Experience

ParentPay
• United Kingdom
• Software Development
• 100 - 200 Employee
• Digital Content Creator

  • Oct 2022 - Present


Guesty

• United States
• Technology, Information and Internet
• 400 - 500 Employee

• Instructional Video Creator

  • Sep 2020 - Dec 2021

  • Created ‘how-to’ and explainer videos for the Guesty platform, providing customers with access to visual self-help content.• Project managed the video creation process from inception to completion. This included scriptwriting, arranging voiceovers, building visuals, editing the videos and uploading them to various platforms.• Used my extensive customer-facing experience to ensure scripts were always clear and up to date.• Collaborated with other stakeholders to identify pain points that could be addressed using video content.• Significantly reduced direct customer enquiries as a result, and provided our Sales and Onboarding teams with a new way to showcase the platform.

• Technical Writer

  • Aug 2019 - Sep 2020

  • Developed detailed, technical written content for Guesty's customer-facing Help Centre.• Adapted content to target different audiences, such as step-by-step articles, best practices and troubleshooting guides.• Worked closely with Subject Matter Experts (SMEs) to ensure articles were always up to date, and to identify gaps/address pain points that could be resolved with content.• Utilised Business Intelligence (BI) data to gain insights into how existing content can be improved, successfully reducing client enquiries and reliance on customer-facing teams.• Proactively suggested new ideas on how to improve and expand the Help Centre, resulting in changes being implemented and regular praise from management.

• Knowledge Coordinator

  • Mar 2019 - Aug 2019

  • Tasked with a major revamp of Guesty's ‘Internal Knowledge Base' - a portal providing customer-facing teams with internal-only information.• Eliminated outdated content, duplications and inconsistencies.• Grew the portal by regularly creating and updating content, and successfully ensured it remains a source trusted by employees.

• Technical Support Specialist

  • Nov 2018 - Mar 2019

  • Assisted users with technical issues they experienced whilst using the Guesty platform.•Guided users through bug fixes and communicated technical concepts to customers clearly by email and online chat.•Managed and prioritised allocated incoming support tickets.• Consistently exceeded customer expectations by regularly keeping users in the loop and notifying them of our findings.• Worked closely with both third party support teams and Guesty's R&D team to ensure successful resolution of complex issues.



Routeperfect

• United Kingdom
• Technology, Information and Internet
• 1 - 100 Employee

• Customer Support Specialist

  • Nov 2017 - Oct 2018

  • Assisted customers with technical issues and post-booking support, and engaged directly with third parties to adjust and optimize packages. • Handled high volumes of incoming support tickets and phone calls within defined SLAs. • De-escalated complaints and resolved complex issues professionally and continually received excellent customer feedback. • Confidently handled all duties during the lengthy absence of a direct manager. • Assisted customers with technical issues and post-booking support, and engaged directly with third parties to adjust and optimize packages. • Handled high volumes of incoming support tickets and phone calls within defined SLAs. • De-escalated complaints and resolved complex issues professionally and continually received excellent customer feedback. • Confidently handled all duties during the lengthy absence of a direct manager.



Wild Earth Organics

• New Zealand
• Retail Groceries

• Cafe Worker

  • Feb 2016 - Aug 2016

  • Provided exceptional service by greeting customers in a friendly manner, and delivered a personalised service to regular guests. • Managed opening and closing duties, from preparing food and displays to cashing up tills. • Provided exceptional service by greeting customers in a friendly manner, and delivered a personalised service to regular guests. • Managed opening and closing duties, from preparing food and displays to cashing up tills.



Origani

• Australia
• Personal Care Product Manufacturing
• 1 - 100 Employee

• Logistics and Administration Manager

  • Nov 2012 - Mar 2015

  • Tracked warehouse and shop inventory levels across multiple locations in Queensland, Australia. • Liaised with other departments to plan timely dispatch of items, and coordinated with shopping centre staff. • Calculated employees' commission based on the previous week's sales figures, and managed company billing and POS terminals. • Responded to incoming voicemails and emails requesting refunds/exchanges and details about the product range. • Tracked warehouse and shop inventory levels across multiple locations in Queensland, Australia. • Liaised with other departments to plan timely dispatch of items, and coordinated with shopping centre staff. • Calculated employees' commission based on the previous week's sales figures, and managed company billing and POS terminals. • Responded to incoming voicemails and emails requesting refunds/exchanges and details about the product range.



Manchester Building Society

• Financial Services
• 1 - 100 Employee

• Customer Services Administrator

  • Dec 2008 - Dec 2008

  Multiple contracts between 12/2008 - 09/2017 • Answered high numbers of incoming calls and emails per day, whilst maintaining professionalism and achieving excellent customer satisfaction. • Handled administrative tasks on customers' savings accounts, such as withdrawals and upgrading accounts to more beneficial savings plans. • Created long-lasting relationships with various customers by earning their trust and becoming their main point of contact. • Trained new members of staff and monitored their progress, offering feedback to management on additional training requirements.