Experience

Humn

• United Kingdom
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Jan 2022 - Present

  Closely working with small to large fleets in improving driving/fleet behavioural risk with the support of our state-of-the-art platform, Rideshur. Working alongside the Head of CS and Onboarding, as a team we've successfully implemented CS practices within an Insurance tech business. Closely working with small to large fleets in improving driving/fleet behavioural risk with the support of our state-of-the-art platform, Rideshur. Working alongside the Head of CS and Onboarding, as a team we've successfully implemented CS practices within an Insurance tech business.



Nodes & Links

• United Kingdom
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Sep 2021 - Jan 2022

  Nodes & Links is a technology company that works with global leaders in the project delivery space, from energy and construction to aerospace and defense. The company’s flagship Aegis platform uses complexity science and structured project data to help project managers simulate scenarios, identify complex risks and mitigate them in real time. As a result, projects are delivered faster and at less cost. Nodes and Links are backed by world-leading investors and innovate with leading universities. Find out more at https://www.nodeslinks.com/ Show less



Gravity Sketch

• United Kingdom
• Software Development
• 100 - 200 Employee

• Technical Success Manager, Customer Success

  • Sep 2019 - Aug 2021

  Joined Gravity Sketch in 2019, after pre-seed raise of £800k, supported the Head of CS / Founder in the development of the Customer Success function.- Implemented and executed onboarding process for Enterprise Solution- Developed feedback process to successfully translate end-user feedback into tangible changes in the productDeveloped into Technical Success Manager, and left the business after Serie A raise to further my Customer Success career.

• Customer Success Operations

  • Jan 2019 - Jun 2020



Community Fibre Limited

• United Kingdom
• Telecommunications
• 300 - 400 Employee

• Client Technical Operations

  • Dec 2017 - Jan 2019

  • Addressing general and technical queries via email and phone from Business and Consumer customers. • Processing sale orders (B2B and B2C), installations booking via internal CRM. • Providing technical support during site outages, conversing with on-site engineers on finding a resolution. • Introduced Internal data protection policies relevant to the Operation team and in line with GDPR guidelines. • Responding to social media queries and complaints using Orlo social media response system. • Launching and maintain technical email campaigns via MailChimp; using the platform to contact customers regarding service issues, service updates and infrastructure upgrades. • Garnering interest from potential residential and commercial sites and conversing with Project Managers on getting them connected. Show less



SIMPLY ELECTRICAL

• United Kingdom
• 1 - 100 Employee

• Website Project Manager

  • Oct 2016 - Nov 2017

  • Transitioned accounting system from MS Excel to XERO Accounting, whilst sustaining admin efficiency. • Implementing of BASE CRM system to accommodate residential and commercial customers. • Implemented and streamlined customer service via Zendesk, whilst avoiding loss of available support. • Overseeing and processing service requests made by customers both commercial and residential. • Developed and launch website built using HTML and CSS. • Sustain social media user engagement by generating content blogs, developing landing pages. • Tracking web traffic through Google Analytics as well as search engine optimisation (SEO) Show less



HM Courts & Tribunals Service (HMCTS)

• United Kingdom
• Government Administration
• 700 & Above Employee

• Designated Fines Officer

  • Jan 2016 - Sep 2016

  • Recover outstanding financial impositions, issued by Magistrates and Crown Courts and the Metropolitan Police by assisting clients with payment plans, account information and assisting the National Compliance and Enforcement Services by contributing to improve the overall recovery of outstanding financial impositions. • Assist and provide “non-legal” advice to defendants, creditors and other members involving the offence, in terms of; referral to courts, DVLA, enforcement agents or the Fixed Penalty Office; Advising whether defendants are eligible apply for time to pay; dispute or appeal. • Investigate missing payments made by defendant’s 3rd party’s individuals using our external client payment systems. • Investigate mistraces regarding defendants. Mistrace investigations are conducted using two key external systems – Department of Work and Pensions client systems and Equifax checks. Show less



Amazon

• United States
• Software Development
• 700 & Above Employee

• Information Technology Support Specialist

  • Mar 2015 - Jan 2016

  • Application Support: Solving any issues reported via Zendesk and or Jira for both commercial and proprietary applications. • Monitoring regular networking activity, improving efficiency however possible. Provide network support between both Industrial floor space and office floor space, to allow direct communication between office computers and network enabled equipment on the industrial floor space. • Implementation and testing of new hardware/software applications within both Mac and Windows OS environments. • Equipment sourcing for staff, liaising with external suppliers. Occasionally training staff on applications. Show less