Service Delivery Manager

• Dec 2021 - Present

Project Manager

• Apr 2019 - Dec 2021

About LendingMetricsLendingMetrics, in a strategic partnership with one of the world's largest credit reference agencies Equifax, is one of the UK’s leading providers of real-time credit risk data and analytics for credit decisioning. This wealth of data allows us to provide lenders with unrivalled intelligence and credit risk analytics, in order to assess new loan applications in real time.LendingMetrics is a CRA that provides a variety of products, such as our ADP (Auto Decision Platform) which was introduced in 2016. ADP provides lenders with a comprehensive “no coding” user interface to facilitate the build, edit, test and deployment of decisioning strategies at a user level, with no programming skills required. ADP also provides a variety of analytical and hosted reports of the decision data, with the overall result allowing lenders to instantly apply changes as and when needed, saving time and money.

Customer Experience Manager

• Jun 2017 - Apr 2019

Customer Experience Manager

• Sep 2016 - Jun 2017

- Tasked with being the voice of the customer within the wider business- Responsible for all award entries, with two successful entries, including The Comms Business Award for Best Customer Service Team of the Year 2017- Used customer journey mapping to make improvements to existing customer accounts & develop improvement plans for specific customer touch points- Monitored and recorded feedback from various channels (Trustpilot, Google Reviews, surveys and ad hoc verbatim) to deliver usable insight back into the business, turning insight into action- Worked with the Customer Service teams and customers, to ensure continuous improvement and to support customer retention- Built a set of written and video case studies with the existing customer base- Responsible for ensuring that all required customer facing communications was created and available

Customer Service Manager

• Oct 2014 - Sep 2016

- Built and managed a team of Account Managers & Administrators, including recruitment, mentoring and training- Resource planning, including allocating new customers to the base- Complaints handling for all types & sizes of customer on the base - Developed complaint analysis & held monthly cross-functional workshops to discuss outcomes and planned improvements to the customer journey- Built and developed reporting for department records & analysis- Responsible for the team handling all customer interactions via social media channels and forums

Account Manager

• Jun 2013 - Oct 2014

- Responsible for providing a consistent level of support to a portfolio of existing business customers- Developed strong working relationships with key customers on the base- Attended regular meetings with existing and potential customers- Provided technical advice and guidance relating to mobile devices

Sales Adviser

• Sep 2011 - May 2012

Fresh Food Assistant

• Oct 2008 - Oct 2010