Philip Furlong Guildford, Surrey

Company Name

Berkeley Homes (Urban Renaissance) Ltd

Position Held

Customer Relations Manager

Dates

0000 - Present

Details

Fixed term contract working as the CRM for their new luxury development at 375 Kensington High Street, under the St Edward banner in partnership with the Prudential. To manage the customer journey from exchange of contract through to completion, dealing with the international purchasers and investors. Key responsibilities included:
• Build a working relationship with all purchasers or their agents
• Manage the purchaser process from contract exchange, notifying them of all payment stages
• Collate and maintain all customer data, including money laundering data
• Meet with customer or their agents to discuss issues or concerns
• Issue all customers with regular updates on the project
• Issue internal information packs to the senior management on customer, issues and stage payment process
• Liaise with internal departments to solve any customer requests for internal specification changes
• Record customer choices and make sure the relevant information is processed through the Procurement process

Company Name

FISCAL Technologies

Position Held

Customer Experience Manager

Dates

0000 - Present

Details

FISCAL Technologies provides world class accounts payable audit software for corporations and government organisations to cut costs, protect working capital, reduce risk and create best-in-class AP. As the Customer Service Manager I was a member of the senior team reporting directly to the Board of Directors. I re-worked the provisioning process to make it transparent to all internal ‘touch points’ and offer the customers a project orientated implementation process to help embed the product in to their processes. Key responsibilities included:
• Manage Global 1st and 2nd line support teams
• Carry out Pre Sales review of customer data
• Build relationships with customers and carry out regular service reviews
• Set and manage customer SLA’s and report on them to the Board and customers
• Provisioning and installation project management
• Issue all customers with regular updates on the project
• Issue senior management updates on customer issues and project process
• Carry out training for all international customers

Company Name

Toshiba TEC UK Imaging Systems Ltd.

Position Held

Head of Customer Relations

Dates

0000 - Present

Details

Toshiba TEC UK Imaging Systems Ltd (TUIS) is a leading supplier of information technology and office equipment products ranging from printers and multifunctional systems to fax machines and digital document management products. The range is completed by barcode/label printers for various capabilities in industry, logistics and trade as well as in the public health and service sectors.As Head of Customer Relations I reported to the Director of Operations.Key responsibilities included:
• Management of the Sale Order Processing Team
• Management of the Service Revenue Billing Team
• Project Management and Process ImprovementSince joining Toshiba, I have overseen the role out of the on-line spare parts and consumables ordering platform (i-Store). Liaising with Toshiba’s centralised IT department in France and the UK customers to ensure a smooth transition, and on-going support and training.Project Managed the division of the Toshiba European Retail Information Solutions (TERIS) in to two distinct businesses. Ensuring that the segment being retained by TUIS was absorbed successfully in to the current operation platforms and the segment being moved to Toshiba Global Commerce Solutions (TGCS) was supported and operational until April.I successfully built relationships with both internal and external customers, and helped install an ethos of customer support and satisfaction within the operations department.