Experience

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  Fundraising Every Day (FED)

  • Australia

  • Account Manager

    • Oct 2022 - Present
    • Australia

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  Spacehive

  • London, United Kingdom

  • Project Success Manager

    • Mar 2019 - Aug 2022
    • London, United Kingdom

    Spacehive is a crowdfunding platform that helps bring local community projects to life. In addition to raising funds from local people and businesses, each project is matched with local councils, foundations and corporate partners, who can all pledge funds to help turn their ideas into reality.Responsibilities:- Providing professional crowdfunding advice, creating campaign strategies and supporting project creators to hit their funding targets.- Collating user feedback to and designing new solutions to drive product development to tackle front-end and back-end challenges.- Verifying civic projects to ensure their plans are viable, robust and ready to be delivered within legal guidelines.- Managing the collection & transfer of all funds raised through the platform.Achievements:- Grown the campaign success rate from 52% in 2019 to an industry-leading 85% in 2022.- Implemented operational improvements within the user support team to handle a 150%annual project volume growth, whilst maintaining the same sized team.- Working with the Mayor of London to help allocate almost £500,000 of public funds to localcrowdfunding projects in 2021 alone.

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  Midrive

  • Senior Customer Operations Executive

    • Jul 2018 - Mar 2019

    Midrive provided a marketplace in which learner drivers are matched with top-rated instructors.- Act as an escalation point for any complex or sensitive customer support issues, identifyingcontact drivers and policy refinement opportunities where possible.- Delivering best-in-class support and training to the wider Customer Happiness team to achieve targets and performance goals using QA and CSat programmes.- Own and develop CSat and NPS programmes. We achieved an industry-high 9.2* on Trustpilot.- Identify, develop and implement department-specific continuous improvement; - Heavily involved the migration from a disjointed CRM toolkit to Zendesk.- Key contribution to product development, working with dev team to design new features andsolutions to improve the Midrive product.

  • Customer Happiness & Operations Executive

    • Sep 2017 - Jul 2018

    I began working in the Customer Happiness team at Midrive in more of a front-line customer support & sales role. Responsibilities and achievements included:- Delivering exceptional customer service through phone, email, live chat and SMS support.- Managing accounts with driving schools, instructors and client organisations and balancingthe demands of several different stakeholders.- Identifying opportunities for continuous process improvement and product development.- Creating copy for blogs, mailshots & managing social media channels.

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  Songkick

  • United Kingdom
  • Musicians
  • 1 - 100 Employee

  • Fulfillment Assistant

    • Jan 2017 - Mar 2017

    As my community assistant internship came to an end, I moved over to the fulfilment team as a Fulfilment Assistant.Responsibilities include shipping customer orders, logging & monitoring stock and constantly working together to identify areas in which we can improve efficiency and cut costs in our daily operations going forward.

  • Community Assistant

    • Aug 2016 - Dec 2016

    I began a three month community assistant internship at Songkick in late August 2016, which was later extended to four to cover the biggest campaign in the company's history during December. Responsibilities included front-line customer support, direct liaison with artists, management teams and labels, moderating event listings & ensuring a high standard of data quality.

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  The Background

  • Melbourne, Australia

  • Bar Staff

    • Dec 2015 - Apr 2016
    • Melbourne, Australia

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  TR Fleet

  • Berkswell

  • Product Development Executive

    • Oct 2014 - Oct 2015
    • Berkswell

    TR Fleet helps organisations to manage the risks of employees driving on business through its innovative driver risk management software, DriveSecure.Responsibilities:- User support for all DriveSecure customers, suppliers and prospective clients- Liaising with both business clients and end users.- Creating a product development roadmap, capturing user feedback and reporting on the system's usability.

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  E.ON UK

  • Nottingham, United Kingdom

  • Marketing Intelligence Executive

    • Sep 2012 - Aug 2013
    • Nottingham, United Kingdom

    12 month industrial placement as part of my degree.- Working within the Competitor Intelligence team collating, analysing and reporting on competitor activity within the energy industry.- Delivering an internal marketing campaign to relaunch the competitor intelligence intranet portal to a wider audience within the organisation. - Liaising with different internal customers, collecting feedback and working with designers to create a more user friendly platform.

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  Cab Automotive Ltd

  • West Midlands

  • Marketing Assistant

    • Jul 2011 - Sep 2011
    • West Midlands