Personal Information
Name:
Dean Uphill
Address:
Oberalpstrasse 30, 7000 Chur
Phone:
-
E-Mail:
-
Date of birth:
12th June 1986
Nationality:
British (L Permit)
Professional Experience
October 2016 – December 2018
Product Specialist
DST Systems/SS&C Technologies (formerly IFDS), Basildon, England
Manage and lead the implementation of an omni-channel customer support tool for multiple
external and internal stakeholders (Zendesk Support, Guide, and Webchat). Incorporating the day to
day control and oversight responsibilities which includes maintenance whilst driving continual
development and innovation.
Main duties included:
● Analyse and define requirements and processes into user stories in line with agile
methodology
● Design and implement system configuration which included marketplace and third-party
apps
● Demonstrations of system capabilities/functionality (in person and remotely) to all levels
● Produce and present Proof of Concepts with limited information and to meet strict deadlines
● Script and execute tests (UAT, end-to-end testing and continual testing cycles)
● Provide agent training (in person and remotely) and supporting documentation
● Help Centre content creation and administration
● Research social media integrations
● Analysis and testing of inhouse bots which utilised Zendesk Support and Chat
April – September 2016
Business Development and New Account Manager
Waymade Healthcare PLC, Basildon, England
Responsible for developing productive relationships with new clients, identifying every sales lead and
making the most out of every opportunity to increase revenue and profitability.
Main duties included:
● Promote the company brand to new clients and turn this into increased business
● Identify and grow opportunities within territory and collaborate with sales teams to ensure
growth attainment
● Track and record activity on accounts and help to close deals to meet these targets
● Identify opportunities for campaigns, services, and distribution channels that will lead to an
increase in sales
● Present new products and services and enhance existing relationships
● Work with technical staff and other internal colleagues to meet client needs
● Set up meetings between client decision makers and company’s regional sales
representatives.
● Meet potential clients by growing, maintaining, and leveraging your network
● Operate as the lead point of contact for all matters specific to my client
June - October 2015
Energy Sales Expert
Make It Cheaper Plc, Sydney, Australia
Working as part of an outbound Business to Business sales team, within the energy sector,
representing Australia’s leading Electricity and Gas companies.
The main duties included:
● Contacting small to medium sized businesses to complete a comparison of energy
consumption and cost
● Implement a new sales initiative and system development which increased like-for-like sales
and improved the after-sales experience
● Generate leads through own research
● Open and close sale process
● Meet and exceed sales targets and KPIs (Consistently exceeded weekly targets, progressing
to the role of Sales Expert)
November 2012 - October 2013
Knowledge Management Team Manager
International Financial Data Services (IFDS), Basildon, England
Lead a team of six team members responsible for the omni-channel internal customer support tool.
The main duties included (inclusive of Knowledge Management Senior Associate duties below):
● Manage internal and external projects, communicate outstanding work to team to ensure
SLAs and KPIs are met
● Complete monthly reviews and set developmental actions plans
● Liaise regularly with internal and external clients to complete content reviews
● Quality control and continual development of the tool
● Assist manager on ad-hoc projects and audits
June 2010 - November 2012
Knowledge Management Senior Associate
International Financial Data Services (IFDS), Basildon, England
● Ensure the Knowledge Base and IFDS Procedures systems are kept up to date with the most
current information available
● Ensure all information on the Knowledge Base is accurate and of high quality
● Uphold team best practices are followed to ensure consistency across the Knowledge Base
system
● Maintain regular contact with business areas to ensure procedural updates are processed in
good time
● Produce clear processes and procedures for others to follow where appropriate
● Participate and lead user training sessions and client product demonstrations
● Achieved CISI Level 3 Certificate in Investment Operations whilst in this position.
Education
BSc (Hons) Construction Management
Anglia Ruskin University, Chelmsford, England
Key skills gained:
● Operational Analysis - Analysing needs to create product requirements
● Decision making - Considering the relative costs and benefits of potential actions to choose
the most appropriate one
● Problem solving - Identifying complex problems and reviewing related information to
develop and evaluate options and implement solutions
● Active listening - Giving full attention to what other people are saying, taking time to
understand the points being made, asking questions as appropriate
● Time management - Managing one's own time and the time of others
Notable course modules: Project Management, Economics, Project Administration, Planning and
Programming, Law and Legislation, Cost Analysis and Control, Project Evaluation and Development.
Languages
English
German
Mother-tongue
Beginner - A1 (Attending A2 course at Klubschule Migros Chur)
Skills
Microsoft Office package
Zendesk
JIRA/Confluence
Business Optix
Agile (SAFe)
KANA IQ /Response (Verint Systems)
Interests
Sports
Walking and hiking
Learning about new cultures
Travelling
