Melissa John-Baptiste Email & Phone Number

As a Team Manager at Monzo Bank, I lead a high-performing team within a dynamic fintech environment, driving excellence in customer operations and enhancing overall performance. My role involves a mix of team leadership, and operational management to ensure the delivery of exceptional customer experiences and support the company’s growth objectives.Key Responsibilities:- Team Leadership: Manage and mentor a team of customer operations staff, focusing on performance management, staff development, and wellbeing. Provide guidance and support to ensure high levels of team engagement and productivity.- Performance Management: Oversee team performance metrics, conduct regular reviews, and implement strategies to enhance operational efficiency and meet KPIs.- Operational Excellence: Ensure smooth day-to-day operations by handling complex customer queries, resolving escalations, and implementing process improvements.- Project Management: Lead and coordinate cross-functional projects, including the design, integration, and training of new processes and systems. Collaborate with Learning and Development to create and deliver training programs.- Risk and Issue Management: Identify potential risks, develop mitigation strategies, and address critical issues promptly to maintain service quality and compliance.- Employee Relations: Chair employee relations cases and make decisions consistent with Monzo’s values, ensuring fair and equitable treatment of all staff.

London, England, United Kingdom

After being accepted to the Payments Specialist team, responsibilities included:- Investigating missing transfers, and direct debits, helping manage customers who are switching to Monzo.- Helping customers who are having trouble with the payment schemes used (Bacs, CASS, Faster Payments).- Investigating and resolving issues with direct debit disputes and direct debit indemnity claims. - Relaying Mastercard merchant acceptance issues to experts.- Managing cheque processing and helping customers with these queries.- Investigating faster payment and international payments.- Investigating credit payment recoveries and missing faster payments.

London, England, United Kingdom

Whilst working on the overnight team at Monzo, further skills were developed to assist the Vulnerable Customers team.- Identifying customers who are in a vulnerable situation and helping with the next steps to support them.- Helping people with various predicaments be fully understood by Monzo, so we can help them to the best of our ability now, and in the future. - Talk to individuals who are struggling to afford basic necessities, and find them the right help and support via signposting to external companies.- Talk to customers who mention suicide, and figure out the best way to help them.- Advise other individuals in the customer operations team on phrasing and actions for vulnerable individuals.

London, England, United Kingdom

After being accepted to the Social Media team, responsibilities undertook were:- Helping individuals via social media platforms - via private messages or publicly.- Going above and beyond in providing valuable support to individuals.- Contributing to content creation.

Saint Lucia

As a Marketing Manager at Forest Springs, a dynamic food and beverage company based in the Caribbean, I lead strategic marketing initiatives that drive brand visibility and market growth. My role encompasses a broad range of responsibilities, allowing me to leverage my expertise in both strategic and operational aspects of marketing.Key Responsibilities:- Strategic Marketing Leadership: Spearhead the development and execution of comprehensive marketing strategies across multiple channels. This involves crafting campaigns that align with market trends and customer preferences to enhance brand presence and drive engagement.- Cross-Functional Collaboration: Direct and collaborate with cross-functional teams on major projects, including rebranding, product design, and online platform launches. Ensure that all marketing initiatives are seamlessly integrated with overall business objectives.- Data-Driven Decision Making: Utilize data analysis and market research to inform strategy, optimize campaign performance, and make informed decisions that contribute to achieving key business goals.- Stakeholder Management: Build and nurture relationships with key stakeholders, including directors, employees, and customers. Work closely with the sales team to develop marketing materials and strategies that support revenue growth and market expansion.- Project Management: Oversee and manage major marketing projects from conception to execution, including budget management and performance tracking.Key Achievements:- Brand Visibility: Successfully enhanced brand visibility through targeted marketing campaigns, leading to a significant increase in market reach.- Major Projects: Led the rebranding of Forest Springs, including the development of new product lines and the launch of updated online platforms.- Market Penetration: Drove market expansion efforts through strategic alignment of product offerings with customer insights and market trends.

