My role has now pivoted towards a more technical support focus, however I continue to fulfill my prior responsibilities and still function as a lead/mentor to junior members of the support team (including responsibility for training new staff).

As of March 2018 my role has been expanded to that of Lead Customer Advocate. While similar to my previous role as Senior Customer Advocate, I now have some additional responsibilities:- As the name might suggest, representing the Support Services team as team leader- Taking charge of training new members of the Support Services team (introductory training sessions and longer term growth plans), creating and maintaining internal training materials and documentation of common practices and daily tasks.- Taking ownership of our Zendesk support ticketing service: - Creating and maintaining templated responses to standard customer queries, allowing the Support Services team to respond more efficiently; - Assessing and reviewing the rules around the sending of Customer Satisfaction surveys; - Using insights and metrics within Zendesk to build reports of ticket activity, response times and customer satisfaction, and using this information to make changes to the above areas where improvements can be made.One of my first tasks in this new role was to take charge in the successful implementation of Artesian's new Live Chat service. I was involved in meetings discussing pricing and licence requirements, as well as the majority of the setup and testing of the service before it was deployed on live environments. I continue to oversee this project, ensuring that our other Customer Advocates are trained on how to deal with incoming chats and maintaining documentation regarding common practices.

In addition to the responsibilities of a Customer Advocate (as seen below), my role as a Senior Customer Advocate now includes the following: - Writing and curating guides and frequently asked questions on the Artesian Knowledge Base.- Managing our Zendesk support ticketing service.- Assisting the Technical Operations team in collating reports (via information from Zendesk and through SQL queries of Artesian data) for management and customer meetings, project work for the Customer Support team.- Assist in the creation of internal training materials for new starters and the upkeep of internal documentation of day-to-day activities for colleagues.

I joined Artesian in April 2013 as a Customer Advocate (then titled Researcher). In this role, my core responsibilities included the following:- Performing research into companies (primarily those based within the United Kingdom) to create 'enriched' search terms. These search terms work to provide relevant news feeds (as well as Twitter feeds and blogs where applicable) for these companies within the Artesian platform.- Management of licensed users of the Artesian platform.- Answering customer queries by email and phone through our HelpSpot (and later Zendesk) support ticketing software.- Involvement with various customer pilot/try-outs of Artesian, in which I assisted the Sales and Onboarding teams with user management, daily-monitored enrichment of companies followed by pilot users, and report creation (detailing pilot user activity and other key metrics to aid in a successful sale).During this time I also aided Artesian's Training and Sales teams at training sessions for our existing and customers hosted in the London and Reading areas.The aforementioned company research performed as part of this role involved extensive use of Companies House WebCheck service, as well as other web-based company information resources such as DueDil, CompanyCheck and Endole. While this may go without saying, this research also required daily use of Google's search engine (with which I now have significant experience in optimising search terms to find relevant information) and Twitter, LinkedIn, Facebook and Google+ social platforms.

I worked at Legoland Windsor briefly as a Ride Operator at the tail end of the 2012 season and the first few weeks of the 2013 season, and was qualified to operate multiple rides in the resort's East section both on my own and as part of a team.As part of this role, I was trained in health and safety practices to ensure safe ride operation for myself and guests, and developed customer-facing skills from interacting with visitors to the resort on a daily basis.