Experience

• 

  Octopus Electric Vehicles

  • United Kingdom
  • Automotive
  • 200 - 300 Employee

  • Manager, Customer Operations

    • May 2022 - Present

    As Operations Manager I play a crucial role in strategic planning, developing and implementing strategies to improve customer satisfaction and operational efficiency. I analyse customer feedback and market trends to align our operations with customer needs.As a leader, I am responsible for managing and leading a team of customer service representatives. I ensure they are well-trained, motivated, and equipped to provide exceptional customer support. I set performance targets and offer coaching and guidance to help my team excel. I am constantly focused on process optimization. I regularly assess and improve customer service processes and workflows, identifying bottlenecks, streamlining procedures, and leveraging technology to enhance our operational effectiveness.Building and maintaining strong customer relationships is a key part of my role. I work diligently to cultivate and maintain strong relationships with key customers, addressing their concerns and ensuring their needs are met. I also monitor customer satisfaction metrics and work to resolve issues promptly.Data analysis and reporting are essential aspects of my work. I use data analytics tools to track key performance indicators (KPIs) related to customer service, such as response times, resolution rates, and customer feedback.

  • Team Lead, Customer Operations

    • Sep 2021 - Jun 2022

    As a Team Lead in Customer Operations, my role was pivotal in overseeing and guiding a team of dedicated customer service representatives. I was responsible for managing the day-to-day operations of the team, setting performance targets, and ensuring that we consistently provided exceptional customer support.

• 

  PitchBook Data

  • United States
  • Venture Capital and Private Equity Principals
  • 700 & Above Employee

  • Team Lead, Customer Support

    • Jul 2018 - Oct 2019

    In this role, I was responsible for managing London's support team workflow, ensuring timely and accurate resolution of customer cases. I also served as the point of escalation for critical customer inquiries, collaborating with various teams to deliver client projects and support the sales team in closing opportunities. Additionally, I played a key role in setting KPIs to measure performance, provided coaching and training to team members, and participated in hiring and personnel decisions for the London support team and other departments.

  • Customer Support Specialist

    • Jul 2016 - Jul 2018

    Founding member of the Customer Support team at PitchBook's European HQ in London. The Customer Support team is compiled of top of the line support professionals dedicated to providing value for our EMEA clients using PitchBook on a daily basis to identify opportunities in the Venture Capital, Private Equity and M&A markets.

  • Business Development Executive

    • Feb 2015 - Jul 2016

• 

  TerraCycle

  • Trenton, New Jersey

  • Business Development Intern

    • Jun 2014 - Aug 2014
    • Trenton, New Jersey