I manage both internal and external relationships on behalf of Signal Support. I am the lead role in strategy formulation for the Customer Support Department. I also oversee and determine key strategic direction and objectives of Customer Support Department. I drive the necessary changes for the improvement of operating and organisational efficiency of the Customer Support Department.

• Provide first-class support for high-profile customers• Manage, mentor, and coach new and existing staff including conducting regular performance reviews.• Work directly with customers on a global scale• Manage critical and highly sensitive issues to resolution• Design and implement workflows and processes• Lead the forecasting, recruitment and interviewing process• Drive team to meet KPI's• Develop and execute strategy for Customer Support operations including CRM processes and future technical and application support offerings

• Successfully launched an online TTRPG service • Expanded the community from single channel to multiple channels with affiliates• Monetised and maximised user base to maximum occupancy within 2 months• Ultimately bringing enjoyment and distraction to those effected by lockdown

• Lead & support the Level 1 team to deliver the highest level of service standards toall residents & customers.• Learn our platforms and advanced troubleshooting of our streaming architecture.• Continually monitor customer contact workflows to ensure that SLAs are met.• Encourage & promote collaborative working with our content delivery teams toincrease the quality & speed of customer responses.• Carry out quality control assessments of work completed by the team, providestructured results & deliver targeted improvements set by the management team.• To provide reports to the management team on individual, team & departmentprogress and other requirements as required.• Lead and drive team performance and delivery, effectively delegating and organisingworkload appropriately and managing improvements where necessary.• Onboard, train, monitor and develop team members, outlining the areas ofaccountability, providing coaching on areas of development and empoweringownership of problems through to resolution.

• Travelled across the EU and the USA for Culture, History and Cuisine.• Volunteering at Youth Centres – Discussing storytelling, Empathy and Comedy• Continued development in Salesforce Trail Head for Developers• Short term consultancy contracts in Education, Energy and Maritime sectors• Giving advice and recommendations to #supportdriven

• Successfully managed day-to-day operations for Canvas International Support• Continuously improved team performance with focus on SLAs, CSAT and other key metrics• Increased Customer Satisfaction from 80% to 92% in a 6 month period• Increased completion of SLAs from 84% to 94% in a 6 month period• Increased Customer Survey Engagement by 80% in a 1 year period• Hold proactive weekly meetings with teams, including training, announcements and trends• Responsible for updating ticketing system and running reports (Salesforce, Zendesk)• Provide tailored professional development plans for team members• Coach, mentor, counsel, and discipline team members as necessary• Authored the Work Remote Policy, Support Coaching System and Support Empathy Training• Reliable point of escalation for issues, downtime and client communication• Successfully improved user experience by reviewing and escalating feedback• Fun and engaging interview and selection process for open positions in Support• Work interdepartmentally. Enable Sales, Supply Marketing, Update Product Eng

• Provide an excellent Customer Experience by going above and beyond• Validate and clarify issue raised by internal and external customers• Answer all how-to questions on the Canvas Product• Identify, Troubleshoot, Document and Escalate Bugs• Maintain a 4 - 5 ticket per hour case load• Taking responsibility for personal growth and development.

• Maintaining IT hardware and software products installed on client premises• Organisation and management of engineers• Tier 1 and 2 technical support• Maintenance of mobile and tablet software.• Creation and revision of manuals, guides and forums.• Visitation of client sites for investigation of equipment and repair.• Creation and Management of purchase orders