Managed hiring and training of 6-person internationally remote Support Team.During 6 month interim position, designed and executed inbox triaging and escalation processes, resulting in decrease of AFRT from >6 hours to <2 hours and increase in CSAT from ~92% to >96%. ATTC was also reduced from ~3 days to <20 hours.

Established new CX Retention department, focusing on proactive engagement and reactive churn prevention.

Responsible for implementation and management of Gainsight platform.Operational support and development for three Customer Success departments: Onboarding, Support, Account Management. Monthly performance analyses of Customer Success, sharing insights to Senior Leadership Teams and developing new processes with CS Team Managers to improve customer experience, increase expansion, and reduce churn.

Formally targeted role, responsible for retention and upsell/expansion within 3,000+ account portfolio. 202% YTD quota achieved.Continuing to manage cancellations; greater focus on churn prevention through pre-emptive dialogue than churn reduction through save upon cancellation.

Took over and managed cancellations process, leading to an increase in average monthly save rate from 2% to 10%.Ranked #1 in interdepartmental subscription conversion project, resulting in over $50k cash collected within two week period.Managed Enterprise customers during 9-month transition period, with formal handover to dedicated Enterprise Account Manager September 2019.Managed customer beta testing of payments platform, and acted as account manager for all payments customers, responsible for qualification, expansion, onboarding, and support. Resulted in over $1m/month processing within first 6 months of launch.Assisted in development of key processes to expedite and improve customer onboarding experience.Lead knowledge transfer workshops to bring core sales techniques and practices to the onboarding team, improving customer qualification and engagement.Improved customer retention through conversions to annual subscription cycles; specific conversion rates unclear.

Position initially acquired to develop career in SaaS market. Responsible for 180 desk focussing on talent acquisition for executive level roles within SMB market nationwide.Early opportunity to pivot into CS role within market-leading SaaS company.

Took on sole responsibility for lighting design positions across the UK. Recruited for varied design roles, from design engineers and specification consultants to Associate Design Directors. Left position due to change of residence.

Successfully managed a 360 recruitment desk, responsible for business development and talent acquisition with the lighting and electrical services vertical. Acquired a number of key clients through persistence and consistent delivery of exceptional talent. Developed deep market mastery of the lighting design niche, with a focus on design and architectural consultancies. Those at Panacea are part of a dynamic, purposeful business that builds long-term relationships. Communication is to the fore, and we are honest and straight-talking, with good values underpinning everything that we do.

Education is Human.Worked as private English teacher in Guiyang and Zunyi, Guizhou.Responsible for class sizes averaging 16 students, ranging from age 2 to 18.Educated all levels of English, from Elementary to Advanced, including privately tutoring for American SATs. Worked within a team to organise and run numerous extra-curricular events; one such example being a summer scout camp in Wulong, aimed at developing and fostering relationships between students from different schools and provinces.