London, United Kingdom

Responsibilities undertaken included:- Being the first point of contact for customers' questions, problems, feedback, and compliments.- Being able to understand a customer's issue, and fix problems quickly.- Providing the best customer support by talking directly and honestly, as well as developing a deep understanding of what the community wants and needs from a digital bank.- Communicating with customers through a variety of different mediums including calls, in-app chat and email.- Working closely with the financial crime team to help identify and investigate trends.- Investigating and making decisions about payments made on stolen cards, and scam websites.- Understanding, prioritizing, and escalating customer feedback and feature requests to the product team.- Supporting other members of the customer support team by escalating to other specialists.

London, United Kingdom

After being promoted to a Grade 2 Lettings Associate, responsibilities include those of a Grade 1 Lettings Negotiator:- Delivering impeccable customer service at every opportunity - Registering new customers, booking and conducting property viewings - Negotiating offers between applicants and landlords - Aiding the growth of the branch through canvassing, prospecting and obtaining referrals - Collating and ensuring all documents are suitable prior to move-inAs well as:- Managing the branch if and when the Branch Manager is unavailable- Attending market appraisals and valuations with landlords looking to work with Haart- Providing accurate market figures via RightMove Plus for new and existing landlords - Negotiating fees and services with landlords, including upselling relevant products, i.e. FlatFair, Rent and Legal Protection, etc.

London, United Kingdom

As a Grade 1 lettings associate with haart estate agents, the responsibilities I undertake on a daily basis, thus far, include:- Delivering impeccable customer service at every opportunity- Registering new customers, booking and conducting property viewings- Negotiating offers between applicants and landlords- Aiding the growth of the branch through canvassing, prospecting and obtaining referrals- Collating and ensuring all documents are suitable prior to move in

London, United Kingdom

As Dyson opened it's flagship retail store on Oxford Street in July 2016, I have the pleasure of being one of the Part-Time Retail Experts that work at Dyson Demo Flagship Store on Oxford Street. Tasks I carry out include:- Having excellent product knowledge of all Dyson products and providing high-quality service- Carrying out refunds and returns in back of house and ensuring standards are kept- Cord-free and air treatment brand specialist for Dyson Demo- Awarded first part-timer Employee of the Month in December 2016- Training Direct Dyson Retail Experts in the London area (including Oxford Street, and the mall demos in White City and Bluewater)- Updating internal training tools for Retail Experts including specific product knowledge for all products- Supporting Assistant Store Managers in interviewing potential candidates for the Retail Expert role in the Oxford Street Store

London, United Kingdom

- Selling virgin hair to customers in-store and online transactions via the bespoke system- Providing support for customers if they have a query and/or complaint via emails, social media, telephone- Dealing with the social media aspect of the business – attracting and retaining customers, advertising deals, sales and posts through Instagram, Facebook, Twitter, Pinterest- Evaluating different avenues of the business long-term, i.e. how better to attract new customers, how to improve the bespoke system, how to improve the website etc.

Dubai, United Arab Emirates

- Providing support to the operations department (inbound, outbound and warehouse logistics)- Researching customer retention methods, customer exploratory methods and new industries the company could undertake (i.e. automotive, OSP, retail, etc.) through extensive research and direct contacts with companies- Researched customer exploratory methods - researched potential clients, found relevant information (i.e. who the 3PL contract is with, what industry they're involved in, what they're looking for in a 3PL provider, financial statements for the previous years, forecasted statements, etc.)- Creating a database to illustrate all of the information accumulated to present to managers

Dubai, United Arab Emirates

- Updated information into the bespoke IT systems- Completed documentation regarding the inbound, outbound and processes of the warehouse- Completed filing, photocopying, and faxing

Master Of Business Management, Business Management

Activities and Societies: Brunel Entrepreneurs, Bright Futures, Kairos Society. Modules included: Business Planning, Entrepreneurship.

International Business Bsc With Professional Development, International Business, 2:1

Activities and Societies: Brunel Volunteering, Arabic Beginners Fast Track Course, Brunel Entrepreneurs, Brunel Dance Society, Brunel.

Education record

Activities and Societies: Student Council Member (2005 – 2007), Part of the school rounders and netball teams (2005 – 2010), Elected.