Experience

Canvas

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

• Customer Success Manager

  • Nov 2022 - Present

  Canvas is London’s favourite venue directory that brings leads directly to your inbox. Unlike other event agencies, Canvas is a membership and never charges commission, So all the profits of your events go straight into your pocket.



Descartes Localz

• Australia
• Information Services
• 1 - 100 Employee

• Customer Success Manager

  • Nov 2021 - Oct 2022

  London, England, United Kingdom • Manage a portfolio of enterprise clients, including OVO Energy & Autoglass. • Retention! Accountable for contract renewal and upsell opportunities. • Project manage customer onboarding and implementation. Scheduling meetings, ensuring deadlines are hit and promoting communication between teams. • Record and feedback areas of product improvement via the appropriate channels internally. Being the ‘voice of the customer’ within our business. • Perform regular customer health checks… Show more • Manage a portfolio of enterprise clients, including OVO Energy & Autoglass. • Retention! Accountable for contract renewal and upsell opportunities. • Project manage customer onboarding and implementation. Scheduling meetings, ensuring deadlines are hit and promoting communication between teams. • Record and feedback areas of product improvement via the appropriate channels internally. Being the ‘voice of the customer’ within our business. • Perform regular customer health checks that help drive usage and allow customers to maximise benefits of the platform. • Manage relationships with customer stakeholders at all levels to prevent risk of churn, act on customer feedback, achieve response rates to NPS surveys in all accounts • Assist marketing department in driving campaigns on new product features. • Reporting – Provide detailed analysis on performance in an easy-to-understand and digestible way. Show less



Rated People

• United Kingdom
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Aug 2019 - Nov 2021

  • Developing customer relationships that promote retention and loyalty – We consistently achieve a 90%+ retention rate! • Manage, develop & motivate a team of 13 Customer Success agents. Ensuring the team are performing to an excellent standard whilst building a fantastic culture and atmosphere. • Proactively seeking out upsell opportunities, using key data trends and ensuring we maximise each interaction with our customers. We have upgraded more accounts so far this year (August… Show more • Developing customer relationships that promote retention and loyalty – We consistently achieve a 90%+ retention rate! • Manage, develop & motivate a team of 13 Customer Success agents. Ensuring the team are performing to an excellent standard whilst building a fantastic culture and atmosphere. • Proactively seeking out upsell opportunities, using key data trends and ensuring we maximise each interaction with our customers. We have upgraded more accounts so far this year (August 2021) than we did during the whole of 2020. • Managing relationships with key, c-suite level stakeholders both externally and internally • Maintaining excellent service standards, going above and beyond to ensure customer satisfaction. • Acquiring and presenting data using our SaaS, that shows potential areas for growth and/or support. • Ensuring all customers are successfully using the product or service they’ve purchased from the company, with a 24-hour SLA for customer queries. • Aid with the development and improvement of our product by gathering feedback from customers. We have hosted forums and presentations to the wider business. • Creation and implementation of new CRM journey for customers, including emails/texts/push notifications. • Monthly target & KPI setting for Customer success team.

• Collections Manager

  • Mar 2018 - Sep 2019

  London, United Kingdom • Developing and introducing policies and procedures to enhance the Credit Control function • Leading, managing and motivating the Credit Control team, setting clear and measurable objectives for the staff • Undertaking weekly debt reviews with each team member and agreeing on future action required • Forecasting cash impact of collections activity • Liaising regularly with Sales / Customer Success teams regarding overdue accounts • Liaising with external debt collection… Show more • Developing and introducing policies and procedures to enhance the Credit Control function • Leading, managing and motivating the Credit Control team, setting clear and measurable objectives for the staff • Undertaking weekly debt reviews with each team member and agreeing on future action required • Forecasting cash impact of collections activity • Liaising regularly with Sales / Customer Success teams regarding overdue accounts • Liaising with external debt collection agencies where required • Designing and preparing monthly performance reports • Developing a culture of empowerment through the team ensuring that all employees take responsibility for the on-going success of the Company. • Developing a customer focused approach to the internal client base, liaising effectively with other divisions across the business



VUBIQUITY

• Collections Manager

  • Oct 2017 - Apr 2018

  London Bridge - Establishing a formal Credit Control process for Vubiquity, evidenced by clear documentation, including description of roles and responsibilities and examples of collection materials (call scripts, proforma letters etc.) - Reduction of overdue debtors by 50% as at 31 December as compared to overdue debtors as at 30 June (by value) - Deliver weekly Receivables and Collections reporting, including timely handling of Group reporting requirements and ad hoc queries… Show more - Establishing a formal Credit Control process for Vubiquity, evidenced by clear documentation, including description of roles and responsibilities and examples of collection materials (call scripts, proforma letters etc.) - Reduction of overdue debtors by 50% as at 31 December as compared to overdue debtors as at 30 June (by value) - Deliver weekly Receivables and Collections reporting, including timely handling of Group reporting requirements and ad hoc queries (evidenced by records of delivery to be maintained) - Ensure that all Top 25 customer account receivable balances are reconciled with the customer Show less



OLIVER Agency

• United Kingdom
• Advertising Services
• 700 & Above Employee

• Credit Manager

  • Nov 2015 - Sep 2017

• Credit Controller

  • Nov 2014 - Nov 2015

  London, United Kingdom - Support UK Finance Manager in collection activity. Ensuring that all debts are promptly collected, using collection efficiency, and finishing off process by keeping 90+ debt down to a minimum. - Support UK Finance Manager with Invoice interface M-Tivity / SAP invoices ensuring credit notes efficiently, timely and accurately - Liaise with internal departments/sales managers to ensure any invoice disputes or issues are resolved within internal SLAs. -… Show more - Support UK Finance Manager in collection activity. Ensuring that all debts are promptly collected, using collection efficiency, and finishing off process by keeping 90+ debt down to a minimum. - Support UK Finance Manager with Invoice interface M-Tivity / SAP invoices ensuring credit notes efficiently, timely and accurately - Liaise with internal departments/sales managers to ensure any invoice disputes or issues are resolved within internal SLAs. - To maintain and update all collection and dispute logs and records in SAP. - To ensure credit initiation and monitoring processes are timely, appropriate and compliant with company policy. Flag credit issues promptly to the UK Finance Manager



Money Mart Financial Services

• United States
• Financial Services
• 700 & Above Employee

• Collections Team Leader

  • Apr 2014 - Nov 2015

• Collections Agent

  • Jun 2012 - Apr 2014

  Key Responsibilities * Contacting customers by telephone to negotiate settlement of accounts or restructuring of current arrangement. * Collection of high volume low value accounts, via Dialer and/or manual calling. * Ensuring that the internal system is updated accurately with details of customer conversations and agreements. * Ensuring full compliance with legal and internal processes. * Processing debit card payments. * Supporting team members with… Show more Key Responsibilities * Contacting customers by telephone to negotiate settlement of accounts or restructuring of current arrangement. * Collection of high volume low value accounts, via Dialer and/or manual calling. * Ensuring that the internal system is updated accurately with details of customer conversations and agreements. * Ensuring full compliance with legal and internal processes. * Processing debit card payments. * Supporting team members with ad hoc tasks as necessar



Selection Services Ltd.

• Credit Controller

  • Sep 2010 - Jun 2012



'Self-Employed'

• Personal Trainer

  • Feb 2010 - Sep 2010

  Bromley Health & Leisure Centre