Experience

Zapier

• United States
• Software Development
• 700 & Above Employee

• Team Lead (EMEA), Premier Support

  • Apr 2021 - Present

• Senior Customer Champion, Premier Support

  • Feb 2020 - Apr 2021



Madgex: A Wiley Brand

• United Kingdom
• Software Development
• 1 - 100 Employee

• Service Manager

  • Nov 2017 - Feb 2020

  • A champion of communication excellence at the front lines of customer interaction, servicing a client base of 200+ accounts across multiple products • Supporting clients via phone and Zendesk for technical queries, bugs/issues and change requests, also providing screen shared guidance with Zoom • Responsible for delivering complex site-level change requests and accommodating where possible, changes at a product-level • Other key responsibilities include: - Scoping, SOW, resource, risk and scope creep management, QA and testing, feedback and amendments - Assisting clients with the setup and troubleshooting of API and multiposting facilities - Using design experience for suggested improvements to UI and UX - Tackling SEO and page speed optimisations hurdles - Advocating data and security awareness with support on GDPR • Service Managers are a conduit for information across all departments at Madgex and with information gathered on each case, I proactively update our Help Centre article base • I partnered with CSMs on projects and problem solving, aligning myself to identifying what is Customer Success and driving it forward • Within 2-years I have won 3 company awards for the development and implementation of internal and client-facing training guides and support documentation • Trained under: - MGI Learning a fresh perspective on what defines better service, and excellence in customer service communication and practices - Human Talent And Training coaching on internal and external relationship building, understanding human behaviour and rapport - SEO Training under Chad Conlon, diving into the nature of Google algorithms and how SEO has changed with the ever adapting nature of the internet My personal motivational driver each day is ensuring clients receive an exceptional level of service answering technical questions and helping to solve problems. Knowing our client’s experience is paramount and they trust in the service they receive. Show less



GYM KANDI LONDON

• Brighton and London

• Freelance Project Manager

  • Sep 2017 - Nov 2017

  • Short term contract to lead the project delivery of Gym Kandi London, contributing towards ambitious introduction to market of their male product line. • Assist Buying and Operations Director with production pipeline and support delivery from supplier to customer base. • Ensuring communication is maintained with internal team on project progress, risks and issues. • Evaluate current pipelines and processes, offering suggestions and improvements across company and business services. • Responsible for project administration duties including scheduling meetings and bookings for promotional shoots within set budgets. • Any other duties as required by Buying and Operations Director. Show less



Kineo

• United Kingdom
• E-Learning Providers
• 100 - 200 Employee

• Senior Project Manager

  • Feb 2017 - Sep 2017

  Working within the content team, I was accountable for a varied portfolio of clients spanning multiple projects, line manager to a Project Coordinator, supporting a multi-disciplined team and freelancers. • Accountable for set up and ongoing care of several projects simultaneously, both new and inherited • Effective communication between clients, Project Director, Account Managers, team and other stakeholders • Maintaining budgets and expenses within margin and resourcing efficiently to ensure best use of project finance and time • Reporting directly to the Project Director and the wider team, chairing meetings/stand ups and comms via Microsoft Teams • Updating project milestones with changing circumstances, bringing awareness of risks, issues and planning mitigation to all • Establishing successful relationships with existing and new clients, helping them to achieve their definition of success • Provide a flexible approach in-line with client requirements, compliance and guidelines, ensuring correct process is followed • Excels within a compliance and process driven environment, putting my naturally thorough work to effective use • Manage, coach and development of Project Managers and Coordinators, supporting Project Director in performance related tasks • Facilitating conversations and decisions towards project and studio objectives, getting involved in continuous improvement • Supported global communication change and improvement by advocating Microsoft Teams, becoming a go-to whom employees approached for help • Proactively contribute towards development of supplier management and video production • Testing of bespoke digital content from Adapt and Storyline on LMS platforms across mobile, tablet and desktop platforms Client I have worked with: Deutsche Bank • GlaxoSmithKline (GSK) • Mitchells & Butlers • Network Rail • Office of the Public Guardian • Philip Morris International • Securewest International • Siemens / National Training Academy for Rail (NTAR) Show less



