Experience

Mazaru

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

• Studio Service Lead (Happiness Hero)

  • Jan 2020 - Present

• Service Comms Kahuna

  • Jan 2018 - Jan 2020

  We improve how you talk with your customers – so you can rocket satisfaction, cut costs & boost sales!Find out how at mazaru.com



Sensée

• United Kingdom
• Outsourcing/Offshoring
• 200 - 300 Employee

• Knowledge Editor & Deputy Team Leader

  • Jan 2016 - Jan 2018

  Knowledge Base & Website FAQs management for external customer & internal contact centre use. Salesforce Reporting & Root Cause Analysis reporting. Support, training, coaching, feedback and goal setting. Live Desk and CHAT team management. Knowledge Base & Website FAQs management for external customer & internal contact centre use. Salesforce Reporting & Root Cause Analysis reporting. Support, training, coaching, feedback and goal setting. Live Desk and CHAT team management.



Allstate

• United States
• Insurance
• 700 & Above Employee

• Team Leader

  • Jan 2009 - Oct 2015

  Managing teams, schedule adherence, performance & absence management within an inbound technical support contact centre. Quality reporting, management & improvement. Operations SME providing live mentor support and management of in-house and virtual chat team within the US. Managing teams, schedule adherence, performance & absence management within an inbound technical support contact centre. Quality reporting, management & improvement. Operations SME providing live mentor support and management of in-house and virtual chat team within the US.