Lydia Day
Customer Operations Manager at CharlieHR- Claim this Profile
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Topline Score
Bio
Dean Brookstone
Lydia is a fast learner who tackles challenges with enthusiasm, and has a deep understanding of how to build relationships with customers. Every time she has been given more responsibility at Charlie, she has exceeded expectations. Lydia is an asset to any ambitious team looking to grow their customer success function.
Dean Brookstone
Lydia is a fast learner who tackles challenges with enthusiasm, and has a deep understanding of how to build relationships with customers. Every time she has been given more responsibility at Charlie, she has exceeded expectations. Lydia is an asset to any ambitious team looking to grow their customer success function.
Dean Brookstone
Lydia is a fast learner who tackles challenges with enthusiasm, and has a deep understanding of how to build relationships with customers. Every time she has been given more responsibility at Charlie, she has exceeded expectations. Lydia is an asset to any ambitious team looking to grow their customer success function.
Dean Brookstone
Lydia is a fast learner who tackles challenges with enthusiasm, and has a deep understanding of how to build relationships with customers. Every time she has been given more responsibility at Charlie, she has exceeded expectations. Lydia is an asset to any ambitious team looking to grow their customer success function.
Experience
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CharlieHR
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United Kingdom
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Software Development
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1 - 100 Employee
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Customer Operations Manager
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Dec 2017 - Present
Charlie is a HR platform for small businesses, automating many of the administrative headaches that companies experience as they scale. I head up our customer function at Charlie, and I'm responsible for delighting and retaining our thousands of software users. My role also involves: - Hiring, motivating and scaling the customer function (currently at team of 9) - Being the voice of the customer (and function) as part of the senior leadership team - Responsibility for key SaaS metrics such as activation, churn and retention - Creating strategy and building process around Customer Support and Success
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Housekeep
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United Kingdom
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Consumer Services
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100 - 200 Employee
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Senior Operations Executive
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Apr 2016 - Dec 2017
Housekeep is a London-based online cleaning platform, connecting customers with background-checked professional cleaners in their local area. I started as an intern, joining the company as one of their first 10 hires. I quickly rose up as I took on additional responsibility in order to support the business as we grew rapidly and became London's no.1 home cleaning service. My role involved: - Managing 100+ inbound support tickets per day - Being responsible for escalated complaints, and creating process around this - Hiring, training and leading a team of 10+ - Being solely responsible for kicking off a corporate service, acting as account manager - Constantly improving our internal processes and using metrics to track team performance
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Headmasters UK
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United Kingdom
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Retail
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200 - 300 Employee
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Front Of House Manager
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Oct 2014 - Jun 2015
I managed the front of house for a busy central London hair salon. My role involved: - Managing stylist appointments and increasing revenue by utilising stylist time effectively - Providing excellent customer service in person and via telephone - Collaborating with head office to feed back on key metrics and salon performance - Being solely responsible for cashing up at the end of the day and reporting on revenue I managed the front of house for a busy central London hair salon. My role involved: - Managing stylist appointments and increasing revenue by utilising stylist time effectively - Providing excellent customer service in person and via telephone - Collaborating with head office to feed back on key metrics and salon performance - Being solely responsible for cashing up at the end of the day and reporting on revenue
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Community
