As the Client Account Manager at Claimlane, I lead the Freemium team, dedicated to understanding and supporting the needs of our freemium users. Through proactive communication—via email, phone, video calls, and LinkedIn—I ensure users receive consistent guidance and discover the full value of Claimlane. My role involves hosting informative meetings, providing tailored advice, and identifying opportunities to enhance the user experience, driving engagement and increasing the likelihood of upgrades to premium accounts.I collaborate closely with the Sales team to ensure a seamless transition of accounts into the sales pipeline. Additionally, I work alongside Customer Success, Sales, Marketing, and Product teams to align strategies that benefit our users. By collecting valuable feedback from freemium users, I contribute to product enhancements and marketing initiatives.In my role, I also track user engagement, monitor progress toward upgrade goals, and maintain detailed records of interactions and account statuses in our CRM system. My ultimate goal is to provide an exceptional experience for freemium users, fostering growth and success for both them and Claimlane.

As the primary point of contact for customers regarding returns across our websites (Allsole, Coggles, MyBag, The Hut), I manage a team to ensure a seamless and efficient resolution process. I oversee the accurate logging of customer data and maintain up-to-date records through regular reporting, ensuring all information is precise and accessible.In addition to managing my team, I deliver detailed weekly reports to relevant stakeholders, offering insights and updates on performance and progress in our area. Effective communication is central to my role, and I consistently engage with customers, internal teams, and suppliers through telephone, email, and in-person interactions.I also collaborate with suppliers to secure credits for faulty items, expediting the resolution of such cases. A key aspect of my responsibilities includes keeping both customers and the Customer Experience (CX) team informed on the status of ongoing queries, ensuring all parties are regularly updated.Through team leadership and a focus on communication, I contribute significantly to maintaining high standards of customer satisfaction and operational efficiency.

I have had the privilege of collaborating with industry leaders across the global retail sector to elevate their brands directly to consumers. My experience spans renowned names such as Nintendo, Groupe L'Occitane, P&G, Walgreens Boots Alliance, Mercedes-Benz, Johnson & Johnson, Nestle, Nuxe Paris, and Coca Cola.In my role, I exceled in:Customer Engagement: Expertly handling customer inquiries and concerns via telephone and email, ensuring prompt and satisfactory resolutions. Performance Excellence: Consistently meeting and exceeding departmental targets while upholding a meticulous standard of quality in every customer interaction.-First-Time Issue Resolution: Committed to achieving swift and effective resolutions on first contact, enhancing customer satisfaction and loyalty.My dedication to delivering exceptional service has enabled me to cultivate strong partnerships and drive success in the competitive retail landscape. Let's connect to discuss how my skills can contribute to my team's objectives.

In my role at THG, I provide dedicated support across various sites including ProBikeKit, Zavvi, Iwoot, Pop in a Box, Lookfantastic, and MyProtein. My primary responsibilities involve responding to customer queries through telephone and email, ensuring prompt and effective communication.I consistently work towards department targets while maintaining a high standard of quality in every interaction. My goal is to achieve first-time resolutions for customer issues, enhancing overall satisfaction. Additionally, I cover live chat, providing real-time assistance to customers.Through my commitment to excellence and efficiency, I contribute to the positive experience of THG's diverse customer base.

Due to COVID-19, I was temporarily assigned the role of Warranty Operative at ProBikeKit. In this role, I ensure our customers receive timely and fair resolutions to their warranty claims. My key responsibilities include:Warranty Claim Management: Evaluating and processing claims according to company policies and product warranties.Customer Support: Communicating with customers, providing updates, answering questions, and ensuring their satisfaction.Product Inspection: Inspecting returned products to verify defects and determine warranty eligibility.-Supplier Coordination: Working with suppliers and manufacturers to arrange repairs or replacements.Record Maintenance: Keeping detailed records of all warranty claims, tracking trends, and ensuring transparency.I leverage my knowledge of cycling products, communication skills, and attention to detail to provide a positive experience for our customers.

I lead community health walks as part of the Community Weight Management program, promoting physical activity and healthy lifestyles. Additionally, I supervise gym sessions for the Activity Referral Scheme, providing guidance and support to individuals referred for physical activity to improve their health. My efforts contribute to enhancing community wellness and supporting individuals in achieving their fitness goals.

As a dedicated Service Administrator, I oversee and enhance the operational processes within my organization to ensure seamless service delivery and exceptional customer satisfaction. My role encompasses a broad range of responsibilities including managing service requests, coordinating with internal teams, and ensuring compliance with industry standards.Key Responsibilities:- Efficiently handling service requests and inquiries, ensuring timely resolution and customer satisfaction.- Coordinating with various departments to streamline service delivery processes.- Monitoring and reporting on service performance metrics to identify areas for improvement.- Maintaining accurate records and documentation for compliance and audit purposes.- Implementing and maintaining service management software and tools.- Training and supporting staff on best practices and service procedures.- Continuously seeking ways to improve service efficiency and effectiveness.With a keen eye for detail and a proactive approach, I am committed to driving operational excellence and fostering a customer-centric culture within the organization.

Passionate about empowering individuals to achieve their fitness goals through personalized coaching, motivational support, and tailored exercise programs. Dedicated to promoting health and wellness with expertise in designing and delivering dynamic workouts encompassing strength training, cardiovascular conditioning, flexibility enhancement, and nutrition guidance. Experienced in fostering positive client relationships and creating a supportive environment conducive to achieving sustainable lifestyle changes. Committed to continuous learning and professional development to provide clients with the most effective and evidence-based fitness strategies.

• Managed participant bookings across diverse program areas such as Let's Get Movin', Activity Referral Scheme, and Lose Weight Feel Great in collaboration with Wigan Council, Selby District Council, and North Yorkshire Public Health.• Handled telephone inquiries and provided in-person booking services for office visitors.• Proficient in Microsoft Office Suite, specializing in creating tailored spreadsheets for organizational needs.• Conducted accurate data entry across multiple computer systems.• Processed payments from clients for various activity camps, ensuring accuracy and security.• Monitored stock levels and initiated reorder processes as needed.• Approved annual leave requests, updated weekly schedules, and managed Liberty (Phone Dashboard) during manager absences.• Assisted management in preparing monthly and quarterly reports for Let's Get Movin' and Community Weight Management initiatives.• Certified Fire Warden responsible for office building evacuation procedures.• Provided managerial cover during a six-month period when the line manager was on extended sick leave from November 2016 to March 2017, overseeing weekly schedules and annual leave approvals.

Modules Level 1 Make and receive telephone calls Level 2 Mange own performance in a business environment Level 2 Improve own performance in a business environment Level 2 Work in a business environment Level 2 Communicate in a business environment Level 2 Work with other people in a business environment Level 2 Use electronic message systems Level 2 Store and retrieve information Level 2 Spreadsheet software

In December 2011, I earned recognition from the Rugby Football League assessors for my officiating skills, qualifying me to officiate semi-professional and professional rugby league games. From December 2011 to January 2016, I served as a touch judge and reserve referee across academy to Super League matches.

A Community Match Official in rugby league is responsible for officiating and ensuring fair play during community-level matches. The role involves enforcing the rules of the game, making decisions on fouls and infractions, and maintaining game flow and safety. Community Match Officials may officiate at various levels within the sport, from local amateur leagues to regional competitions, contributing to the integrity and smooth operation of rugby league matches within their community.