Lena Frain-Atallah Email & Phone Number

Glasgow, Gb

Running daily operations at Illumicrate, implementing new processes to improve efficiency. Regular responsibilities include; line management, running sales, website management. Working closely with the Head of Customer Support I ensure the smooth delivery of both monthly subscription books and special editions.

- Head of fulfilment and customer experience.- Working on multiple bestselling titles including TikTok sensation Cain's Jawbone. - Developing marketing programmes with the CEO and Head of Community including surveys, focus groups and digital content.- Managing the customer service team and overseeing the user journey of Unbound's 340,000 members.- Fostering and maintaining positive relationships with partners and major authors such as Jim Moir and The LEGO Group to provide new and exciting ideas to share with our Unbound members. - Sharing and workshopping ideas with authors on new rewards to encourage superfunding. - It is vital that I understand the psychology of the Unbound user and utilise this knowledge to continue to help the business grow. - This role is at the heart of the company reporting into senior stakeholders (Managing Director, CEO and Company Chairman) with updated objectives for both the customer experience department and business strategy as a whole. - Maintaining strong relationships with existing suppliers and fostering positive relationships with new partners. - Managing tight fulfilment budgets to ensure the delivery of all rewards and projects across the financial year. Working closely with the Finance Manager to forecast budgets

Responsible for the customer experience at Unbound this multi-dimensional role sits within the operations team. Responsibilities include:- Analysing user journey, always looking where we can streamline processes and make improvements.- Author care and organising fulfilment of crowdfunding rewards. This includes working with high profile VIPs. - Responding to all customer queries and resolving concerns. - Advocating for the customer in all meetings with senior business stakeholders. - Pulling Zendesk reports and analysising the data to find areas of improvement and understand what Unbound is doing well. - Working on a constantly changing pipeline of projects and being adaptable to change. - Managing the relationship with a number of suppliers and the fulfilment centre. This role is at the centre of Unbound and requires swift problem solving skills, team working and strong communication.

Ottawa, Ontario

-Customer facing role providing expert fitting advice for people seeking lingerie-Building strong client relationships to improve customer experience-Creating and posting content for Brachic social media pages; including Instagram and Facebook-Developing new website features such as a blog and podcast. -Maintaining customer database in line with data protection laws-Organizing and processing new/existing stock

Glasgow, United Kingdom

- Working with archive graduates to compose biographies for University of Glasgow Alumni- Utilizing alumni documents from archives in order to write biographies for students of the University- Updating the Universities web content with the new biographies- Predominantly creating biographies for the University of Glasgow Roll of Honour for WW1.

Glasgow, United Kingdom

Responsibilities & Achievements-Provided a personal 'one-on-one' fitting experience for customers-Helped customers with questions, problems and complaints in person and via telephone.-Developed positive customer relationships through friendly greetings and excellent service.-Trained and served as a mentor for new members of staff.-Developed a detailed and knowledgeable understanding of the stock-Stayed up to date on new collections and styles (both from Bravissimo and other retailers)-Maintained a high standard of virtual merchandising and organization in shop

Enfield, Greater London, United Kingdom

-Provided a friendly and efficient service to the local community; including providing information on local services and events-Resolved customers' complaints tactfully and professionally-Scheduled and coordinated the use of library equipment-Located requested books on the shelves and in the library database-Received and processed new acquisitions for the library-Checked in, checked out and renewed library materials-Provided information and aid in the completion of housing and benefit forms-Ran homework clubs for local children-Led story-time sessions in the children's library

Postgraduate Certificate, Archives And Records Management

Master Of Arts - Ma, History, 2:1

Activities and Societies: -Head of Ball committee for the Psychology Society -Member of the History Society -Member of the Irish.