Experience

Transport Exchange Group

• United Kingdom
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• Head of Customer Success

  • Jun 2022 - Present

  I manage a team of 4 direct reports and a further 9 indirect reports, responsible for their overall performance. I use data and metrics to measure the overall health of our members, gain insights into their behaviours and identify areas for improvements to increase retention rates. I use data to create to identify areas of the business which have the potential to create risk within our company. I create strategies and guidelines on how to identify, manage and track risk before churn or… Show more I manage a team of 4 direct reports and a further 9 indirect reports, responsible for their overall performance. I use data and metrics to measure the overall health of our members, gain insights into their behaviours and identify areas for improvements to increase retention rates. I use data to create to identify areas of the business which have the potential to create risk within our company. I create strategies and guidelines on how to identify, manage and track risk before churn or damage has occoured. Highlights from my role include - • Implemented customer personas across the Onboarding journey to understand member goals and create targets • Defined data points of risk, identifying, tracking, and creating a strategy to reduce risk on the platform • Improved outreach by enabling the team reach out to low usage members and gather feedback • Increased the Trustpilot score from 3.8 to 4.6 since joining the firm • Produced a Voice of the Customer Pack to provide stakeholders with an overview of what members are saying Show less



Pasta Evangelists

• United Kingdom
• Food and Beverage Services
• 1 - 100 Employee

• Head of Customer Success

  • Apr 2019 - Jun 2022

  I manage an international and UK-based team and am responsible for the development of Customer Success strategies and guidelines, maintaining the company’s CSAT at 95% week on week. I developed the budget and capacity model for the Customer Success team, created a two-week training program and onboarded all new team members as well as creating a forecasting tool to help with seasonal fluctuations, future planning and cost maintenance. I also led a Customer Service ‘Outsource… Show more I manage an international and UK-based team and am responsible for the development of Customer Success strategies and guidelines, maintaining the company’s CSAT at 95% week on week. I developed the budget and capacity model for the Customer Success team, created a two-week training program and onboarded all new team members as well as creating a forecasting tool to help with seasonal fluctuations, future planning and cost maintenance. I also led a Customer Service ‘Outsource Project’, negotiating contracts and running due diligence checks to ensure the development of the best contact centre for both the brand and customers while maintaining costs. Highlights from my role include: • Embraced periods of 300% growth within company, developing team from 4 to 34 members during 2020 peak; currently manage 14 international and 5 UK team members • Improved Trustpilot score from 4.1 to 4.5 and Google reviews from 4.2 to 4.6 • Headed 3-month outsource project resulting in ~25% reduction in customer service costs • Introduced Zapier deep dive model to deliver 10% reduction in Contact per Order (CPO) • Reduced turnaround time from 48 to 6 hours, live chat first response from 45 to 20 seconds and ‘phone wait times from 60 to 20 seconds • Created small winback team to called lapsed customers to win back their subscriptions; 6 month trial with 1 FT member of staff resulted in ~30% reactivation rate Show less



Swoon

• United Kingdom
• Furniture and Home Furnishings Manufacturing
• 1 - 100 Employee

• Product Specialist Team Lead

  • Jan 2018 - Apr 2019

  London, Greater London, United Kingdom I managed a team dealing primarily with pre-sales enquiries. I created new sales leads as well as developing and improving ways to increase conversion. I collected and reported on all sales figures including team conversion, average order value and sales per lead and worked alongside the Head of Retail and CEO to create new room stylist and Personal Shopping services. Highlights from my role include: • Managed team of 8-12 staff and dealt with a number of escalations from… Show more I managed a team dealing primarily with pre-sales enquiries. I created new sales leads as well as developing and improving ways to increase conversion. I collected and reported on all sales figures including team conversion, average order value and sales per lead and worked alongside the Head of Retail and CEO to create new room stylist and Personal Shopping services. Highlights from my role include: • Managed team of 8-12 staff and dealt with a number of escalations from Customer Care Team • Became Team Lead for new product specialist team, generating 20% of overall revenue and maintaining Customer Satisfaction Score of at least 95% • At request of Head of Operations and Head of Finance, helped hire 12 people in 6 weeks for new Debenhams showrooms across country, successfully hiring full teams for all stores

• Customer Service Team Lead

  • Sep 2017 - Jan 2018

  London, United Kingdom In this role, I managed the team responsible for providing high levels of customer service and worked alongside the Customer Care Manager to report on daily team KPIs. I also measured customer satisfaction and worked on improvements over a short period of time as well as creating performance reviews to facilitate the growth of team members within both the team and company.



Antler

• United Kingdom
• Retail
• 1 - 100 Employee

• Customer Service Team Lead

  • May 2016 - Sep 2017

  London, Greater London, United Kingdom I was responsible for the day-to-day management of the Customer Services team workload, providing a high-volume transactional service to e-commerce, airline customers and the general public. I also investigated and carried out root cause analysis of customer complaints in order to continuously improve service.



Canada Life

• Canada
• Insurance
• 700 & Above Employee

• Senior Customer Service Administrator (Pensions)

  • Jun 2013 - May 2016

  Potters Bar, Hertfordshire, United Kingdom * Dealing with Personal Pensions, Executive Pensions, Group Pensions and Pension Schemes on a daily basis. * To undertake the administration, answer queries from customers and advisers and support my supervisor and management team. Deal with telephone and written queries in line with company, customer and legislative requirements, amend and maintain clients records ensure all communication is fully documented. * Deputise in supervisors absence and manage the daily statistics and… Show more * Dealing with Personal Pensions, Executive Pensions, Group Pensions and Pension Schemes on a daily basis. * To undertake the administration, answer queries from customers and advisers and support my supervisor and management team. Deal with telephone and written queries in line with company, customer and legislative requirements, amend and maintain clients records ensure all communication is fully documented. * Deputise in supervisors absence and manage the daily statistics and presenting, reporting and analysing data. * Investigate and resolve complex complaints in line with the company and the regulator standards. Identifying and addressing the cause, amending processes if required. Head of the complaints database on Pension Servicing team. * Maintain a high level of financial and technical knowledge with the ability to rotate into other teams if required. * Train and coach new starters along with existing staff, maintain training records. Currently working with Risk Management team to reporting any breaches and create ways to prevent them from reoccurring

• Customer Service Administrator (Pensions)

  • May 2012 - Jun 2013