Experience

• 

  Team17 Digital

  • United Kingdom
  • Computer Games
  • 200 - 300 Employee

  • Senior Customer Support Manager

    • Apr 2023 - Present

  • Customer Support Manager

    • Jul 2019 - Apr 2023

    - Led the team of customer service representatives in providing first-class support to all customers and publishing partners- Developed, recruited, and managed staff, ensuring they had the skills and knowledge to provide excellent customer service- Created and managed the front-line customer/technical support process and KPIs, covering all internal and external titles- Championed customer support within Team 17, constantly looking for ways to improve the forward-facing service as the industry and technology advanced- Identified trends and patterns in issues, providing regular reports to development, community, and management teams- Safeguarded the image and high standings of Team 17 in all types of external communication- Ensured all relevant parties were informed of any critical issues reported by the public

• 

  Gamesys

  • Stoke-on-Trent, United Kingdom

  • Support Team Leader - UK Operations

    • Feb 2018 - Jul 2019
    • Stoke-on-Trent, United Kingdom

    - Built and led a team of experts on all products, offerings, and games, ensuring compliance with company policies, procedures, and legislative requirements- Empowered and motivated the team to drive optimum performance and achieve strategic objectives and targets- Fostered an employee-oriented culture that encouraged teamwork, supported creativity, stimulated engagement, and involved the team in decisions that directly affected them.-Provided clear direction by developing, coordinating, and enforcing systems, policies, procedures, and department standards- Developed strong working relationships across multiple departments, including Customer Service, Chat, Fraud/Risk, Marketing, and Technical.

• 

  wejo Ltd

  • United Kingdom

  • Contact Center Team Manager

    • Oct 2017 - Feb 2018
    • United Kingdom

    - Led a team to achieve all KPIs, compliance, and quality standards- Developed and implemented improvement plans to address areas of opportunity- Conducted regular coaching and 1:1s to set clear objectives and provide feedback to team members- Promoted an inspiring and supportive team culture that welcomed and encouraged feedback and ideas- Managed attendance and timekeeping, setting and communicating clear expectations to team members in line with business processes- Managed holiday and emergency absences, ensuring annual leave was managed within thresholds- Supported and invoked disciplinary processes for contractual breaches, when required- Assisted with recruitment and training of new team members

• 

  Blizzard Entertainment

  • Ireland

  • Senior Team Leader - Customer Service

    • Sep 2008 - May 2017
    • Ireland

    - Managed and developed teams of multi-national Customer Support representatives, delivering exceptional customer service and driving business results- Prepared and delivered change within the team- Chaired regular team meetings and huddles- Motivated team and individuals to deliver high standards of customer service- Resolved complex billing, technical, and customer safety escalations- Provided result-driven coaching and developed people with tailored career plans- Empowered representatives to self-develop and share best practices- Monitored organizational reports including KPIs, timekeeping, attendance, and developmental opportunities- Created and presented site and global projects- Translated high-level vision and goals into departmental actions

• 

  Maplin Electronics

  • Carlisle, United Kingdom

  • Team Leader

    • Sep 2005 - Aug 2008
    • Carlisle, United Kingdom

    · Ongoing Sales and Customer Service training and coaching of theteam· Dealing with customer complaints and refunds· Recruiting and promoting staff in coordination with themanagement team· Controlling stock levels and place orders to Head Office

• 

  Fnac

  • Lisbon Area, Portugal

  • Logistics Coordinator

    • Nov 2004 - Aug 2005
    • Lisbon Area, Portugal

    - Responsible for the Entertainment Logistics department - Coordinating with other logistic departments, which helpedstandardize procedures across all operating groups· Ensuring that stock levels were maintained at store andwarehouse level

• 

  O Pescador - Restaurant

  • Maputo - Mozambique

  • Business Owner

    • Mar 2004 - Sep 2004
    • Maputo - Mozambique

    - Following on from a first spell in 1998 for 9 months assisting the familybusiness- Took over as proprietor in 2004 with a large debt and turned it into aprofitable business- Complete management of the restaurant including recruitment,stock, marketing and planning - Staff management

• 

  Optimus - Comunicações S.A.

  • Lisbon Area, Portugal

  • Account Business Manager

    • Oct 2003 - Feb 2004
    • Lisbon Area, Portugal

    · Presenting communication solutions to small, medium and largecompanies· Analysing thoroughly businesses communications data andoffering better alternatives· Ongoing business support with contracts being reviewed on ayearly basis

• 

  Fnac

  • Lisbon Area, Portugal

  • Customer Service Representative

    • Sep 2002 - Jul 2003
    • Lisbon Area, Portugal

    - Working in all departments of Customer Service in one of thebusiest stores in Lisbon- Handling customer complaints, feedback and general inquiries- Providing Customer Credit support by working with a local banking entity - New staff training

• 

  Ensitel - Mobile Communications

  • Lisbon Area, Portugal

  • Assistant Store Manager

    • Sep 2001 - Jul 2002
    • Lisbon Area, Portugal

    · Managing two mobile phone product stores in the centre of Lisbon· Obtaining sales targets and guaranteeing customer satisfaction· Staff scheduling- Managing stores stock levels- Liaise with Store Managers and Area Managers regarding staff performance and staff behaviour- Managing staff disciplinary cases - Recruiting store staff by conducting interviews and coordinating with Human Resources

• 

  Radio Marinhais

  • Lisbon Area, Portugal

  • Radio Producer

    • Jan 2001 - Aug 2001
    • Lisbon Area, Portugal

    · Responsible for the entire audio ads of the radio station such as writing, recording, editing and scheduling· IT support to staff onsite- Proficient in Audio editing tools

• 

  Magda - Holland

  • Netherlands

  • Team Leader - English Translator

    • Sep 2000 - Dec 2000
    • Netherlands

    - Translation between Dutch employees and Portuguese workers- Delegation of tasks from Dutch employers- Supporting staff in Holland- Point of contact for teams ranging from 5 to 50 people

• 

  L&N - Computer Store

  • Lisbon Area, Portugal

  • Store Associate

    • Jan 2000 - Aug 2000
    • Lisbon Area, Portugal

    · Sales assistant at a local computer shop

• 

  Lima Carlos ltd. - plumbing wholesale

  • Lisbon Area, Portugal

  • Office Clerk

    • Dec 1998 - Jan 2000
    • Lisbon Area, Portugal

    · Coordinating transport documentation for the logistics department· Ensuring that all orders were placed correctly and expedited asper customer expectations by working with Warehouse andLogistics· Regular contact with customers regarding payment issues· Proficiency in using in-house made Business software whichcontrolled stock levels, accounting and client database