Working in a high-paced complaint handling environmentSuccessfully opened and managed a remote customer support office and build the necessary team thereDemonstrated experience of effective leadership, and staff management/developmentUnderstanding of capacity planning and reporting KPIsExperience of project management and implementationCustomer-centric approach and the ability to engage with professional audiences at a senior levelExperience in CRM systems such as ZendeskProactively look at process improvements in the team and put in place countermeasures to enhance the overall processMethodical approach to work and delivering on defined objectivesStrong organisational/time management skills, and the ability to implement/improve policies and administrative processesDetail-oriented, with confidence and professionalismA team player, inspirational leader with great interpersonal skills and ability to share a passion for company values

Responsible for our B2C and B2B SLA to be deliveredIn charge of system improvements and troubleshooting such as our CRM or diallerEscalation point on customer complaints, both B2B and B2C, partners issues, policy/process issue to resolve and improveCorporate overseeing on onboarding projects as well as on uptakeCreating training materials and content as well as implementing it within the teamCollection review and update both team and managementTraining sessions with all team members on company policy and processesManage underwriting declines review and help with underwriting in general when neededManage all Social Media related issues when it comes to complaints such as Trustpilot, Feefo and TwitterLow tier HR-related tasks such as job posting, organizing and doing interviews, approving holiday requests or sick days

The point of contact for all B2B issues from both employees as well as HR managersHelping with issues online and offline invoices Fully responsible for all collections within the company, be they failed Direct Debits, DDICs or unpaid invoicesProcessing applications through underwriting and assessing the creditworthiness of potential customers

Problem solved pre and post-booking situation, occasionally dealing with payment, payouts & cancellationsAnalyzed company KPI's and changing strategy to reach both SLA's and monthly GBV targets by establishing andimplementing new processesImproved the outreach process by adding new media, which increased the average booking value by 50%Provided in-depth training, participated in the hiring process and setup team members quarterly reviews

Started an inbound sales process and actively reaching out to guest to assist in the booking processProvided ew marketplace specialist team member trainingManaged the team rota, approving changes and making sure the shifts are always coveredOptimized the station work plan by making improvements for the team to work smarter and more efficiently towards the goal of more engaged users, and more bookings

*Responded to all inbound communication and educating users on how to make the most out of the platform*Account managing for both professional and private hosts

Managed complex post-booking issues as part of a problem-solving team to facilitate the guest needs, address concerns and offer the best possible experience and serviceResponded to all queries regarding the home, the service or the city the customer was in by phone or emailsLiaised with clients, contractors and other departments to ensure that all issues are smoothly resolved