Gemma Collins

Background

About Gemma Collins

A highly motivated and results orientated professional with 18 years’ experience gained whilst working with one of the world’s leading organisations in the IT Security Sector. Possesses an excellent track record in Business Analysis and Customer Success and Engagement, successfully managing Change Programmes and Training and Transition Projects as well as a wide variety of System Roll-Outs for the EMEA Region. An excellent communicator who combines a thorough understanding of the business sales process with the ability to build strong working relationships at all levels. This has led to consistently delivering high quality support solutions to clients thus ensuring the successful development of efficient and robust systems within a sales based organisation. Expertise in System Rollouts: member of the EMEA roll-out team on a global CRM project to implement salesforce.com. Managed UATs and training for subsequent module/integrated tools rollouts. Customer Driven: managed a team of customer service agents in an award winning customer service centre. Managed the EMEA Sales systems support team. Responsible for ensuring customers' experience was of the highest level. Training and Coaching: Set up a New Hire training program for Salesforce.com and related sales tools. Created EMEA specific training materials and recorded online training modules. Responsible for leading, training, mentoring, and coaching service agents. Business Analysis: experienced in gathering requirements for system changes as required by the EMEA business and creating BRDs. Excellent stakeholder management an communication skills. Project Management: member of the project team on many global projects and managed many regional projects such as the centralisation of EMEA CRM support.