Experience

• 

  Code First Girls

  • United Kingdom
  • Education
  • 300 - 400 Employee

  • Senior Community Support Manager

    • Dec 2023 - Present

  • Community Support Manager

    • Nov 2022 - Dec 2023

• 

  PassFort

  • London, England, United Kingdom

  • Implementation & Support Specialist

    • Aug 2021 - Dec 2022
    • London, England, United Kingdom

• 

  Fixflo

  • London, England, United Kingdom

  • Customer Support Executive

    • Jan 2020 - Aug 2021
    • London, England, United Kingdom

    - Provide customer support to different housing industries who use Fixflo and its three products- Host 2 hour long weekly webinars to provide better training and onboarding for clients- Primary point of contact for over 1000 small to medium businesses as well as mid-market clients on the ticketing system - Communicate with customers via telephone and email, regarding issues and enquiries, to determine beneficial resolution and ensure timely follow-up to verify that complaints have been addressed and satisfied.- Regularly report app and web bugs whilst also raising product insights- Administer data imports for clients whilst also being GDPR compliant- Contribute to the growth of the company’s helpsite by migrating, creating and adjusting help articles and videos for agencies, landlords and contractors- Support my colleagues in the creation of the monthly support report, using qualitative and quantitative data to get better insight and then action solutions from the meeting

• 

  Campus Society

  • Soho, London

  • Community Support & Moderation Coordinator

    • Sep 2017 - Dec 2019
    • Soho, London

    - Manage efficient, scalable procedures for moderation and support.- Currently co-manage a team of 10 remote and in-house moderators providing 24/7 customer support and moderation coverage, conducting interviews and creating bi-weekly schedules- Assist in creating procedures and team training processes for external moderators to improve productivity and ensure a consistent, high-quality approach.- Developed and maintained support and moderation procedures for the community- By creating and using weekly and monthly reports, I provide regular insight and analysis on conversations and user behaviour in the community.- Resolved product support issues for community members, and ensured new members were onboarded into the platform, by managing support inbox along with in-app contact channels.- Collaborated with the Head of Support and Moderation on community guidelines, customer support and safety-related content for our members.- Work with the product team to obtain user research by working with Ambassadors in-app in private channels.- Manage our ticketing and reporting system for support.- Support the community team in sharing the community's best content across channels, targeted to specific audiences.- Created blogs and managed my own channels about health and fitness, gaming and films- Helped produce and manage a daily online video competition used to increase engagement on the platform. - Worked with the rest of the community team to execute the community strategy to achieve business KPIs for adoption, retention and revenue

• 

  VENDS Media

  • Waterloo, London

  • Social Media Content Editor & Analyst

    • Feb 2015 - Jul 2017
    • Waterloo, London

    - Executed social media marketing campaigns across 55 sites generating over 82,000 followers and 86,146,990 views across various platforms including Facebook, Instagram, Twitter and Google +.- Collaborated with clients to coordinate social media marketing campaigns, including The Al Faisaliah hotel, The World Travel Awards and Legend Golf & Safari Resort- Created, monitored and managed creative content on a daily basis to suit desired demographic- Engaged with communities and managed relationships with target demographic- Evaluated and updated client databases- Monitored competitors’ activity and marketing campaigns - Measured the effectiveness and reach of any existing social media campaigns.- Experienced in using Social Media Tools such as Sendible and Hootsuite- Planned and scheduled editorial themes and editorial calendar.

• 

  Sainsbury's

  • Sainsbury’s, Rayleigh Weir, Rayleigh, Essex

  • Counter Assistant/Baker

    • Aug 2012 - Jul 2015
    • Sainsbury’s, Rayleigh Weir, Rayleigh, Essex

    - Working in a fast paced environment to deliver excellent customer service and meet daily customer demand- Responsibilities involved responding to customer enquiries, building sound product knowledge, ensuring the shelves are constantly stocked and well-presented and baking fresh rolls to replenish low stock

• 

  Anglian Home Improvements formerly Anglian Windows

  • Hadleigh, Essex

  • Door to Door Salesman

    • Apr 2010 - Aug 2010
    • Hadleigh, Essex

    - Interacting with and serving customers on a face to face basis and seeking to increase the sales of the company’s products- Responsibilities involved meeting targets set by management both individually and as a team, selling products or upgrades to potential customers, talking to customers and management to negotiate sales, executing a range of tactics to gain a larger customer base and increasing product penetration in specific areas through collected research