Experience

• 

  Fitronics

  • Bath, England, United Kingdom

  • Customer Support Manager

    • Aug 2023 - Present
    • Bath, England, United Kingdom

• 

  Amazon

  • Learning Project Manager

    • Mar 2022 - Jul 2023

    - Create and maintain project plans for learning curricula localization, identify resource needs, and manage project schedules. - Collaborate effectively across teams to define strategy, goals, and commitment to timelines and deliverables.- Develop and maintain metrics and reports that assist in managing project initiatives.- Develop reports that monitor progress against goals and objectives and project execution and delivery.- Establish and document processes for administering curricula, leveraging best practices and existing infrastructure to scale offerings globally. - Maintain procedures related to the training administration tasks (Create Standard Work Documents).- Execute administration tasks and logistics for new or existing curricula (e.g. curricula setup in LMS, roster management, learner communications).- Research and implement new curricula. - Communicate with Stakeholders on a global level.- Develop new curricula.- Facilitate new and existing curricula.

  • Book Depository Customer Service Team Manager

    • Oct 2020 - Mar 2022

    - Manage daily operations on the floor through metrics monitoring, live resource reallocation, team meetings and huddles- Provide real-time support for Agents on shift across the network - Handle all day-to-day administrative tasks including MyTime, Attendance tracking, reporting and Payroll- Coach a team of 15 Agents to drive performance improvements through regular 1:1 coaching and mentoring sessions- Actively manage performance trends (site and individual)- Create and continually support people through individual development plans- Guide individual and team projects across sites to drive and achieve network results- Own emerging issues and escalations, and drive to resolution- Facilitate team discussions and communicate business messages- Drive an engaged team culture through Connections results and Insights- Identify and lead process improvement initiatives - Review and analyse data for weekly business reviews

  • Goodreads Customer Service Team Manager

    • Oct 2018 - Oct 2020

    - Manage daily operations on the floor through metrics monitoring (real-time tool), live resource reallocation, and team meetings and huddles- Provide real-time support for Experts on shift across the network as a Goodreads subject matter expert- Handle all day-to-day administrative tasks including MyTime, Attendance tracking and reporting and Payroll- Coach small teams of 4-10 Experts to drive performance improvements through regular 1-1 coaching and mentoring sessions- Actively manage performance trends (site and individual)- Create and continually support people through individual development plans- Guide individual and team projects across sites to drive and achieve network results- Own emerging issues and escalations, and drive to resolution- Interview and demonstrate understanding of performance and leadership performance bar and effectively apply to hiring decisions- Facilitate team discussions and communicate business messages- Collaborative approach to problem-solving, with a focus on sharing and enhancing team knowledge- Work in a cross-functional environment with colleagues in different roles and levels- Drive an engaged team culture through Connections results and Insights

  • Goodreads Expert

    • Apr 2018 - Oct 2018

    - Answer customer inquiries to solve customer issues and enhance members’ usage of the site - Perform scheduled admin tasks that support our internal operations, such as approving applications for new authors- Work closely with our team to troubleshoot and investigate bugs, and follow up on new and existing customer issues- Suggest and follow up on improvements to our documentation, systems, and tools through individual escalations or existing processes- Collaborate on and contribute to network-level projects or process improvements that improve member experience

  • Seller Support Associate

    • Mar 2015 - Apr 2018

    - Provide prompt and efficient service to Amazon Sellers through phone, email and chat- Demonstrate ownership of every Seller interaction to achieve successful first-time resolution on all contacts- Work with multiple technology applications and features to resolve Seller contacts- Demonstrate the ability to recognize and identify system, process and policy issues impacting our Sellers and drive business improvement initiatives- Maintain a positive and professional demeanour always portraying the company in a positive light and effectively managing sensitive issues- Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures- Contribute to a positive team environment and proactively aids team members with difficult contacts as needed- Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance- Actively seek solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions- Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions

  • Seller Support Associate Advisor [A]

    • Oct 2017 - Mar 2018

    - Primary function is to remove barriers and provide solutions to enable perfect interaction- Provide technical assistance and coaching to Associates- Handle Seller Escalations- Conduct Seller interaction audits and provide coaching to improve performance - Educate Associates on process, tools and standards to address operational questions and provide solutions to Sellers - Identify and relentlessly advocate for resolution to Seller and Associate issues - Contribute to daily Kaizen activities and may contribute to process improvement initiativesSubject Matter Expert on several platforms or specialties - Provide prompt and efficient service to Amazon Sellers through phone, email and chat - Work with multiple technology applications and features to resolve Seller contacts- Demonstrate the ability to recognize and identify system, process and policy issues impacting our Sellers and drive business improvement initiatives- Actively seek solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions- Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions- Demonstrate ownership of every Seller interaction to achieve successful first-time resolution on all contacts- Identify efficiency opportunities for Sellers and Associates through daily floor observations - Provide direction to others regarding adherence, AUX coding, and lobby management guidelines- Foster a positive team environment and collaboration within the team

• 

  Espresso Communication

  • Cape Town, Western Cape, South Africa

  • Account Manager

    • Aug 2011 - Mar 2015
    • Cape Town, Western Cape, South Africa

    - Managing Client portfolios across ATL, BTL & Strategic disciplines- All aspects of brief writing from start to finish- Financial management: monthly billings, invoicing- Status reports, Contact reports & Continuous liaison between Agency & Client - Deal with and manage external suppliers during projects when required- Client meetings - Daily meetings with Traffic- Generate new business for the company- Work closely with the Managing Director, Creative Director, Client Service Director & Creatives- Remain in touch with global creative trends and design

• 

  Cultural Care Au Pair

  • Au Pair

    • Mar 2010 - Apr 2011