Lauren Johnston Email & Phone Number

Sydney, Nsw, Au

Sydney, Nsw, Au

London, England, United Kingdom

Managing support operations for several crucial customer segments across UKI as the largest EMEA market.- Saved time and reduced repeat callers by 40% by supporting implementation of changes to the Refund Tool API, creating cross functional working groups to coordinate amendments and created a tracker to manage proactive communications.- Reduced customer wait time by 76% and improved the CSAT scores by analysing workload data which identified a disproportionate workload allocation… Show more Managing support operations for several crucial customer segments across UKI as the largest EMEA market.- Saved time and reduced repeat callers by 40% by supporting implementation of changes to the Refund Tool API, creating cross functional working groups to coordinate amendments and created a tracker to manage proactive communications.- Reduced customer wait time by 76% and improved the CSAT scores by analysing workload data which identified a disproportionate workload allocation. Improved inflow forecasting and re-segmenting the merchants across the team.- Implemented a new premium support team to serve high value clients, creating new development opportunities and redefining target call time to allow for a premium service delivery, which improved average CSAT from 4.35 to 4.67 within 3 months.- Utilised cross functional competitor analysis to identify a gap in the market support offering, then created a dedicated bilingual team with a dedicated service line, whilst tightly controlling costs, resulting in a 30% call reduction to the front-line number.- Reduced time spent by Account Managers on support tasks by 27% and improved the perception of the support team, through analysing data to identify main issues, re-educating agents and tracking/monitoring escalations to reduce misdirected tasks.- Ensured alignment of key initiatives in line with organisational objectives, conducted project scoping, resource planning, and progress tracking, ensuring that projects were completed on time and to the satisfaction of all stakeholders.- Catered to the expansion of the Uber Direct offering by creating additional customer support set ups in line with red carpet merchant requirements, resulting in the ability to support 7 additional merchants by the end of the first year. Show less

Newcastle Upon Tyne, England, United Kingdom

Concentrated project management for five different market launches of Uber Direct across EMEA. Co-ordinated the launch of the first merchant to use Uber Direct service in EMEA by liaising with cross-functional stakeholders.- Collaborated with key stakeholders including Vendors, learning and development, central operations and product engineering to ensure agent capability that had expert product knowledge and was aligned to merchant expectations.- Created a team and the associated… Show more Concentrated project management for five different market launches of Uber Direct across EMEA. Co-ordinated the launch of the first merchant to use Uber Direct service in EMEA by liaising with cross-functional stakeholders.- Collaborated with key stakeholders including Vendors, learning and development, central operations and product engineering to ensure agent capability that had expert product knowledge and was aligned to merchant expectations.- Created a team and the associated processes and workflows, including defining the KPIs on handling, quality and call waiting time.- Successfully launched a new customer support service that performed in line with call answering KPIs from the first day of launch. Resulted in further expansion of the service across 7 other merchants by the end of the same year, and development of KPIs to cover CSAT, SLA and Refunds.- Launched two separate product support offerings in 12 months, creating and embedding new processes that resulted in increased market share.- Assessed training and development needs for new teams and adapting the material to the launch markets in line with local regulations, requiring coordination with cross regional stakeholders. - Reduced support costs by limiting the initial scope of the customer support team to specified contact types until actual inflows could be reevaluated post-launch. Show less

Newcastle Upon Tyne, United Kingdom

Promoted from customer focused entry level Expert to Lead. Oversaw regional site operations designed to onboard and support Uber partner drivers as well as Uber Eats couriers, and coordinate local feature launches and rollouts.- Performance managed team based across multi-sites, in line with HR policy and process, which led to improvement of key performance metrics.- Created an uplift in trips which improved earnings during Covid by coordinating a successful pilot of PPE, working… Show more Promoted from customer focused entry level Expert to Lead. Oversaw regional site operations designed to onboard and support Uber partner drivers as well as Uber Eats couriers, and coordinate local feature launches and rollouts.- Performance managed team based across multi-sites, in line with HR policy and process, which led to improvement of key performance metrics.- Created an uplift in trips which improved earnings during Covid by coordinating a successful pilot of PPE, working with a group of partner drivers to improve their confidence in offering services during the challenging time. Initiative was rolled out across all major UK cities.- Launched local operations of the Uber Eats product in North East, UK. Lead in onboarding implementation and co-ordinated process improvements from cross functional stakeholders as well as local teams. Show less

Newcastle Upon Tyne, United Kingdom

-Face to face interactions with Partner Drivers in order to provide support and assistance in relation to the Uber Driver app, payments, earnings, and customer feedback.-De-escalating potentially problematic conversations with extreme care and empathy, and ultimately working through to resolve the issue. -Hosting presentations that involve public speaking, providing information on local licensing processes and regulations, as well as introducing drivers to partnering with Uber and… Show more -Face to face interactions with Partner Drivers in order to provide support and assistance in relation to the Uber Driver app, payments, earnings, and customer feedback.-De-escalating potentially problematic conversations with extreme care and empathy, and ultimately working through to resolve the issue. -Hosting presentations that involve public speaking, providing information on local licensing processes and regulations, as well as introducing drivers to partnering with Uber and giving them all relevant information in order to best utilise the app and expand their business. -Planning and executing city-scale events such as the North East’s annual birthday celebrations, three Iftar Meals, as well as Partner Driver focus groups, Coffee Mornings, and Seasonal Social Events. Show less

Newcastle Upon Tyne, United Kingdom

-The first point of contact for agents where they need either a second opinion, a more complex question answered, or a difficult call escalated at the request of the customer. -Closing the loop on a case by case basis by recontacting the customer to confirm the issue has been resolved. -Performance management and coaching for agents who are not meeting their KPIs, underperforming, or have requested additional support via 1:1 discussion and analysis. -Leading daily huddles to align… Show more -The first point of contact for agents where they need either a second opinion, a more complex question answered, or a difficult call escalated at the request of the customer. -Closing the loop on a case by case basis by recontacting the customer to confirm the issue has been resolved. -Performance management and coaching for agents who are not meeting their KPIs, underperforming, or have requested additional support via 1:1 discussion and analysis. -Leading daily huddles to align on the tasks and targets for the day, reiterate best practices, and foster a relaxed and open environment while boosting morale. Show less

Newcastle Upon Tyne, United Kingdom

-Continuously meeting and exceeding targets for KPIs on a monthly basis.-Politely and effectively assisting customers and resolving their issue-Particularly adept at understanding a customer’s real concerns beyond their stated query, which regularly involves sensitive information regarding a case’s outcome. -Confidently delivering more complex information in a friendly and professional manner, often these conversations will involve clarifying the unfavourable result of an… Show more -Continuously meeting and exceeding targets for KPIs on a monthly basis.-Politely and effectively assisting customers and resolving their issue-Particularly adept at understanding a customer’s real concerns beyond their stated query, which regularly involves sensitive information regarding a case’s outcome. -Confidently delivering more complex information in a friendly and professional manner, often these conversations will involve clarifying the unfavourable result of an investigation with a high level of sensitivity.-Consistently thrived in an often highly pressurised and volatile aspect of e-commerce and online shopping. Show less

Newcastle Upon Tyne, United Kingdom

Based in front of house, being the first person the client encounters, which was very important for building a rapport with regular clients.Polite and friendly telephone manner, while taking clear and concise notes.Typing important letters and legal documentation, in a way suitable for liaising with estate agents, other law firms and public sector offices. Maintained a comfortable office dynamic, in close quarters with colleagues.

Art & Design

As Level

Gcse