Ashley Jubb Email & Phone Number

Berlin, Germany

Berlin, Germany

Berlin, Germany

Creative and technical content writer supporting multiple channels from blogposts to knowledge base articles. Creating content briefs and liaising with external translators, as well as, proof-reading copy in English. Collaborate with multi-disciplinary teams to ensure all information is gathered to produce effective and attractive content for large scale projects. SEO optimisation for our support centre with experience in multiple CRM tools.

Berlin, Germany

Created a quality vendor management role, overseeing quality for 5 sites in 3 countries with 350+ specialists collectively. Supported partner coaches, trainers and management in terms of quality by calibrating and standardising customer service between in-house and external partners. Collaborated with partners to ensure KPI's and OKR's were met, whilst strategising to continuously improve the customer experience, regardless of who picked up the case.

Berlin, Germany

Took on a senior role for a team of 20+ coaches. Supporting my colleagues in their coaching sessions and training within QA checks to maximise the value of each check for specialists, as well as, starting calibration sessions to ensure standardization and fairness. Worked closely with our external partners by travelling to their sites to deliver training and support their coaches/trainers to align them with N26 values and customer experience.

Berlin, Germany

Supported specialists working in the European and English markets for customer service. Created and developed a quality assurance matrix plus coaching cycle still used today for specialist development and to support company OKR's / KPI's. Held 1-1 and group coaching sessions, as well as, completing quality checks on cases handled; with an emphasis on risk and compliance.

London, United Kingdom

Working within the investigations department my role included analysing large amounts of data from multiple systems to methodologically and accurately write up financial reports. Communicating between multiple departments and customers professionally and succinctly was an every-day occurrence to ensure a holistic perspective was obtained to support financial reports that obtained a fair outcome for both customer and client. Developing my knowledge on internal processes and guidance was necessary to continuously produce accurate and quality case reports and to become a supportive colleague who frequently helped others on complex cases. My understanding of the guidance meant senior members of staff put me forward to liaise with the continuous improvement team to provide insight on current processes and how to best update them to remain effective and efficient.

Birmingham, United Kingdom

Gathering data from multiple sources and analysing it to draw fair and accurate conclusions whilst taking a holistic approach. Liaising between multiple departments and with customers in a professional manner to build strong reports grounded in facts and all in-line with current processes and guidance. Managing my time and prioritising workloads to hit strict production and quality targets. Moving onto different work-streams enabled me to grasp and put into action various processes quickly.

A varied and self-directed role involving both group and independent styles of working. Additionally, I was a part of the Peer Assisted Learning (PAL) scheme, creating promotional material, managing projects and improving current methods, as well as, creating new systems to improve sustainability and reduce waste were all aspects of this position. Collecting data, writing reports and having to present this information to different audiences with varied levels of understanding effectively and clearly. Including presenting a pilot study at two national conferences. Acting as an administrator and co-ordinator while at smaller campuses for the PAL office has allowed me to develop my office management skills and turned me into a capable front-facing member of any team; counting being approachable, professional and an influential negotiator.

Leading a busy household of international students, gave me strong initiative and confidence in my abilities and honed my communication skills. Additionally, I was involved in running focus groups at the end of summer to review and improve the Manor Courses experience.