Goodwille Limited is a SME business assisting foreign owned subsidiaries enter the UK market being an outsourced vendor for their HR, Payroll, Finance and Governance functions. My responsibilities included:• Creating and successfully integrating a Customer Success function into the wider business model.• Creating and successfully implementing proven optimal data-driven processes which significantly improved and standardized the new business journey for clients (a previous pain point for the business) demonstrated by improving CSAT scores by 50+% YoY.• Driving operational excellence through 'voice of the customer' monthly presentation to the director and senior management and challenging areas internally which can be improved.• Directing and influencing teams directly and indirectly as a point of contact and developing strategies for maintaining improved client retention and ensuring client requirements are executed.• Ensuring all client deliverables, milestones are achieved on time and in budget. Utilising high attention to detail to ensure the scope is managed to a high level.• Being an escalation point for clients, dealing with client complaints, managing expectation and working with teams to achieve solutions to client issues.• Negotiating with senior decision makers regarding contract renewals, upselling and identifying additional opportunities to clients and contract negotiation.• Coaching and leading my junior direct report within Customer Success.

Moneycorp is a SME business assisting private individuals and corporate with FX requirements. My job responsibilities were: • Engaged in selling and quoting FX deals over the phone to HNWI's and senior level management.• Routinely achieving sales targets and operating as one of the higher performing members of the account opening sales team.• Creating strong relationships quickly using the Office suite and over phone.• Paying close attention to detail on moving trends in the financial landscape.

Joined moneycorp working as a Customer Service Representative where I:• resolved customer queries relating to their accounts from inbound calls. • In November 2018 I was promoted to the complaints team where I was an escalation point, dealt with full and finals and constructed a system improving how complaints were dealt with.

After graduating, I started working for DXC Technology (Formally CSC). DXC Technology is a world leading end to end IT services and solutions company. During this time, I worked as a Graduate Service Delivery Manager on a multi-million-pound British defence, security and aerospace account. This role was client-facing, involved working in high-pressure situations and being a point of contact for the client via phone and email. I was involved in the maintenance of assets and UAT (training environments) and the maintenance of the live environment for a workforce of 10,000+ people. I also helped resolve issues ranging from extreme severity to low level problems daily by interacting with engineers internally and through third parties. Our team were measured against contractual time obligations, so I became used to working under pressure against SLA’s and KPI’s. Whilst on the Graduate scheme I also improved the Client Satisfaction ratings and helped restore the VIP incident ticket process. These efforts were positively acknowledged by management internally and client-side.