Responsible for the building up and managing of a Customer Service team in the unique Prop-Tech industry, supporting multiple territories globally between the UK, UAE, USA, and Singapore. Working across a wide spectrum of traditional CS functions, Process and Policy creation, and Product feedback with strong relations to Tech testing and feedback both internally and externally within the company.-Internal and external client communications-Understanding and leveraging client/operational feedback-Creation and/or improvement and implementation of multiple policies & procedures (CS-specific, Client facing, Operations/Production, 3rd-party, Tech)-Collaboration with tech for the creation of tools to improve CS efficiencies -Training (Traditional, leveraging external courses and content creation)

Leading a back-office team for the first time (previously inbound experience) in the highly competitive utility market in the UK. Our focus is on the accurate billing of Small Medium Enterprise Customers and the management of resolving any issues that have or may potentially impact their billing and being the bridge between technical/field support and the client. I consistently improved and grew in all process fronts (our team had over 90 processes (ranging from critical daily to bi-annually) and their changes to meet or exceed operational targets time and time again in an environment that is highly fluid and regulated dealing regularly with process management/enhancement and change management directly with our client. I successfully lead a team to clear massive backlogs that occurred from the clients outsourcing to setting record lows in query volumes and Unbilled values that the client themselves had not achieved. I received much internal recognition from advisors, managers and operation managers to our client formally recognizing/awarding me for living their values of honesty, integrity, and respect in my dealings whilst actively listening and encouraging feedback to achieve a high level of performance.

I worked at Webhelp for a bit over a year in a manager role on the Shop Direct Campaign. Here I was part of the companies growth and started with a fresh team from training through to my advancement elsewhere. Here I learned a lot about myself and well as managing a team in the highly pressured environment of irregular shift work, fluctuating and seasonal work-load and KPI delivery in a very restricted environment both system and process-wise. This saw me further develop and initiate my learnings in how to find a better way to perform processes, be able to correctly and accurately identify and prioritize key functions for maximum impact whilst motivating a team to consistently improve. I was also exposed to working with a larger team leader base across multiple sites and the fuller implementation of best practice sharing and the benefits of working to strengths across all levels from advisor to operations manager to client.

I worked on the Merchants iiNet campaign for the period of July 2010 to August 2015. I came in as a Level 2 technical support CSR (Customer Service Representative) and worked my way to a Senior CSR (2IC) within a year and to ACSM (Acting Customer Service Manager) thereafter managing teams that required a special touch / were attention intensive or newly trained teams that needed an environment where they could be managed effectively and by someone with a very high level of product knowledge and multiskilled in the many areas of the company.