• Chart successful course of directing the onboarding process for new team members by developing comprehensive resource materials, including for example: guides and video tutorials, resulting in a smoother transition and reduced ramp-up time. • Identify opportunities for improving processes within the customer care team, then implement streamlined workflows to improve efficiency. Automating where possible to give more time and focus to other parts of my role and the wider team. Including creating different visualization tools to better understand metrics.• Train and mentor new hires on company policies, customer service best practices, and software tools, ensuring consistent delivery of high-quality service and adherence to company standards.• Collaborate with cross-functional teams to assess training needs and develop customised learning modules tailored to address specific skill gaps and enhance overall team performance.• Conduct regular performance evaluations and provide constructive feedback to team members, fostering a culture of continuous learning and professional development within the customer care team.• Facilitate workshops and group training sessions on topics such as time management, stress management, and effective communication strategies, equipping team members with the tools needed to thrive in a high-demand environment.

• Conducted comprehensive training sessions for customers to familiarize them with POS systems, ensuring smooth adoption and utilization. • Addressed customer complaints, offering prompt resolutions to ensure high satisfaction ratings.• Leveraged extensive product knowledge to effectively upsell products while providing exceptional support to customers. Consistently hitting 10K target month on month. • Provided guidance and assistance to team members in resolving complex issues, fostering a collaborative work environment.• Employed Salesforce for all customer interactions, ensuring accurate tracking and streamlined communication. • Completed thorough KYC checks on the Adyen platform to ensure adherence to regulatory standards and compliance requirements.

• Administered a web-based phone system and executed data entry tasks with precision and efficiency. • Designed and delivered impactful client presentations to showcase solutions and emphasize business benefits. • Collaborated closely with product management, consultants, and support engineers to enhance service offerings and deliver superior customer experiences.• Maintained continuity for customers through proactive and responsive post-sales support, ensuring ongoing satisfaction and retention.• Conducted product demonstrations and presentations, showcasing comprehensive knowledge of different cloud based telephony platforms.

• Collaborated closely with the sales team to drive technical sales initiatives. • Aligned objectives and bridged communications between customers and the company to accurately determine requirements and deliver customized solutions.• Developed tailored technical solutions aligned with specific customer business challenges, ensuring optimal fit and value.• Orchestrated engaging product demonstrations and presentations, showcasing comprehensive knowledge of Google Workspace products and their applications.• Demonstrated expertise in managing client expectations to maximize satisfaction; provided regular status updates to quickly resolve client requests.• Partnered with Project Management, Engineering, and internal teams to address high-priority client issues promptly and effectively.• Collaborated with partner teams to identify and monitor dependencies crucial for client success. • Spearheaded continuous process improvements to support scalability and accommodate rapid growth within the Google Workspace ecosystem. For example, assisting senior team members to build out the confluence knowledgebase we were creating on the Jira Atlassian platform which in turn provided great assistance and guidance to current and new joiners to the Google Workspace Support Team.

• Completed an IT Apprenticeship that provided a foundational entry point into the technology sector; gained essential skills to embark on a customer-centered career path.