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Aisha SHEHU

MAIDENHEAD

En résumé

A Client Service Management Professional with a high degree of commercial acumen and flair, demonstrated by an outstanding record of increasing revenue through the development of value-driven relationships with major accounts and executive level clients and ensuring the delivery of the highest possible standards of customer service and support performance.
Leads from the front with an open management style to create and motivate effective teams to enable them to deliver high standards.


Mes compétences :
PRINCE2 methodology
managed a portfolio
Team Management
Salesforce
Quality Control
Project Management
Microsoft Word
Microsoft PowerPoint
Microsoft Outlook
Microsoft Excel
Forecasting
Customer Relationship Management
Client Management
Contract negotiations
Up selling

Entreprises

  • SDL PLC - TRANSLATION PRODUCTIVITY RENEWALS MANAGER

    2013 - maintenant Provide innovative software and service solutions to 1,500 organisations for language translation purposes and interpretation services, which include Analysis & Intelligence; Content Creation & Management; Language Management; Campaign Management; Multi-Channel Engagement and Customer Experience Optimization - Turnover $400 Million - Employees 2,700 in 70 offices across 38 countries.
    Spearhead a team of coordinators each managing a portfolio of clients who have a support contract for their translation licences - Personally handle large `delicate' accounts and major issue escalations - Accountable for ensuring team hits annual target of GBP 6.2 Million - Report to Divisional Director - Direct Reports 3 Account/Client Coordinators.
    * Consistently exceeded targets of a minimum 85% - Led team to continuously achieve 98% and as a result increased customer satisfaction year on year.
    * Implemented processes that have practically eliminated unpaid invoices and thus reduced the need to rely on the legal team or a costly 3rd party organisation to chase late payments and bad debt.
    * Created and implemented a company first Training Manual that to outlines basic company standards and is used for all new recruits.

  • SDL International - CLIENT SERVICES MANAGER

    Paris 2012 - 2013 Primarily accountable for meeting monthly and quarterly renewal targets for EMEA, APAC and NASA regions (minimum of 90%) - Proactively gathered information to generate leads - Provided support to sales teams whilst resolving customer issues - Translated and proof-read company website for the Marketing and Legal teams.
    * Produced and analysed renewals and new contracts statistics and managed the internal ordering system (OOS) processes and policy reviews.
    * Acted as first point of escalation for customer sales - Collected checkpoint reports from the team and provided quarterly highlight and forecast reports to the Client Services Director.
    * Undertook a key role in implementing a new support and online ordering system for the Clients Services team - Monitored project progress using Prince II and the internal databases (OOS) whilst developing strategies to enhance the team's performance even further to increase revenue.

  • SDL International - CLIENT SERVICES TEAM LEADER

    Paris 2011 - 2012

  • SDL International - FRENCH SENIOR EXECUTIVE, CLIENT SERVICES

    Paris 2010 - 2011

  • SDL International - FRENCH CONTRACT RENEWALS EXECUTIVE

    Paris 2008 - 2010 SDL PLC
    Within each role, primarily managed a portfolio of translation software holders in the EMEA region and selling them support and maintenance contracts.
    * Consistently achieved renewal targets (minimum of 85%) whilst ensuring that software issues were escalated to the relevant teams.

  • REFWORKS - CONTRACTS & RENEWALS REPRESENTATIVE

    2008 - 2008 PROQUEST INFORMATION AND LEARNING - Information company, serving libraries and librarians.

  • SDL Plc. - Manager, Client Services

    2008 - maintenant

  • Richmond Language Institute - FREELANCE TRANSLATOR

    2005 - 2007 French and Spanish translator providing technical, medical business translation, proof-reading and transcription work for private clients and agencies.
    Clients included ToLocalise, the Transcription Agency, EuroLondon Appointments as well as NGOs such as Doctors without Borders, Farmers and Veterinarians without Borders and Handica.com.
    EARLIER CAREER
    English Tutor - Richmond Language Institute, Surrey
    English Tutor - Primary and Secondary Schools in Chiba Prefecture, Japan
    Work Placement - Caupenne & Co., Lyon, France ,

Formations

  • University Charles De Gaulle (Lille)

    Lille 2002 - 2003 Masters Degree

    Master's Degree - Legal, Business and Technical Translation (French and English).

  • University Jean Moulin

    Lyon 2001 - 2002 Maitrise / BA Hons.

    Languages Applied to Business Studies (English and Spanish). Main subjects - English, Spanish, International Law, Economics and Human Resources. Grade 2:1.

  • University Of Essex (Colchester)

    Colchester 2000 - 2001 Licence

    Foreign Exchange Student. Subjects - International Relations, Sociology, Third World Politics and Spanish. Grade 2:1.

  • University Jean Moulin

    Lyon 1998 - 2000 DEUG

    Languages Applied to Business Studies Degree. Main subjects - English, Spanish, Corporate Law, Marketing and Economics - Grade 2.1.

  • Lycée Antoine De Saint Exupery

    Lyon 1997 - 1998 Baccalaureate Degree

    Baccalaureate, Literature Section - 10 subjects passed including Philosophy, History of Art, French literature, History, Geography, Advanced English and Spanish.

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