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Cleverley - Customer Service - UK

Kerrie Cleverley



Customer Service

Work History

Counter Senior

Holmwood Pharmacy

From January 2013

Counter Senior

From January 2013

• Management of 6 members of counter staff
• Responsible for whole shop floor and all saleable items in it, including displays/stock levels and cleanliness etc.
• Responsible for all ordering/audits and negotiation of sales through Rep's
• Proactively securing new sales from Rep's
• Administration of PPC's and exemption data
• Training and coaching of all staff members
• Creating, editing and reviewing quality documentation

Senior PMO Analyst

December 2008 - September 2012

Providing PMO services on the Eli Lilly account key responsibilities include but are not limited to the following:
• PMO Technical Administrator for department of 15 staff
• New Project take on, planning and administration, SPOC for Project leads
• Proactively driving process improvement delivering effective operational process and procedures.
• End to end management of new hardware implementation - Windows, UNIX and Linux teams
• Coordinate and facilitate all Data Center IMAC's (Installations, Moves and Changes)
• Update and maintain the CMDB (Altiris) database, ensuring data accuracy for Monthly Core Reporting
• Managed DBA Patching Project organizing all communication and approvals to execute the Security Patch in a timely manner, including liaising with offshore teams in Mumbai and Bangalore
• Responsible for collation of monthly billing data and invoice generation.
• Administration work for the creation/review and retirement of Quality Controlled documents which are assessed by both the client and Capgemini

IT Security Specialist

August 2008 - December 2008

• Coordinated data migration project across 18 Eli Lilly affiliate locations
• Designed and delivered data Share training program to local affiliates
• Analysis and resolution of incidents relating to the migration
• Implemented new shares/groups onto the DS3 database using Active Directory
• Technical SME and point of contact for any issues relating to the project

Project Manager

Capgemini UK

June 2005 - September 2012

IT Security Analyst

June 2005 - August 2008

Tier 1 and 2 support in structured ITIL Service Management environment.
• Analysis and resolution of problems and incidents working to client agreed SLA's
• Administration of team change management process
• Working on projects to improve service and implement new processes and applications
• Creating, editing and reviewing quality documentation
• Training and coaching other team members
• Active Directory account and group administration
• Lotus Notes 6.5 account administration
• RSA ACE/Server remote access account administration
• SAP and UNIX User account administration

National Account Manager

Gapbuster Worldwide

July 2004 - June 2005

• Responsible for three key clients Staples, Jessops and Goldsmiths
• Implemented communication plan to identify new products lines, review contractual agreements and monthly Service reviews
• Point of escalation for all Customer delivery issues
• Implementation and monitoring of daily checklists
• Producing and presenting reports to clients on a weekly/monthly basis
• Providing clients with weekly/monthly downloads
• Producing reports for clients, responsible for the set up of e-results

Project Manager

Redstone Communications Ltd

May 2004 - July 2004

• Administration of the project initiation process, allocate new project/order numbers, setup project files and update order backlog sheets
• Administer orders throughout the order lifecycle to ensure efficient delivery of the service to the customer
• Creation and provision of customer accounts/orders on relevant systems
• Liaison with purchasing and suppliers to ensure fulfillment of stock requests

Technical Support Specialist/Technical Call Screener

• Providing technical support to engineers out in the field
• Screen customer calls and provide action plans for first time fix
• Liaise with Customer Account Managers for the escalation of issues
• Create and maintain shift rota's for 12 staff
• Provide weekly engineers' performance reports

Operations Account Manager

• Full management of retail accounts including generation of new business, ensuring total customer satisfaction and developing and maintaining good working relationships with customers and suppliers
• Dealing with service delivery issues
• Maintenance of contracts, ensuring the accurate documentation of contract changes
• Project management, including presentations to customers and engineers and carrying out monthly reviews

Call Manager
• Screen customer calls and provide action plans/arrangements of parts to be sent to support engineers on site
• Provide customers with ETA's of both parts and engineers
• Escalation of issues where necessary
• Deputy management of 11 staff including organizing group workloads, maintaining shift rota's and day to day running of the department
• Training and development of new staff into Call Management

Customer Account Manager


October 1997 - January 2004

Qualifications & Certifications

Robert Mays, Odiham

Basingstoke Tech College

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