- Respond promptly to clients’ issues in accordance with agreed Service Level Agreements.- Provide first-line support to clients’ associated users, addressing questions, and resolving issues.- Escalate complex issues internally to appropriate teams for timely resolution.- Manage service desk monthly reporting. - Maintain and update documentation on Confluence to reflect current processes and product configurations.- Assist in capturing new change request requirements and ensuring proper prioritisation. Product Support:- Support the maintenance of the product backlog by adding new requirements identified during product sessions.- Update issues to ensure proper allocation of EPICs/release numbers.- Perform quality assurance checks on individual issues in the test status on the development board.- Conduct regression testing to ensure QA prior to scheduled production releases. Customer Support:- Add to and update customer facing Confluence pages. - Project Managing and assisting in the administration of live projects, including file management, meeting scheduling, Gantter support. - Ensure that customer success actions are accurately recorded and scheduled for completion.

- Management of junior project managers and customer success team - Project management of innovation projects, product deployment projects and customer onboarding projects- Being the trusted partner for the customer on use-case and product functionality- Voice of the customer internally to provide input into product features and user stories, documenting system requirements in project deliverables, customer facing documentation and Jira tickets- Collaborate closely with team members to support renewals and expansion opportunities- Primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support- Management of customer support issues using Atlassian Service Desk and Jira- Monitor sales leads and outstanding deals in HubSpot- Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers- Provide feedback to the teams regarding product and service improvements- Main point of contact between the company and a number of named enterprise accounts- Assist the product manager in backlog grooming, prioritisation, requirements elicitation, sprint planning, sprint reviews, sprint testing and sprint retrospectives- Ad-hoc support of commercial and marketing as needed- Adherence and maintenance of company Business Management Systems to optimise business process whilst maintaining ISO9001 and ISO27001 certifications

You. Smart. Thing. is a Birmingham-based SME specialising in the development of disruptive intelligent mobility solutions. Visitor-centric Destination Management for organisations that need to manage people-flow and visitor experience.Responsibilities:- Being the trusted partner for the customer on use-case and product functionality;- Understand customer outcomes and requirements, analyse customer metrics and gathering customer feedback;- Represent the voice of the customer internally to provide input into product features and userstories, documenting system requirements in project deliverables, confluence knowledge base, customer facing and Jira tickets;- Collaborate closely with team members to support renewals and expansion opportunities;- Primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support;- Management of customer support issues using Atlassian Service Desk and Jira;- Project management of innovation projects, product deployment projects and customeronboarding projects;- Recording any sales leads in Hubspot;- Collaborate with the engineering and development team to set up or configure our softwareplatform as per customers’ requirements and troubleshoot technical issues raised by customers;- Gauge customers’ levels of engagement with the company and provide feedback to the otherteams regarding product and service improvements;- Being the main point of contact between the company and a number of named enterpriseaccounts;- Assist the product manager in backlog grooming, prioritisation, requirements elicitation, sprintplanning, sprint reviews, sprint testing and sprint retrospectives;- Ad-hoc support of commercial and marketing as needed;- Adherence and maintenance of company Business Management Systems.

Snap is a VC backed smart transport marketplace that connects customers with similar travel desires to underutilised vehicles. We do this via machine learning, our amazing partners and by empowering customers to become "trip builders".Role:- Direct line manager of the whole Customer Service (CS) Team, comprising 10+ membersStraddle Customer Service and Product Development Team to incorporate client feedback and improve the customer journey, outcomes, and satisfaction scores- Escalation and resolution point of contact for area managers, customers, and suppliers - Analyse customer feedback and liaise with the Product and Development team to address platform issues and functionality - Responsible for leading CRM, Referral Scheme, Customer development, Trip Reporting and Alerts Dashboard- Weekly check-ins with People, Customer Director, CEO, CTO and COO to update on current projects- Bug-tracking specialist through Jira Software- Assign tasks and responsibilities to CS and Product- Development team to achieve project goals- Oversee variable aspects of projects and provide direct assistance to ensure timely project execution- Budgeting, time estimating, cost estimating, business partnering, managing risks and issues- Review project goals continuously and ensure project goals are achievable and controlled (in-house CRM system)- Liaise with senior project manager to maintain project schedule and efficacy through an AGILE approach- Review project implementation, gather data on project execution and monitor live performance- Set KPIs for CS team- Coordinate with project manager and business development team following project initiation and completion- Ensure Customer Service procedures are aligned with Service Delivery requirements

Head of Customer Service Team also involved in the following activities:- Develop, implement and manage our social media strategy- Define most important social media KPIs- Manage and oversee social media content- Measure the success of every social media campaign- Stay up to date with latest social media best practices and technologies- Use social media marketing tools such as Buffer- Attend educational conferences- Work with copywriters and designers to ensure content is informative and appealing- Collaborate with Marketing, Sales and Product Development teams- Communicate with industry professionals and influencers via social media to create a strong network- Hire and train other in the team and provide constructive feedback

Freelance part time interpreting

TV BroadcastingRole:Assistant Publisher & Intern JournalistResponsibilities:Sales of advertisement space to targeted companies, improving the customer journey, helping clients to choose the correct communication channels in order to reach the correct target audiencesOrganised client meetings and provided administrative support to the sales teamProduced news articles, interviews and content in English and Italian

AtlasChoice is a worldwide provider of car rentals and travel solutions in all aspects of the travel industry.Specialised in helping those who want more from the travel industry Atlas help you get great rates on great cars worldwide.Responsibilities:Bilingual customer service manager assisting area managers with business operations in Italy Managed bookings within car rental companies through CBRMS, XML, CRM and various Ticketing systems Analysed and reported customer feedback from various CRM systems, including social media behaviour, sales data, customer complaints and system issues Collaborated with Product Development and Design Team on the company website and developed workflows

Responsible for day-to-day operationsResponsible for managing budgetsMaintained statistical and financial recordsResearched market and launched products in demand resulting in a significant increase in salesOverseeing pricing and stock controlSupport Store and Assistant Manager in leading and inspiring the team to maximise profitManaging, training and exceed store targets. Increase sales and market through the analysis of Trade Reports, Commercial dairy and Stock control. Customer focused with commercial awareness and excellent communication skills. KPIs knowledge.

The Italian export market has drastically improved over the last few years. My assignment was to research and report on the market trends across all active major Italian brands trading internationally. I was tasked with providing information on these territories and to gather information around sponsorship marketing in the UK. This position gave me the opportunity to meet many entrepreneurs; allowing me to study the economic differences as well as relationships between Italy and the UK market. Before moving to London I was writing articles related to Politics, Arts and Territory.

My duties were to promote the new mark through advertisement on social media and online research of new products linked to this growing sector in order to find new business’ ideas. - Taking care about orders, invoices and suppliers; - Staff training and development. Excellent stock control and driving sales targets. Customer Service, dealing by phone with customers and suppliers. Category: Health, Beauty and Fitness.

Selling advertisement space to targeted companies, following the customer journey and explaining the risks and opportunities to clients and helping them to choose the correct communication channels to reach the correct target audience.As an interim journalist whilst working with professionals, I was responsible for recommending programmes for television news interviews (most popular was the Journalist Tunisian Lilia Weslaty).I also helped the Publisher to write an interesting script both in Italian and English. • Skills: Writing TV copy; Working in a B2B environment; Market Research, Administration