Abby Stopher Email & Phone Number

Pleasant Grove, Ut, Us

Pleasant Grove, Ut, Us

Pleasant Grove, Ut, Us

Pleasant Grove, Ut, Us

I am accountable for operating and managing a 'Train the Trainer' programme across Europe. This includes organising and planning content for classroom-style training and web-based training. On-going communication and relationship building is key but challenging due to managing this remotely, so I am consistently engaging our Trainer's via web-based initiatives and hosting regular events to enhance connections and learning.I joined doTERRA prior to this programme superseding an existing programme, this allowed me the opportunity to soft launch. This meant I could collaborate with our people base and stakeholders ensuring the programme was the right fit, creating a learning culture between corporate and the customer to ensure we continue to challenge, grow and develop.I'm empowered to travel Europe as a product subject matter expert as part of my role, often presenting in front of large audiences.

London, Gb

Becoming Head of Customer Retention really encompassed my journey with Virgin. In short, I had the capability and autonomy to strategise and implement initiatives, policy changes and collaborate with stakeholders to keep our customer's happy, engaged and ultimately stay with us for longer. It allowed me to utilise a wide array of skills; from analysing large customer data feedback and human behaviour to blowing up a huge paddling pool in the office with 300 rubber ducks to celebrate a successful final day of the month with the team (there was method in the madness). I promise.On reflection this role was the key to developing a true obsession with the customer journey. Coming into this role I was focused on the final 30 days. Very quickly I understood how impactful the end to end experience is in a customer's decision to detach from a brand and how every touch point can affect a customer's behaviours and decisions, good or bad. This role really was a merge between delivering customer experience initiatives and retaining customers, I realised there really isn't any difference between the two.

London, Gb

I managed a team of dual specialists, the team consisted of four central support Admin Specialists and four Retention Specialists. Based in a call centre we would contact members looking to cancel and offer them with solutions or alternatives, in return improving the company's churn rate.It was my first management role, and the retention team were brand new. This meant I had to learn quickly, create the recruitment process, on-boarding process and training programmes. It was my biggest leapfrog to date and I loved it. What did my role consist of? Holding monthly one-to-one's, performing live call coaching and role plays, managing daily call stats and injecting 'Virginness' into our culture. Alongside this I would handle escalated complaints and was also our subject matter expert for our membership system.

London, Gb

London, Gb

Diploma In Dance And Musical Theatre Performance, Dance

Hnd Dance Performance

Education record