Elucidat

• United Kingdom
• E-Learning Providers
• 1 - 100 Employee

• Project Coordinator

  • Jun 2016 - Jan 2017

  Recruited primarily to own the pipeline of works, change requests and maintenance on client themes and projects. Introduced new processes, documents and software to ensure smooth running of projects. Liaised closely with development, design, support and customer excellence; part of my role was being active in Account Management for global companies of all sizes. • Dual accountability in planning projects and maintaining accounts within the Customer Success Team and the Elucidat Academy. • Facilitated improved delivery of projects and services to clients by introducing new processes and pipelines to Elucidat. • Built successful relationships with clients and provided services which helped them achieved their definition of success. • Identified most appropriate PM method with flexible approach in line with client requirements, ambitions and team resources • Managed set cost and day rate project budgets, change requests and feature creep. • Introduced Scope Statements (SOW), trackers, set production pipelines and consistent comms to streamline a high quality service across the Customer Success Team and uphold the reputation of Elucidat. • Monitored client projects and purchased services daily and provided RAG status reports to Professional Services Director weekly. • Owned planning and organisation of remote client engagements, company social events and staff welfare. • Ensuring all client services are delivered consistently, clearly and within business T&Cs. • Proof reading documentation; checking flow, tone of voice, grammar and spelling. • QA testing of content on mobile, tablet and desktop platforms, LMS systems and reporting bugs (properly!) Client I have worked with: BBC • Bright Alley • City & Guilds Kineo • e-Health Africa • FranklinCovey • Old Mutual Wealth • PepsiCo • PwC • Roche • SAI Global • Saxo Bank • Thomsons • USDAW • Willis Towers Watson Show less



Relentless Software

• Brighton, United Kingdom

• Studio Manager

  • Aug 2015 - Nov 2015

  Reporting directly to the CEO, I was responsible for ensuring the three studio divisions delivered projects successfully and in accordance with the company strategy, maintaining information pipelines between publishing and development. I filtered essential directives to Product Leads/Producers and liaised daily with studio disciplines such as Art, Audio, Code, Design, Finance, IT and QA. • Line manager for 6 leads and oversaw all studio staff. • Tracked the full pipeline of works at any given time within each division. • Reported directly to CEO, liaised with CTO and Marketing as needed. • Held play through demonstrations of products and sourced focus group testers. • Monitored and approved delivery schedules, purchase orders and budgets ensuring Product Leads were on track. • An advocating for open channel messaging to enable transparent and efficient communication throughout the studio. • Introduced discipline focused talks and Six Thinking Hats theory to meetings. • Created an annual hardware and firmware diary to future plan and proof products to an ever changing market. • Responsible for keeping older products and apps alive (as long as practical). • Supervised morning Scrum meetings. • Assisted with localisation, ratings and game license procurement. • Organised a Game Jam for everyone to put forward commercially viable ideas and work with people they normally would not. • Publicised local events to promote an engaged, high-performance working team. • Provided 1:1 support to all studio staff. • Engaged with high achievers and poor performers taking appropriate action. • Served as the studio resource manager. • Talent hunted and sourced suitable recruitment agencies. Show less



Delta Economics

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Brand and Project Manager

  • Oct 2012 - Jun 2015

  My targets were bringing Delta Economics to ‘the next level’, with a complete overhaul of brand and planning strategy, then develop an extensive API (DeltaMetrics) to gain revenue. This required heavy research, assessing competitors and the current marketplace. Once completed, my approach gave Delta Economics a strong, fresh presence within the economic marketplace and considerable industry attention. • Producer and GUI/UX advisor on DeltaMetrics responsible for full pipeline. • Led development and graphic communication with an international team located in New Delhi, Amsterdam, Singapore and London. Proficient scheduling and communication were vital. • Rigorous QA and bug fixing management on DeltaMetrics with a target of creating a sophisticated, user-friendly web environment for subscribers. • Continually developed the API to suit client or market needs and optimising for growing desktop/tablet/mobile platforms. • Headed all creative decision making. • Advisory to the CEO on brand direction and external graphic communication. • Contributed new ideas which were designed to open new business opportunities for Delta Economics such as, inviting other company specialists to talk in our Webcasts and promoting the company via newsletter. • Creation of the Delta Economics brand guidelines and ensuring the brand was maintained. • Produced scheduled content of video and graphical communication such as editing of YouTube Webcasts, service videos, presentations, reports, brochures, infographics and other online content including animating the company Christmas message. • Supported the CFO with graphical sales documentation. • Responsible for the acquiring of fonts and photography with correct licenses. • Was assigned ownership of the office move and sourced office furniture to a strict budget. • Improved internal communication systems and production pipelines. • Managed website content. • Streamlined working practices and tutored staff to increase productivity. Show less



Bigman Ltd.

