Experience

Second Nature

• Israel
• Software Development
• 1 - 100 Employee

• Head Of Customer Support

  • Apr 2021 - Present



RIFT Group

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Head Of Customer Service

  • Apr 2019 - Apr 2021

  - Owning and driving the strategy and attainment of all departmentKPI’s including stage 1 and 2 conversions, call efficiency, productivity levels, callquality, staffing utilisation, and financial performance.- Managing the strategy for inbound and outbound activity- Analysing department performance and managing required changes to strategy tosteer results back on track.- Ensuring the department has the required systems, people, processes and controlsin place to provide the agreed level of service.- Overseeing effective and efficient resource planning and management - Reviewing historical performance data and making recommendations to capitaliseon peak periods - Effectively managing any unforeseen risks without delay, striving to minimise anyimpact to the customer, team and revenue stream.- Building, embedding and maintaining the operating guidelines andensure they are delivered consistently and to expected standards.- Looking for operational waste reduction opportunities and working closely with theHead of Transformation to build into business project pipeline.- Providing timely, factual and impartial feedback and support to Marketing includingthe External Business Development teams, to ensure marketing promises areattainable and being met.- Developing a culture and strategy which puts the customer first; taking responsiblyfor driving this belief in others.- Regularly reviewing the customer experience from end-to-end and identifying anyareas for improvement; building viable suggestions and working with relevantteams to deliver appropriate solutions.- Reviewing systems and processes relating to the management of the customerjourney and ensure these offer the best proposition available- Actively monitor and manage customer feedback, particularly complaints andidentify opportunities for business process improvement to help reduce complaintlevels, particularly at peak times.



THE COFFEE TRAVELLER LTD

• United Kingdom
• Restaurants

• Business Owner

  • May 2013 - Sep 2019



LIMITLESS Technology Limited

• Head Of Commercial Operations

  • Oct 2017 - Apr 2019

  Client On-boarding & Growth- Working with prospects and clients to scope out the Limitless offering- Business case analysis, and detailing the benefit for the client- Project management of new client implementations- Building the revenue stream within a client once live by identifying new areas that can be supportedOperations - Community Success Team performance, this includes KPIs relating to:- Question management – KPIs on response times, timeouts, escalations, build ons- Response quality- Customer satisfaction- Ambassador happiness- Ambassador support KPIs (e.g. response times to support tickets)- Ambassador retention - Incentives management- Payments management- Knowledge management- Internal and client reporting - Providing insight to the client relating to customer feedback- Forecasting & planning- Process documentation - Commercial performance of the Community Success team- On target revenue from questions resolved & other revenue generating activity- On target profitabilityProduct - Identifying product enhancements to improve service and business performance – features, UX, business process & reporting- User Acceptance Testing- Product use process documentation & training materials- Product configuration for clients- Client liaison for integration requirements with client CRM systems- New business process supporting sales process as required- Working with the Head of Marketing & Engagement to contribute to the design of the optimum Ambassador attraction strategy including:Design the optimum Ambassador retention and communication strategyDesign the optimum gamification strategy to drive Ambassador performance and growth



Surfdome.com

• United Kingdom
• Technology, Information and Internet
• 1 - 100 Employee

• Business Transformation Consultant

  • Jan 2016 - Sep 2016



notonthehighstreet.com

• Head of Customer Services

  • Oct 2009 - Dec 2015

  • To continually improve the customer experience of our customers, Partners and end users• Manage and develop the operations and customer service teams• To build and maintain all customer, network and service supporting infrastructure• Manage all systems and processes to ensure that new provisions are implemented on time and to agreed standards• Develop key performance indicators to monitor all processes, network elements, systems and external suppliers. Continually improve the performance of all customer operations to achieve key strategic goals and targets as agreed with theTechnology & Operations Director.• Manage the back up and disaster recovery process and procedures• Day to day “housekeeping” and maintenance of notonthehighstreet.com internal and customer facingservers and applications including the phone services andremote working systems• To prepare plans, forecasts and budgets for the Customer Operations department in line with the company planning• Review all systems and processes to ensure that all inbound customer service call/emails are actioned on time and to agreed standards, consistently and reliably in line with product and sales requirements• To help develop new services and revenue streams from existing and new customers • To work with the rest of the executive team to ensure a coherent strategy is constantly reviewed, developed and implemented• Ensure the company is compliant with all health and safety and DSR



Kent Invicta Chamber of Commerce

• United Kingdom
• Information Services
• 1 - 100 Employee

• Young Chamber Co-ordinator

  • 2007 - 2008



Whittard of Chelsea

• United Kingdom
• Retail
• 100 - 200 Employee

• Store Manager

  • 2001 - 2007