Experience

• 

  Hotjar

  • Malta
  • IT Services and IT Consulting
  • 400 - 500 Employee

  • Product Support Lead

    • Dec 2022 - Present

    Leading a top-performing Product Support team of five, I play a pivotal role in ensuring our customers have an exceptional experience with Hotjar. By implementing effective strategies, providing technical guidance, and fostering a customer-centric culture, I empower my team to deliver outstanding support and drive customer success.

  • Product Support Agent

    • Oct 2021 - Dec 2022

    My role was to provide assistance, guidance, and solutions to Hotjar users and customers.🔥 Customer support - responding to customer inquiries, troubleshooting technical issues, and providing timely and accurate resolutions to ensure customer satisfaction.🔥 Product knowledge - developing a deep understanding of Hotjar's products, features, and functionality to effectively assist customers and provide appropriate solutions.🔥 Documentation and communication - creating and maintaining support documentation, knowledge base articles, and FAQs to provide self-help resources for customers. 🔥 Customer feedback - gathering and sharing customer feedback with relevant product teams to contribute to product improvement and development.

• 

  Liberty Wines Ltd

  • Clapham, England, United Kingdom

  • Sales Apprentice

    • Sep 2017 - Aug 2019
    • Clapham, England, United Kingdom

    During my apprenticeship at a major wine importer/distributor, I gained valuable cross-departmental experience with a primary focus on sales and nurturing customer relationships. At the same time, I pursued the WSET Level 4 Diploma in Wines and Spirits, further expanding my knowledge and expertise in the industry.Highlights of my experience include:✨ Customer training - conducting customer training sessions, effectively simplifying complex vinous concepts into easily understandable soundbites tailored for hospitality staff.✨ Sales and relationship management - nurturing customer relationships and providing personalised service to enhance customer satisfaction and loyalty.✨ Hands-on winemaking - as a cellar hand in Champagne, France (2018) and the Yarra Valley, Australia (2019), I worked closely with winemakers, committing long hours to the production of high-quality wines

• 

  London Cru

  • London, England, United Kingdom

  • Winery Business Development

    • May 2016 - Aug 2017
    • London, England, United Kingdom

    Sales and Operations:✨ Developed and executed a comprehensive marketing and business development strategy for London's first winery, driving brand awareness and revenue growth.✨ Managed social media platforms, curated website content, and executed targeted email marketing campaigns to engage with customers and drive conversions.✨ Achieved an impressive 80% increase in revenue for private events within a 12-month period, leveraging strong sales and negotiation skills.Customer Engagement and Public Speaking:✨ Hosted engaging winery tours and tastings for large groups, delivering confident and informative presentations for over an hour to more than 20 guests.✨ Expertly communicated the winery's unique story, vinification processes, and wine tasting techniques, ensuring an immersive and memorable experience for visitors.

• 

  Majestic Wine

  • United Kingdom
  • Beverage Manufacturing
  • 700 & Above Employee

  • Assistant Manager

    • Jan 2016 - May 2016

    ✨ Thrived in a fast-paced, high-turnover wine shop environment as Assistant Manager, demonstrating exceptional skills in people management and business operations ✨ Achieved a rapid promotion to the Assistant Manager position within just eight months, a testament to my strong leadership abilities and dedication✨ Played a pivotal role in driving the store's success by contributing to the effective operation and growth, resulting in increased like-for-like (LFL) sales, maximised gross profit (GP), and minimised shrinkage✨ Proven track record of delivering exceptional customer experiences, fostering loyalty, and building lasting relationships✨ Expertise in team development and motivation, fostering a positive work culture

  • Trainee Manager

    • Apr 2015 - Dec 2015

    ✨ Concurrently pursued WSET Level 3 studies, further deepening my understanding of the industry and enhancing my ability to provide valuable recommendations and guidance to customers

• 

  BDB Pitmans

  • London, England, United Kingdom

  • Business Development and Marketing Coordinator

    • Oct 2012 - Apr 2015
    • London, England, United Kingdom

    ✨ Collaborated with senior lawyers in the private wealth practice to develop and execute business development plans, driving client engagement and revenue growth.✨ Wrote persuasive tenders and pitches, securing new business opportunities and showcasing the firm's expertise.✨ Project-managed the development of a firm-wide intranet on SharePoint, ensuring efficient communication and information sharing within the organization, delivered under budget and on time.✨ Orchestrated impactful email marketing campaigns, managed social media channels, and crafted compelling website copy to enhance the firm's online presence and engage clients.✨ Coordinated and executed high-profile events, ensuring seamless logistics and memorable experiences for attendees.✨ Leveraged early-stage tech industry experience in email marketing, social media management, and website copywriting, developing valuable skills in digital marketing, content creation, and strategic communication with relevance across industries.