Experience

Elvie

• Australia
• Retail

• Global Customer Care Lead

  • Jan 2022 - Present

  London, England, United Kingdom



Community Fibre Limited

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Head of Customer Services

  • Aug 2020 - Dec 2021

  London, England Metropolitan Area



Urban Sports Club

• Germany
• Spectator Sports
• 200 - 300 Employee

• Head of Customer Care

  • Jan 2020 - Jul 2020

  Berlin Area, Germany Customer Care leader with responsibility for the overall strategy, budget and development of the customer care function. Scaling a team of multi-lingual in-house and remote working agents as the company grows its footprint across 10 European countries.



TVPlayer

• Online Audio and Video Media

• Head Of Customer Services

  • Sep 2018 - Jul 2019

  London, United Kingdom Leading the overall strategy of the customer experience function. Responsible for a team of in-house and outsourced agents. Using Voice of the Customer to work with the product team to enhance the user experience. • Building a digital-first customer service function from the ground up in a couple of months to deal with a wide range of billing and technical enquiries about TVPlayer’s streaming service. • Moving CSAT from a starting point of 62 to 84 in four… Show more Leading the overall strategy of the customer experience function. Responsible for a team of in-house and outsourced agents. Using Voice of the Customer to work with the product team to enhance the user experience. • Building a digital-first customer service function from the ground up in a couple of months to deal with a wide range of billing and technical enquiries about TVPlayer’s streaming service. • Moving CSAT from a starting point of 62 to 84 in four months. • Reducing churn and refund rate through improved customer experience. • Reducing inbound contacts year on year by 61% through automation and AI to ensure agents free to deal with complicated technical enquiries. Show less



Travelzoo

• United States
• Software Development
• 200 - 300 Employee

• Customer Services Manager, Europe

  • Feb 2012 - Sep 2018

  London, United Kingdom Responsible for Travelzoo’s European (UK, FR, DE and ES) multi-channel award-winning Customer Service operation. • Ensuring that the Customer Service team met all service level agreements and key performance indicators across all channels including voice, email, chat and social. • Running a Voice of the Customer programme that started its journey from a starting point CSAT score of 83 in May 2016 to 92 (as of June 2017). • Helped to project plan and set up a Chat for Sales… Show more Responsible for Travelzoo’s European (UK, FR, DE and ES) multi-channel award-winning Customer Service operation. • Ensuring that the Customer Service team met all service level agreements and key performance indicators across all channels including voice, email, chat and social. • Running a Voice of the Customer programme that started its journey from a starting point CSAT score of 83 in May 2016 to 92 (as of June 2017). • Helped to project plan and set up a Chat for Sales pilot on our North American and UK sites, which generated on average $25,000 in net revenue per week. • Project managed a Chat for Services project for our ES and FR sites, which helped to reduce call volume and cost per contact in these locales. • In 2013, we won the Excellence in Customer Services award at the British Travel Awards, which was a great recognition of the progress made with the team. In 2014, we were ‘Highly Commended’ in the same category. in 2017, we won Best Use of Voice of the Customer at the Engage Awards. Show less



Lifelong Learning UK

• Education Administration Programs
• 1 - 100 Employee

• Manager, Information and Advice Service

  • May 2010 - Feb 2012

  Responsibility for managing and coaching a team of Education Advisers, handling emails and calls from members of the public and the teaching profession requesting advice and information on careers within the post 16+ sector. Moved the team from in-house to home working solution using cloud technology.


Virgin Active
• United Kingdom
• Wellness and Fitness Services
• 700 & Above Employee
• Customer Service Team Manager

  • Oct 2009 - Feb 2010


Five

• E-Learning

• Head of Customer Services

  • Jan 2004 - May 2009

  Responsibility for leading a team of Viewer Advisors and a central switchboard operator handling up to 4000 inbound calls, email and postal correspondence per week requesting information, offering comments (not always complimentary) on the Channel's output.

• Duty Officer / Duty Office Manager

  • Mar 1998 - Jan 2004