PCS has stepped up its drive to increase customer engagement by promoting Gemma Warner to client services supervisor.
Gemma has been working with the software development company since 2018, and has spent the last four years as a product specialist. The new job role will see Gemma able to focus her attention more on supporting clients, ensuring the help they get is consistent and delivered in good time.
Gemma said: “I’ve enjoyed the part of my job that has focused on supporting clients, and so when I was offered this new role I snapped up the opportunity. I started working with the Midland News Association (MNA) nearly 20 years ago, and used to help funeral directors with the online self-service system they used for death notices. I really enjoyed using the technology and it wasn’t long before I moved into training staff at the MNA how to sell and use the system.”
After completing an NVQ in business administration Gemma trained new starters and mentored reps while they were out in the field. She was then able to obtain her CET and CAVA qualifications in Teaching. This allowed Gemma to see first-hand how, if a rep had fast and efficient technology in place, it had a big impact on their sales. When the MNA adopted Knowledge Prospect – an advertising sales and customer management platform developed by the PCS team, Gemma supported employees as they got used to the new technology.
“It was then that PCS offered me a position and I’ve really enjoyed the last four years,” she said. “The atmosphere at the company is excellent – there is a hierarchy, but we don’t work like that as we are a team and teach each other about the products as we go along. My background in sales means that I know how important it is for people to have problems sorted out quickly. Customers can see when a sales person is unhappy – but if they have great technology in place, which is working well for them, then morale can be improved.
“In my new role I’m helping clients across all departments – from editorial and advertising to production and finance. I enjoy being able to provide this support, knowing that the customers we partner with have teams that are efficient and working at their best.”