• United Kingdom
• Animation and Post-production
• 1 - 100 Employee

• Producer and Client Relationship Manager

  • Oct 2010 - Sep 2013

  Dubbed ‘the face of Bigman’ my role was mainly client-facing, managing expectations, understanding requirement, hosting workshops and translating ideas into a brief for both studio and client. I project managed and directed multi-disciplined teams, some of whom were based internationally, to deliver an outstanding end product. This would be either promotional videos, animations or 3D renders. I have successfully completed complex projects with turnarounds as little as 3 days. • Reported to both company founders. Provided consultation and support to each Director. • Involved in some high level business development decisions including business strategy. • Established Bigman’s Asian branch in Bali, Indonesia. • Responsible for keeping projects to schedule and monitoring ongoing client feedback requests. • Building quotes, arranging contracts and negotiating terms of business with clients. • Provided creative solutions to client problems and was a main point of contact throughout a project cycle. • Proactive in providing insight to clients with competitor analysis and market trends. • Sharp eye for detail and assessing risk within projects, especially with feature creeping. • Delivering projects with specified time and to budget whilst retaining highest quality. • Assessing performance of project and team, also providing reports via post mortem documentation. • Dealt with localisation when required. • Gain a wealth of experience in multi-industry production processes such as Gaming, Radio, Event, VFX, Animation. • Given creative freedom on company graphical communication. • Co-developed the Bigman website and managed content. • Recruiting specialists/new talent, building and maintaining relationships with talent. Supervised freelancers and released those who were underachieving. • Assisting Director in administration, competitor analysis office tasks and studio management. • Consistently looking to improve internal systems, work processes and studio profile. Show less



Zoe Mode

• Computer Games
• 1 - 100 Employee

• Graphic Artist

  • 2007 - 2010

  My main responsibilities were creation, testing and integration of 3D assets for XBOX 360 and Nintendo Wii, as well as Front End and Graphic User Interface design/implementation. Responsible for EFIGS localisation and menu user experience on Grease: The Video Game. • Created and supported the development of high quality 2D and 3D assets. • Coordinated with Coders, Artists, Designers and Production Management. • Employed a wide range of art skills in support of visual and technical asset creation for various product lines. • Created art content ranging from conceptual illustrations, photo manipulation, Front End and Graphic User Interface content and 3D assets including environments, models, props and textures. • Modelled, UV, and textured environments to a high level of quality using the latest techniques. • Textured and exported objects to the specific style required from the Game Art Director. • Worked closely with Coders to implement art assets into the game. • Performed a degree of asset tests myself to ensure the QA team were not fixing bugs unnecessarily. • Maintained and updated Zoë Mode‘s asset library in keeping with specifications such as naming conventions, file paths and builds. • Managed and mentored Artists ad-hoc who were joining the project at any given time. • Offered feedback to management on ways to improve workflows and processes and help enforce these with the team. • Elected to join the pitch development team entitled The Lab and was asked to work alongside Zoë’s Creative Director. • Imagined new ideas within The Lab for social and family gaming demographics. • Presented commercially viable ideas to CEO, then to publishers upon completion. • Trained 3 new Artists, co-led a group of 6 Artists, provided assets for 8 Coders and reported to the Producer whilst on Grease: The Video Game. • Advocated optimised folder structures and organised layers in Photoshop to improve hand overs and project work flow. Show less



Escape Studios

• United Kingdom
• Higher Education
• 100 - 200 Employee

• Environment Artist

  • 2007 - 2007

  • Created high quality 3D environments and props for an XBOX 360 title. • Coordinated with Zoë Mode Artists. • Created art assets including environments, models, props and textures. • Modelled, UV, and textured environments to a high level of quality using the latest techniques. • Textured and exported objects to the specific style required from Zoë Mode's Lead Artist. • Advocated optimised folder structures and organised layers in Photoshop to improve project work flow. • Created high quality 3D environments and props for an XBOX 360 title. • Coordinated with Zoë Mode Artists. • Created art assets including environments, models, props and textures. • Modelled, UV, and textured environments to a high level of quality using the latest techniques. • Textured and exported objects to the specific style required from Zoë Mode's Lead Artist. • Advocated optimised folder structures and organised layers in Photoshop to improve project work flow.