Amy Louise Smith Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

Managing a team of Customer Operations executives, dealing with a wide range of customer queries through various support channels. My role encompasses building the strategic pathway for continuous improvement of the customer experience, people management, customer delight, resource planning and cross-departmental collaboration. - Managed the department's.

Originally joined the Le Col team on a temporary contract to build out the foundations of the Customer Operations team, before joining on a permanent basis.

London, United Kingdom

- Managed a team of 8 Operations executives- Led a restructure and rebrand of the team to re-position ourselves internally and externally.- Focussed on building consistency and accountability of the level of service provided to our customer base.- Developed the longer term strategy and resource plan alongside our Operations Director.- Close liaison with.

- Responsible for developing Customer Service processes and structure within an early stage startup based in Wandsworth- Optimised and worked with a team of 15 full/part-time Customer Service agents to improve efficiency and performance of the team- Developing robust reporting to ensure that we were tracking the relevant metrics for the team and developing.

London, United Kingdom

During my time at Pact I helped to grow and develop a stellar team of Customer Champions. We had been working on proving the commercial value add of a Support team to the business via a variety of pro-active support initiatives. Over the course of my time there, Customer Satisfaction, SLA attainment and efficiency surpassed all expectations and I'm very.

London

• I was the Customer Service manager at busuu for just over 2 years supporting the small remote customer service team (11 multilingual agents) engaging with busuu’s wide, multilingual user base on a daily basis. With.
• I was responsible for monitoring and supporting the team in adhering to weekly and monthly KPIs in relation to first reply time, full resolution time and customer satisfaction.
• I also managed and optimised the customer service tools utilised by the team
• I worked closely with other company stakeholders to ensure customer-facing issues were addressed within the appropriate time frames and with the appropriate sense of urgency, within this I was also involved in Sprint.
• I analysed weekly and monthly data in relation to refunds and chargebacks and we successfully reduced this from 5% to less than 3% in a 6 month period.
• I was responsible for the on-going and monthly monitoring of customer interactions to ensure adherence to customer service policies and procedures, along with analysing data on ticket volumes and categories in order to.

London

In March, I took on the additional responsibilities of managing the Customer Service team, which grew in size during 2014.I carried out the day-to-day running of the team, time and schedule management, daily and monthly monitoring, and provided ad-hoc feedback. I ensured that Dow Jones corporate standards were maintained at all times and constantly strived.

London

Responsible for the day to day management and development of a team of 12 Customer Service executives, liaising closely with the team supervisor and senior managers.Involved in the training and ongoing support of the team as well as liaising with internal stakeholders.Designated point person for all issues relating to our Content teams and their escalation.

London

I was a Customer Service Executive from August 2012 until I was promoted to Team Leader in October 2013.I formed part of the Global Customer Service team providing an outstanding level of support to our customers within the UK and overseas.During my time as Customer Service Executive I was able to further develop my interpersonal skills, broaden my.

Canary Wharf

Responsible for the smooth running of the office, fielding phone calls, general administrative duties, liasing with colleagues in the German office.

Southend On Sea, United Kingdom

Customer Service Advisor within the Commercial Credit Card department, taking inbound calls from customers and related administrative tasks.

I was a Visit Day Ambassador representing my academic department on open days at the University. I participated in Student panels for prospective students and their parents and I am on hand to answer any questions they may have. Within this role I also took part in a Year 9 Careers Day for a local school, in which I was on hand to answer any.

I worked on a temporary campaign for GFM in the role of data checker, which involved processing data and payments for applicants wishing to book Sun Holidays.

I worked for 3 years within a customer facing role at Starbucks, in the role of Barista, where I was responsible for making and serving beverages, cash handling, maintaining a high level of customer satisfaction and cleanliness in store.

Ba, German Studies With Modern Languages

Activities and Societies: Netball, Visit Day AmbassadorResult: 2:1

Education record

Activities and Societies: Netball, Football