Customer Success Manager

• Oct 2023 - Present

Volunteers Team Lead

• Apr 2020 - Dec 2020

The project #YouthAgainstMisinformation was launched in April 2020 in collaboration with the Center for Countering Digital Hate and aimed to monitor and root out Vaccine and COVID-19 online misinformation and build the skill-set and agency of young people to understand how misinformation is spread online, identify fake news and develop strategies to tackle it. My role involved: - Coordinating and supporting volunteers in their role to record and report misinformation found on main social media outlets onto a specially designed platform created by the Centre for Countering Digital Hate (CCDH) in order to create scientific data that highlights the impact that Vaccine and COVID-19 misinformation has had on people's lives and ultimately holds social media companies accountable for their inactions related to harmful, false and abusive content on their platforms. - Conducting weekly 1-on-1's for safeguarding purposes and risk assessment - Goal setting and professional development - Liaising with volunteers, project lead and third-party stakeholders - Conducting training and mentoring sessions - Facilitating Zoom meetings to share results, initiate team discussions and obtain feedback Show less

Team Leader for 20 volunteers in Uganda

• Oct 2019 - Dec 2019

- Coordinating a team of 20 UK and Uganda-born volunteers in teaching a Sexual Reproductive Health Rights curriculum and livelihood skills in schools in a remote rural area in the district of Kayunga. - Liaised closely with local stakeholders to ensure the smooth running of the project; - Carrying out pastoral support and welfare management; - Organising and overseeing various community action days attended by hundreds of local community members. - Coordinating logistical and financial affairs, as well as gathered information from volunteers for monitoring and evaluation purposes; - Reporting directly to both on-ground executives to meet objectives, in line with the goals set by the Department for International Development (DFID). Show less

Strategy Support Officer

• Jun 2019 - Sep 2019

- Provided administrative support prior to the launch of the Access and Participation Plan 2019/2020 that commits to granting fairness and equality of access to Higher Education, business and professions to students from underrepresented groups; - Built an intranet SharePoint site from scratch that offered visibility of the University’s projects and targets; - Collaborated with various key staff from different departments to ensure the content quality of the intranet SharePoint site. - Conducted primary inter-sectorial research on the support offered by Universities to ‘dormant’ students, which contributed to City's support strategy for dormant students. Show less

Assistant Project Coordinator

• Mar 2018 - Apr 2019

- Provided first-hand support to the Project Manager in the concept, planning and implementation of a publicly funded project, that promoted sports and physical wellbeing in primary and secondary schools; - Supported with facilitating the engagement of 40 professional athletes across 8 sport disciplines with circa 1000 pupils from 47 schools; - Managed the recruitment process of professional athletes and reviewed volunteer contracts; - Contributed to the drafting of substantive reports for external stakeholders - Supported with the logistics of the project and coordinated the training equipment supply and promotional materials; - Maintained project documentation and thorough expense claims. Show less

Communication Officer

• Jan 2018 - Mar 2018

• Coordinated the preparation of a five-day conference in Brussels, the 4th edition of World Youth Alliance Europe's European Arts Forum that gathers young artists. The event enables young artists living in Europe to connect with each other and promote human rights values through their art. • Liaised with key political figures within the European Parliament and high-level stakeholders (journalists, academics, Brussels municipalities and international ambassadors) for sponsorship and venue logistics; • Identified potential speakers for the conference and arranged meetings to help us with ideas and the planning. • Reviewed incoming applications for the Forum and conducted Skype interviews with a variety of candidates from Europe; • Attended seminars and conferences at the European Parliament in Brussels that tackled humanitarian issues, social care and parenting related issues and lobbied MEPs to place human dignity on the top of their agenda; •. Shot advocacy videos • Volunteered at a local refugee centre with children and gained an intrinsic perspective on the impact of forced displacement. Show less

Team Lead Customer Service Executive

• Jul 2016 - Aug 2016

Individual success included the enhancement of communication and interpersonal skills gained through the rapid resolution of complaints that came across, as well as the limitation of unpleasant occurrences that took place at any of the 5 Oxygen trampoline parks. This role enabled me to:- Handle customer complaints or any major incidents, such as customer injuries or security issues- Supervise a small team within the customer service department by monitoring the manner of tackling complaints and offer guidance where needed- Investigate, resolve and report all customer related complaints- Regularly meet with managers to discuss any customer related issues and discuss possible improvements - Train new staff to deliver a high standard of customer service Show less

Customer Service Executive

• Nov 2015 - Jul 2016

My duties included:• Answering telephone calls, circa 80 calls per day and processing customer bookings • Dealing with general customer queries via email and social media channels• Managing the Social Media channels• After 2 months, I was made first point of contact for complaints through phone calls, emails and social media channels • Liaised closely with the venue managers of all 5 Oxygen parks to ensure the smooth running of the customer experience• Training new team members on customer service skills • Collaborated with the marketing department based on customer feedback Show less

Political Affairs Officer

• Feb 2015 - May 2015

• On a voluntary basis, I took part of the GovFaces's endeavours of establishing consistent communication on GovFaces's social media platform, between civil society and politicians during the campaign of the 2015 British Parliamentary elections. This role enabled me to: - Liaise and follow up with local political representatives from all parties in Portsmouth and persuaded them to join the platform, which enhanced my diplomatic communication skills - Network with relevant politicians and high-profile stakeholders (journalists, academics, organisations) in Portsmouth and London - Introduce the GovFaces platform to Portsmouth residents pertaining to different age and social groups and coordinate awareness-raising campaigns and events among students in Portsmouth. - Eloquently convey our purpose by adapting my language to different audiences - Learn and understand what issues Portsmouth residents were facing and present a new concept and medium for a more efficient communication between politicians and citizens. - Reach out to students by making them aware of the GovFaces platform and involving them in political debates - Maintain up-to-date knowledge of political and electoral events in Portsmouth Show less

President of the Basketball Club

• Aug 2014 - May 2015

• Coordinated memberships as well as drafting membership documents • Scheduled games, trainings, tournaments • Audited the committee's budget • Established open communication with potential team sponsors • Made travel arrangements for away games • Coordinated memberships as well as drafting membership documents • Scheduled games, trainings, tournaments • Audited the committee's budget • Established open communication with potential team sponsors • Made travel arrangements for away games

Lifeguard

• Jul 2014 - Aug 2014

• Developed a sense of duty to prevent accidents from happening • Gained the ability to keep calm and act quickly in an emergency • Acquired strong leadership skills by constantly offering guidance to the public and efficaciously communicating with other members of staff • Developed a sense of duty to prevent accidents from happening • Gained the ability to keep calm and act quickly in an emergency • Acquired strong leadership skills by constantly offering guidance to the public and efficaciously communicating with other members of staff

Trainee

• Jun 2012 - Aug 2012

• Worked in the office of MEP Ramona Manescu • Represented Dr. Manescu at a variety of meetings in her absence and reported back • Attended and prepared briefings of various meetings of the Culture and Education Committee, dealing with matters of protection and promotion of cultural and linguistic diversity as well as conservation of cultural heritage. • Gained experience in conducting research for speeches presentations on a range of policy areas – focusing on MEP’s interests • Acquired in-depth knowledge regarding the structure, role and functions of the EU institutions as well as the decision making process Show less

Professional Basketball Player

• Jun 2005 - Aug 2011