As a Community & Customer Happiness Manager, I supervise and collaborate with a dedicated team of two people. Together, we work to ensure a safe, positive environment for our online community while protecting our brand. I also handle customer queries directly, delivering personalised support and fostering customer trust.In the realm of customer happiness, I report to the Customer Happiness Team Lead, contributing to continuous improvement initiatives and helping maintain high standards of service.Key Responsibilities: • Leading a team of two people in proactive content moderation. • Ensuring a safe, engaging, and inclusive community experience. • Managing customer enquiries with empathy and professionalism. • Refining support strategies. • Analysing performance data to optimise team efficiency and service quality with KPI’s in the community management & customer happiness departments

Monitored accounts and worked closely with property owners to ensure listing quality is at its highest and is achieving desired results and sustainable profitAssisted owners in accepting or declining incoming bookings requestsConducted follow-ups with clients to answer ongoing questions and give practical online training about our platformProvided support including procedural and administration documentation

Developed, motivated and led team members to provide excellence in customer satisfactionWith the assistance and the supervision of my team leader, I carried out regular staff 1-2-1s, identified any staff issues, training needsIdentified areas of development to improve key performance indicatorsManaged numerous events including team outings from inception to completion; oversaw team budget, attendance and venue booking

Delivered excellent customer service to all stakeholders; answered all queries and followed up to ensure resolutionActed as liaison between guests and accommodations; negotiated with hotelsCollaborated with team members to complete projects, meeting daily targets through effective time managementAveraged 89% of customer satisfaction and 95% of adherence

Toured across EuropePerformed over 300 concertsFeatured on National TV, Radio and MagazinesAttended business meetings with different major labelsPerformed at charity eventsInterracted with listeners on social media

Managed the daily shift process to ensure all team members adhere to standard operating proceduresDealt with all customer enquiries and complaints in a calm and timely mannerEnsured that all areas were clean and tidy whilst executing the businesses Health and Safety policiesAchieved financial objectives by collating expenses and monitoring annual budgets, analysed variances and initiated corrective actionsDeveloped relationships with internal and external stakeholdersCommunicated, shared and reported statistics to managementConducted 121’s

Monitored calls to improve quality, minimise errors and track operative performanceStimulated casual team performance, high morale and ownership through coaching and mentoringDeveloped, motivated and led team members to provide excellence during telephone interviewsmanagement and implement performance improvement plans to enhance staff productivityAddressed conflict, escalated issues and disciplinary matters to the office managerTrained new hires in both French and English for specific projectsScript checking including feedback on ways to improve these for better participant experience

Conducted computer based interviews with high degree of accuracy and integrity.Followed project specifications.Maintained company dialling standards.Exercised courtesy and professionalism to all respondents.Other duties as assigned by project supervisors.