Customer Experience Team Lead

• Oct 2021 - Present

Onboarding & Winback Specialist (Retention Management)

• Apr 2021 - Oct 2021

- Cultivate and maintain relationships with new and existing customers, by solving complex high risk customer issues and follow through to satisfactory resolution. - Proven ability to turn a poor client experience around and dive in without hesitation and an expert in de-escalating client situations and listening empathetically and to understand. - Convert churned customers to engaged users through email outreach and additional individualized follow up. Also, through offerings of Curve… Show more - Cultivate and maintain relationships with new and existing customers, by solving complex high risk customer issues and follow through to satisfactory resolution. - Proven ability to turn a poor client experience around and dive in without hesitation and an expert in de-escalating client situations and listening empathetically and to understand. - Convert churned customers to engaged users through email outreach and additional individualized follow up. Also, through offerings of Curve swag and other things under my capacity to provide. - Document, analyse, and report regularly on cancellation metrics and trends and provide regular feedback to Growth, Customer Success, and Product teams to improve client retention.

Customer Experience Champion

• Nov 2020 - Apr 2021

- Investigating customers' accounts and helping to troubleshoot their problems - Responding to Customer enquiries via Zendesk ticketing system - Staying on top of changes to processes and product features and ensuring personalised advice is given to customers as it pertains to their queries. - Speaking to customers when on-call shifts and maintaining a pleasant tone of voice. - Staying on the lookout for ways to improve the support process, and giving feedback to the product team… Show more - Investigating customers' accounts and helping to troubleshoot their problems - Responding to Customer enquiries via Zendesk ticketing system - Staying on top of changes to processes and product features and ensuring personalised advice is given to customers as it pertains to their queries. - Speaking to customers when on-call shifts and maintaining a pleasant tone of voice. - Staying on the lookout for ways to improve the support process, and giving feedback to the product team to improve the product itself. - Supporting teammates and other advisors by reviewing and excitedly helping with a variety of tickets and difficult queries

Postgraduate Officer

• Nov 2019 - Nov 2020

- Responding to student emails, queries and concerns on issues relating to Postgraduate and mature students. - Making sure UWE Bristol and The Students’ Union fit around the needs of postgraduate students by raising the issues and convincing them that solving them is a priority. - Putting on events, running campaigns, carrying out surveys and working with different student groups, and The Students’ Union staff to make sure postgrads enjoy their time at UWE Bristol. - Responding to student emails, queries and concerns on issues relating to Postgraduate and mature students. - Making sure UWE Bristol and The Students’ Union fit around the needs of postgraduate students by raising the issues and convincing them that solving them is a priority. - Putting on events, running campaigns, carrying out surveys and working with different student groups, and The Students’ Union staff to make sure postgrads enjoy their time at UWE Bristol.

Assistant Manager

• Nov 2018 - Aug 2019

- Ensuring all customers received the very best service, every time, at the till or out on the shop floor. - Wrote and developed rich content to pitch to the public on promotional offers and campaigns by interviewing shareholders, community members, and product consumers. - Took charge of running of the store and supervising other junior sales assistants and delegating tasks whenever the CEO had to visit other outlets. - Acquired the skill of effective and efficient communication while… Show more - Ensuring all customers received the very best service, every time, at the till or out on the shop floor. - Wrote and developed rich content to pitch to the public on promotional offers and campaigns by interviewing shareholders, community members, and product consumers. - Took charge of running of the store and supervising other junior sales assistants and delegating tasks whenever the CEO had to visit other outlets. - Acquired the skill of effective and efficient communication while dealing with all types of personalities Show less - Ensuring all customers received the very best service, every time, at the till or out on the shop floor. - Wrote and developed rich content to pitch to the public on promotional offers and campaigns by interviewing shareholders, community members, and product consumers. - Took charge of running of the store and supervising other junior sales assistants and delegating tasks whenever the CEO had to visit other outlets. - Acquired the skill of effective and efficient communication while… Show more - Ensuring all customers received the very best service, every time, at the till or out on the shop floor. - Wrote and developed rich content to pitch to the public on promotional offers and campaigns by interviewing shareholders, community members, and product consumers. - Took charge of running of the store and supervising other junior sales assistants and delegating tasks whenever the CEO had to visit other outlets. - Acquired the skill of effective and efficient communication while dealing with all types of personalities Show less

Administrative Secretary

• Nov 2017 - Oct 2018

- Supported the head of school with all administrative requests and generated scheduled reports. - Organized and scheduled appointments with parents and members of staff and acted as a point of contact for internal and external clients. - Wrote and distributed emails, correspondence memos, letters, and forms, answered and directed phone calls and attended to all inquiries regarding the school. - Liaised with the head of school, deputy school head, accountant and heads of departments… Show more - Supported the head of school with all administrative requests and generated scheduled reports. - Organized and scheduled appointments with parents and members of staff and acted as a point of contact for internal and external clients. - Wrote and distributed emails, correspondence memos, letters, and forms, answered and directed phone calls and attended to all inquiries regarding the school. - Liaised with the head of school, deputy school head, accountant and heads of departments to handle requests and queries Show less - Supported the head of school with all administrative requests and generated scheduled reports. - Organized and scheduled appointments with parents and members of staff and acted as a point of contact for internal and external clients. - Wrote and distributed emails, correspondence memos, letters, and forms, answered and directed phone calls and attended to all inquiries regarding the school. - Liaised with the head of school, deputy school head, accountant and heads of departments… Show more - Supported the head of school with all administrative requests and generated scheduled reports. - Organized and scheduled appointments with parents and members of staff and acted as a point of contact for internal and external clients. - Wrote and distributed emails, correspondence memos, letters, and forms, answered and directed phone calls and attended to all inquiries regarding the school. - Liaised with the head of school, deputy school head, accountant and heads of departments to handle requests and queries Show less

Administrative Intern

• May 2016 - Jul 2016

Summer Intern

• May 2015 - Jul 2015