Experience

Runa

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Head of Runa Experience

  • Jul 2023 - Present

  Promoted to Head of Runa Experience - responsible for customer, end-user and partner experience

• Head Of Customer Experience

  • Apr 2022 - Jul 2023

  *Implemented enhanced CX software suite to increase team efficiencies *CSAT increase from 52% to 79% consistently month on month *Placed first US hire, and developed team members into lateral moves and promotions Main Responsibilities: Customer Experience strategy and operations - Lead, manage and direct the daily operations, and resource planning for CX team - Optimise and develop processes from analysis of metrics and data to elevate the overall customer… Show more *Implemented enhanced CX software suite to increase team efficiencies *CSAT increase from 52% to 79% consistently month on month *Placed first US hire, and developed team members into lateral moves and promotions Main Responsibilities: Customer Experience strategy and operations - Lead, manage and direct the daily operations, and resource planning for CX team - Optimise and develop processes from analysis of metrics and data to elevate the overall customer experience - Mentor and develop each team member to support personal and professional growth - Setting and monitoring performance targets in line with departmental and organisational OKRs Delivering quality customer support and ensuring customer satisfaction - Streamline processes across internal and external teams to provide seamless customer redemption experience - Enhance multi-channel (email, phone, web form, social media) support offering as required by our customers



MoneySavingExpert.com

• United Kingdom
• Online Audio and Video Media
• 1 - 100 Employee

• User Relations & Energy Support Manager

  • Apr 2021 - Apr 2022

  In addition to User Relations Manager role, also responsible for managing front line MoneySupermarket Energy Support team which services customers via phone and email.

• User Relations Manager

  • Jul 2018 - Apr 2021

  London, Greater London, United Kingdom Responsible for all incoming user contact into MSE, predominantly via email, live chat and social media. Main Responsibilities: Management of MoneySavingExpert customer service function - Overall responsibility for servicing all MSE Credit Club and Cheap Energy Club users via Zendesk, live chat and social media - Ensuring c.10,000 monthly queries are responded to accurately and within SLA - Weekly and monthly reporting to internal stakeholders - Management and reporting… Show more Responsible for all incoming user contact into MSE, predominantly via email, live chat and social media. Main Responsibilities: Management of MoneySavingExpert customer service function - Overall responsibility for servicing all MSE Credit Club and Cheap Energy Club users via Zendesk, live chat and social media - Ensuring c.10,000 monthly queries are responded to accurately and within SLA - Weekly and monthly reporting to internal stakeholders - Management and reporting of FCA regulated and unregulated complaints, predominantly around energy switching and general financial information - Regular completion of 1-2-1 coaching, objective setting and providing feedback for development Implementation and improvement of internal processes - Identifying opportunities to improve and streamline processes, for the benefit of end-users and internal teams - Creating new processes within the team to improve workflow management, accuracy of responses and ensure correct complaint handling - Working with internal product and tech teams to identify root-cause of issues, track fixes and implement temporary solutions Stakeholder management - Collaborate with stakeholders within MoneySupermarket Group, regularly sharing feedback on the site content and highlighting potential news stories - Represent the team during incidents, working with cross-functional teams to provide resolutions and ensure remediation takes place - Completing regular reports for senior group stakeholders, to be reported both internally and externally - Build relationships with senior group and external stakeholders, specifically 3rd party providers, to ensure queries are resolved as efficiently as possible



Santander UK

• United Kingdom
• Banking
• 700 & Above Employee

• Technical Business Consultant

  • Oct 2017 - Jul 2018

  Milton Keynes, United Kingdom Conducting root cause complaints analysis to identify trends and implement solutions. Main Responsibilities: •Root cause analysis of complaints -Identifying themes and trends within an agreed priority complaint area -Analysis of customer journeys to understand the main issues faced -Recommend process improvements and implementation strategies based on conclusions to ensure best practice •Monthly prioritisation of loan complaints -Analysis of monthly inflow and… Show more Conducting root cause complaints analysis to identify trends and implement solutions. Main Responsibilities: •Root cause analysis of complaints -Identifying themes and trends within an agreed priority complaint area -Analysis of customer journeys to understand the main issues faced -Recommend process improvements and implementation strategies based on conclusions to ensure best practice •Monthly prioritisation of loan complaints -Analysis of monthly inflow and closure complaints data for loans to establish trends and key complaint drivers •Action tracking and ownership -Regular meetings with stakeholders to track action progress and provide support with delivery where required Show less



Geoban SA

• Spain
• Financial Services
• 100 - 200 Employee

• PPI Change Control Manager

  • Aug 2017 - Oct 2017

  Managing change processes within the PPI and SARS functions.

• Mortgage Operations Graduate

  • Jul 2016 - Aug 2017

  Working within Geoban on a two year graduate scheme within Mortgage Operations. Key responsibilities include: Daily management of back office processing team, responsible for team KPI's, people development and project management Monthly analysis of customer feedback and complaints, for presentation to senior management Identifying potential areas for improvement of customer experience and implementation of solutions Management of pilot projects within the business area… Show more Working within Geoban on a two year graduate scheme within Mortgage Operations. Key responsibilities include: Daily management of back office processing team, responsible for team KPI's, people development and project management Monthly analysis of customer feedback and complaints, for presentation to senior management Identifying potential areas for improvement of customer experience and implementation of solutions Management of pilot projects within the business area, specifically for complaint reduction and improvement to customer journey



Teesside University

• United Kingdom
• Higher Education
• 700 & Above Employee

• Library Support Assistant

  • Sep 2015 - Jun 2016

  The LSA role involved working within Teesside University Library as an initial point of contact for customers, aiming to help them with any queries or problems they have, as well as ensuring that the library environment is maintained to a high standard.

• Student Ambassador

  • Oct 2013 - Jun 2016

  Promoting the university to potential students in local colleges through visits and Summer Schools.



CPI

• United Kingdom
• Research Services
• 400 - 500 Employee

• HR Assistant

  • Aug 2014 - Sep 2015

  Engaging in all aspects of Human Resources including recruitment and learning and development. Specific duties included maintaining sickness records, booking training courses, scheduling interviews, updating personnel records as well as general office duties.

• Learning and Development Administrator

  • Jun 2014 - Jul 2014

  Six week summer placement working in the Human Resources department, assisting with the training records by keeping accurate, efficient and up-to-date files.



Boots UK

• United Kingdom
• Retail
• 700 & Above Employee

• Trainee Optical Consultant

  • Jul 2014 - Aug 2014

  In a highly customer-orientated environment, I worked closely with the Senior Optical Consultants to ensure that the customer received the right eye-care solutions for them by tailoring the service every time.

• Customer Assistant

  • Jun 2013 - Jul 2014

  Assisting customers with department queries, following copyright and data protection legislations.



Primark

• Ireland
• Retail
• 700 & Above Employee

• Retail Operative

  • Feb 2012 - Jun 2012

  Duties included re-stocking products, serving customers on tills, organising clothes, size ordering and answering general customer enquiries, making sure that they left the store with a good impression.