Product researcher for Tuttu.io, a GM portfolio company dedicated to providing open-use audio web tools. Personalise feedback with shareable audio recordings on Tuttu.- Understanding and articulating the needs of target customers- Developing a deep understanding of the competitive landscape- Helping to define product requirements and success metrics- Designing and conducting both qualitative and quantitative user research- Analysing data to generate insights that inform product direction- Presenting findings to cross-functional teams in a clear and actionable way- Advocating for the user throughout the product development process- Partnering with design and development to ensure that products are being built with the user in mind- Conducting post-launch evaluations to assess impact and identify areas for improvement- Staying up-to-date on latest industry trends and best practices- Proactively sharing knowledge and expertise with team members- Helping to foster a culture of user-centric mindset

Product Growth and Marketing for AudioTranscription.ai, a portfolio company dedicated to providing a much faster, simpler and more accurate AI transcribing tool. Transcribe your videos and audios in a matter of minutes with the best output out there.

Customer Success for Commonplace, a product to help empower effective decision-making in the planning and development of places and spaces across the UK and other countries.- Managing a portfolio of over 15 corporate clients- Bridging the gap between sales and customer support- Ensuring customers get fast time-to-value- Keeping clients engaged and regularly using products- Building customer loyalty and reducing churn- Keeping a “high-level view” of the entire support process- Advocate for customers- Fostering a customer-centric team environment- Resolving customer issues

Talent Acquisition Manager for The PIE (Professionals in International Education), a one stop shop for all International Education News, Jobs, Webinars and more. Assisting companies and clients within the education sector to help source, screen, interview and place the best candidates for executive roles.- Coordinating with hiring managers to identify staffing needs and candidate selection criteria- Sourcing applicants through online channels, such as LinkedIn and other professional networks- Compiling lists of most-suitable candidates by assessing their CVs, portfolios, and references- Organising and attending job fairs and recruitment events to build a strong candidate pipeline- Maintaining records of all materials used for recruitment, including interview notes to share with key stakeholders and clients

Customer Success at Flock, a Fully digital insurance that enables and incentivises safer driving. Nurturing and maintaining relationships with Clients to ensure high adoption and retention.- Implementing tools and process to improve Customer Success- Working closely with the product and tech team for app improvements

Head of Community and Support for Shell Joint Tech Venture, FarePilot, a mobile application providing Uber and Lyft drivers with information about real-time demand and hotspots for transport, in order to reduce travel time. Implementing Strategies and Setup involved in;- Customer Support- Customer Insight & feedback- Community Management- Focus Groups- User advocacy- Marketing- Online PR- Events - Growth

Helping businesses save time and money with more efficient scheduling.

- Create, curate and manage all published content including: written, images and video.- Monitor, listen and respond to consumers in an engaging way (moderation). - As necessary, escalate and report issues following existing Social CRM/established community management guidelines . - Manage social process documents including timelines, content calendars and status sheets - Assist in compiling appropriate ongoing metrics and reporting for social media activity.- Publishing, moderating, responding, escalating and reporting to all social media channels per internal community management process guidelines, as well as external client social media process guidelines

- manage Zendesk Admin for Team- develop and implement customer service policies and procedures- define and communicate customer service standards- review and assess customer service contracts- oversee the achievement and maintenance of agreed customer service levels and standards- direct the daily operations of the customer service team- plan, prioritize and delegate work tasks to ensure proper functioning of the department- ensure the necessary resources and tools are available for quality customer service delivery- review customer complaints- track customer complaint resolution- handle complex and escalated customer service issues- monitor accuracy of reporting and data base information- analyze relevant data to determine customer service outputs- identify and implement strategies to improve quality of service, productivity and profitability- liaise with company management to support and implement growth strategies- co-ordinate and manage customer service projects and initiatives- ensure budget requirements are met- evaluate and performance manage staff- identify and address staff training and coaching needs

Responsible for EMEA (Europe, Middle East and Africa users)Adminstration of Invoices/Remittances/In-Coming Cheques/ Handling In-Coming & Outgoing Calls and Support Queries and Issues sent to Helpdesk Mailbox Responding to customer enquiries and software related issues Proficiently using administrative and relationship management tools to record and manage day to day activities.Report to management Logging all Calls and Case Issues using CRM softwareFollowing up on Outstanding issues Proactively following and executing customer support procedures and requirements Providing input into client service strategy and direction Certificates in ISO standards & ACA/ACP

Administrating Mailboxes for over 50,000 clients over 5 regions; North America, Latin America, Europe, Asia and Africa.Administrating other objects such as Distribution Lists, Public Folders, Global Desktop Fax, Generic Mailboxes, Applications with email, and mail forwarding.Handling of Retail mailboxes and migration for Global Wealth Management.Support for Citi users with Exchange related issues.Customer assistance via Phone and email.Technical Troubleshooting and Analysing.Training other team members.Creating new documentation for the team.Testing new automation procedures for Citi users.Kept to deadlines and service level agreements.Effectively handling escalations and complaints.Dealing with Migrations from exchange 2003 to exchange 2007.Interaction with team and escalation points to complete work.1st, 2nd , and 3rd line support

Supporting users in North America, Latin America and Asia. Assisting customers with use of phone and problem ticketing system.Resolving password problems and computer issues.Training and engaging with a Team of 50 in how to troubleshoot;Troubleshooting and Investgating Outlook issuesSupporting users using Avaya IP AgentResolving Printers & Internet IssuesMapping Network Drives1st line support.