Head of Customer Experience

• Apr 2023 - Present

Customer Success Manager

• Dec 2022 - Apr 2023

- Primary "face" of Swan to the customer, managing a portfolio of Clients with client satisfaction and retention being the priority.- Building deep long-lasting relationships at all levels of the client.- Anticipate client's requirements and challenges - proactively for success.- Onboarding and implementing the Swan Virtual Fitting Room solution.- Educate clients on the Swan solution and results it delivers.- Monthly reporting and QBRs.- Support the marketing team to generate customer testimonials, referrals and case studies.- Develop strategies for our 0% unplanned churn objective. Show less

Global Retail Community Moderator

• Nov 2021 - Nov 2022

- Review all content posted by Apple retail employees on the internal community. - Flag and remove any content that breaches community guidelines. - Clearly communicate to users why their content has been removed using a set of pre-approved responses or use sound judgement to craft clear and consistent personalised responses. - Escalate and inform on issues regarding safety and legal scenarios. - Partner across Retail to ensure that team members are receiving constructive feedback on their ideas while encouraging transparent, authentic two-way communication. In particular, identify ideas gaining traction in the community and ensure they receive a timely response from the appropriate business partner. - Spur user engagement through my own activity on the platform - for example, ensure no contribution goes without a comment or reaction. Show less

Senior Community Moderator

• Oct 2020 - Nov 2021

- Ensure a positive experience for all customers. I work with the Global Technical Support team, our community of customers, and the rest of the company to review and moderate content so that customers get the assistance they need to succeed. This includes providing direct technical assistance when possible. - Help build and implement experiences for our customers to increase their community engagement and drive business critical actions. This includes executing moderation and campaign plans, working with internal teams to develop original content, and more. - Drive improvements within the community team. Participate in strategy planning sessions, coordinate the quality and consistency of our internal documentation, find opportunities to improve our tools, and look for opportunities to change the way we do things for the better. Show less

EMEA Content Specialist

• Oct 2018 - Oct 2020

•Creating and maintaining Content for EMEA Rides and Safety agents to follow in order to resolve any inbound contacts.•Editing, writing, drafting and best practices for internal practices as well as publishing blogs and FAQ's for customer's around EMEA and drafting communications to be sent out in bulk to users.•Drove operational improvements which resulted in savings and improved profit margins.•Maintaining and advising my network of stakeholders on updates to their markets or relevant projects.•Adapted current Incident Response Team Knowledge Base to fit Inbound Phone when it launched in the UK as per Transport for London's requirements. The average agent quality score was 93% post launch.•Managing and executing project rollouts throughout EMEA Region. Show less

Community Support Representative

• Feb 2018 - Oct 2018

- Before my promotion at Uber, I worked as a member of the Incident Response Team to ensure the safety of all parties involved in incidents/accidents involving Uber .- My role involved contacting Uber Drivers and Riders by phone after an incident to ensure their well-being and to take appropriate actions based on the accounts I was provided with. - I was part of a small group that reports certain issues that happen in the Metropolitan area to Transport For London. - Discretion, sensitivity and an ability to build rapport quickly were important skills I nurtured in this role. Show less

Customer Service Representative

• Oct 2016 - Feb 2018

• Offered internal and external customers first-rate customer service to maximize satisfaction and business success. • Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status. • Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions. • I was head of the Gilt Internal site; a Zendesk Based community page for dealing with the social goings on inside the workplace. • Responsible for publishing content for our Help Center via Zendesk so staff can be kept up to date on ongoing issues, company updates and promotional information useful in helping our customers. Show less

Assistant Technical Director

• Sep 2015 - Nov 2015

Filming interviews with film makers as well as video editing. Filming interviews with film makers as well as video editing.

Student Worker

• Jun 2013 - Dec 2013

Student Worker

• May 2012 - Aug 2012

Supervision and operation of machinery creating semiconductors for various different companies Supervision and operation of machinery creating semiconductors for various different companies