Product Operations Lead

• May 2022 - Present

Customer Success Manager - Scale Lead

• Aug 2021 - May 2022

Head of Sales and Business Development

• Apr 2018 - Aug 2021

I pride myself on being a "people person" - working with my colleagues to build a common purpose and direction, with the ability to forge effective business relationships.Over the 3 years working in the insolvency industry, I have fully automated the customer journey through business workflows, developing and implementing a new lead management system and developed and launched live webchat and chatbot, increasing weekly conversions. I pride myself on being a "people person" - working with my colleagues to build a common purpose and direction, with the ability to forge effective business relationships.Over the 3 years working in the insolvency industry, I have fully automated the customer journey through business workflows, developing and implementing a new lead management system and developed and launched live webchat and chatbot, increasing weekly conversions.

Head of Sales and Business Development

• Jul 2013 - Feb 2018

Responsible for the effective implementation of Zopa’s strategy through the business development, product management and client services teams. Monitoring the performance against key performance indicators, and providing accurate and timely management information on this to the leadership team. Full responsibility of planning, directing and managing the performance of the department, ensuring staff understood company procedures and consumer and data protection laws to ensure customers received an increasingly efficient, effective and customer focused service. Designed and implemented policies, standards, performance criteria and metrics to continuously improve productivity and service quality. Worked closely with other departments within the company to ensure proper handling of customer service issues.

Investment Executive

• Mar 2006 - Jun 2013

Built strong relationships with key stakeholders, business introducers and financial planner and introduced services and suitable investment products to existing clients and prospects to meet sales, new asset and credit targets. Monitoring of dealing screens, quoting live market prices, market changes and current financial affairs and execution of trades for clients. Facilitate credit proposals and assist Lending team on regulated mortgages for clients. Completed portfolio reviews spotting opportunities for product sales.

Operations Manager

• Jan 2004 - Mar 2006

Key achievements:• Joined as one of first employees to work alongside Australasia’s leading Real Estate coach to form Real Estate Results Network• Worked closely with developers and CEO to design company website, company logo design, stationery and all marketing material • First 3 members joined network after 4 months of launching website• Weekly and monthly strategy meetings• Developed sales campaigns• Develop and administered new company structures, policies and procedures• Hosted Australasian events to a market of over 1,500 representatives

Operations Manager

• Jan 2002 - Jan 2004

Key achievements:• Joined as one of the first employees to successfully convert an independent Real Estate office into 2 new LJ Hooker Real Estate franchises in 2 separate locations• Built a strong team through advertising, interview processes, created employment agreements and performed bi-annual and annual appraisals• Created office policies and procedures and implemented them successfully into normal practice• Implemented a new CRM system and performed training to all staff across both offices• Increased market exposure through development of company advertising on signage, local newspapers, brochures and direct mailing• Administrated in-house and external training to maintain and increase team skills

Executive Assistant to CEO

• Jan 1997 - Jan 2002

Key achievements:• Worked alongside the franchise owner/CEO to form and implement company policy and procedures • Built a strong team through advertising, interview processes and training and development• Hosted all company events and in-house auctions• Co-ordinated weekly strategy meetings• Communicated with key stakeholders, company suppliers and trades people daily to decrease company expenses through negotiations Key achievements:• Worked alongside the franchise owner/CEO to form and implement company policy and procedures • Built a strong team through advertising, interview processes and training and development• Hosted all company events and in-house auctions• Co-ordinated weekly strategy meetings• Communicated with key stakeholders, company suppliers and trades people daily to decrease company expenses through negotiations