Responsible for Customer Support team performance.- Developed and reported on CS team KPIs (FRT, contact rate, responses per hour, CSAT, etc.)- Improved Support automation and tooling - implemented and optimised AI support agent and Customer Support conversation architecture, significantly increasing Support team efficiency and scalability- Streamlined and automated reporting system to ensure key feedback from customers was distilled to the relevant business area, fostering… Show more Responsible for Customer Support team performance.- Developed and reported on CS team KPIs (FRT, contact rate, responses per hour, CSAT, etc.)- Improved Support automation and tooling - implemented and optimised AI support agent and Customer Support conversation architecture, significantly increasing Support team efficiency and scalability- Streamlined and automated reporting system to ensure key feedback from customers was distilled to the relevant business area, fostering cross-functional collaboration and ensuring that customer sentiment was understood and acted upon- Ensured efficient Support capacity - recruiting in key regions and managing team rota, with team members based in Europe and the United States across 5 time zones- Created and continuously improved on-boarding process and materials, including internal documentation on daily operations, membership logistics, 3rd party SaaS platform FAQs and How-to's.- Used data-backed approach to identify and execute Support team training needs and opportunities to ensure first-class customer interactions and resolutions Show less

- E-commerce optimization across multiple channels: Amazon, Etsy, Ebay, Walmart, Shopify (listing, CRO and account quality optimisation)- Managed ~$40k per month Amazon advertising budget- Creation and implementation of customer journey from beginning to end- Global Product, Customer Service, Operations, Logistic and Administrative team management- SEO, copywriting, content creation, analysis and report writing across e-commerce, charity and wellness sectors

VIVID Travel was a long-haul specialist travel start-up. I was responsible for developing our team of six Travel Designers and nurturing their confidence in sales, customer service and VIVID processes.

With promotion to Senior Specialist I took on greater responsibilities within department; arranging training sessions for our growing team of Canada Specialists, and providing additional support and training for new starters, as well as sharing feedback from travelling clients to improve processes and create more effective SOPs.

Creation and conversion to sale of high-quality tailor-made itineraries for Audley clients to Canada & Alaska. I was ultimately responsible for the planning, selling and implementation of travel itineraries. Demonstrating a total commitment to customer service, whilst exceeding KPI's in a fast-moving sales environment, maximising booking numbers and revenue.