to provide support to the Sales Team, Sales Managers as well as Marketing and Customer Service. Focused on process efficiency and consolidation, smooth operations, timely support and system data access to assist in securing new and retention business.

Develop and execute training plans and ensure the right tools are readily available and up-to-date to support the sales process. Inducting new team members and advising on new product launches and major changes to system and process improvements. Oversee the management and ongoing improvement of Sales Operations, Tender and Deal review and Sales Compliance Governance in line with ISO 9001 Quality Management System.

• Oversee the management and ongoing improvement of key sales supporting tools across the group, including Salesforce and other in-house systems.
• Analyse current processes and understand key gaps to facilitate prioritised sales performance initiatives
• Complete administration and measurements in line with quality processes
• Facilitate process adherence through development and continuous improvement of metrics, dashboards and liaison with teams for feedback
• Global process alignment
• Develop and execute on training plans to ensure right tools are readily available and up-to-date to sales process
• Induct and Train new sales team members
• Train and support sales team on enhancements and pilots
• Partner with Sales, Marketing, Product and Operational teams to optimise sales efficiencies and effectiveness

Key deliverables

• Developed and mapped global process and KPI measurements
• Created video based process learning using Brainshark
• Conducted a Sales Induction review to move to 80% self-service with peer to peer learning groups, video based coaching and online learning modules using Salesforce, SharePoint and Brainshark
• Lead Global Sales team to Certification to ISO 9001 Quality Management System
• Managed project to create a global help and case process using Salesforce
• SME for major price change project and more recently Global Contract change with our major publisher, which incorporated creating new processes and user guides, coaching and training sales team, business user testing and assisting in creating and reviewing recommendation document with Business Analyst, System Architects and Project Manager

In this role I was responsible for an assigned sales target, based on renewal and new business that required cultivation. This included managing challenging and potential clients, Develop relationships and convert leads for additional content and licenses throughout the APAC region, managing 500+ separate accounts.

Responsibilities

• Achieve and exceed renewal rate target
• Exceed revenue target
• Retention and growth of existing clients
• Developing proposals and terms and conditions for up sell opportunity
• Strategic Consulting, including business plan and sales strategy development
• Ensure new and existing customers that companies service meet their expectations
• Selling a balance product/service mix tailored to a client’s needs
• Building internal and external relationships to ensure delivery of client product and service requirements
• Delivering and upholding service level agreements with clients
• Pipeline management
• Customer Service
• Provide Copyright solutions for clients·
• Complaint handling, negotiation and problem resolution