Jayne Hooper Email & Phone Number

London Area, United Kingdom

In my role as a Customer Success Manager, I have achieved significant milestones in enhancing client relationships and ensuring their satisfaction. I take pride in consistently meeting and exceeding company KPI targets and receiving the highest possible client satisfaction ratings on 95% of NPS surveys.One of my key accomplishments has been the successful implementation of an end-to-end onboarding process, benefitting over 140 customers. This involved comprehensive employee training, resulting in a more enriching experience for our clients. I showcased my adaptability by mastering various technologies, including CSS, HTML and content management systems that were essential for customising the end customer journey.I was responsible for the day-to-day activities such as onboarding, training, consulting, upselling, and cross-selling for our customers. I am dedicated to cross-functional collaboration, working closely with teams including Product, Marketing, Customer Support, and Technical Support to ensure our customers' success and address their individual needs.I take great pride in building and nurturing strong, enduring customer relationships, serving as their primary point of contact for support, and streamlining and tailoring their customer journey. My organisational and account management skills have enabled me to effectively manage over 50 active customer accounts simultaneously, further reinforcing my dedication to multitask and work well under pressure.

Blackheath, England, United Kingdom

As Operations Director, I played a crucial role in overseeing and optimising operational processes. One of my key achievements was managing important client relationships and implementing essential operational procedures that ensured our teams consistently met company KPIs.I also served as a board member and company ambassador, representing Hedgehog Concept Ltd at industry events. My contributions included successful resource planning and change management which directly contributed to successful product releases. I had responsibility for User Acceptance Testing (UAT) and User Experience (UX). I was also responsible for staff recruitment, training, and development, in order to ensure a high-performing team. I managed multiple projects plan, implementations, and onboarding processes. My role extended to the development of policies, processes, and training materials, enhancing team performance and fostering effective communication and alignment through weekly progress meetings.My experience as an Operations Director reflects a commitment to operational excellence, strategic leadership, and effective team management.

London, England, United Kingdom

As a Client and Operations Director, I played a key role in expanding the client base from 5 accounts to over 300 within London and Kent local authorities, reflecting significant business growth. I successfully negotiated Service Level Agreements, defined KPIs and maintained high client satisfaction. We achieved and maintained Investors in People accreditation, and won the South London Business Award for exceptional customer care showcasing a commitment to excellence. We consistently achieved 95% or higher 'very good' or 'excellent' service ratings on annual client satisfaction surveys.In my role, I nurtured client relationships, represented the company at events, and facilitated successful client interactions and sales. Reporting to the Managing Director, I oversaw staff recruitment, training, and development for a team of 17, designed policies and training materials, and delivered client-focused training for various teams. I gathered client’s business specifications and created focus groups which enabled clients to be involved in ongoing development and user acceptance testing.