As a Senior Customer Success Manager, I lead initiatives for NHS primary care clients, managing over 400 GP practices and four Integrated Care Boards. I focus on enhancing customer satisfaction and retention through proactive engagement and strategic partnerships. I train teams on advanced analytics software, conduct business reviews to monitor health scores and KPIs, and implement retention strategies. My data-driven approach ensures evidence-based improvements enhanced by SaaS best practices to deliver personalized support in GP practices, ultimately enhancing patient care outcomes.

I managed approximately 150 business-to-business clients, focusing on acquiring new clients, retaining active accounts, and reviving lapsed relationships. I set quarterly targets based on year-on-year statistics and revenue risk reports, utilizing key performance indicators to track my progress and promote long-term, profitable relationships.During my tenure, I participated in internal leadership courses, led team buzz sessions, and transitioned to managing a more valuable client base. I consistently presented bespoke multi-platform solutions that demonstrated quantifiable returns on investment while overseeing various aspects of clients’ marketing strategies.Key Skills included the following; • Digital marketing• Traditional marketing• Content marketing• Search engine marketing (SEM)• Search engine optimisation (SEO)• Video marketing• Direct marketing• Event marketing• Product marketing

As an Event Instructor and Coordinator, I guided individuals and large groups of all ages in the safe use of Segways, prioritizing clear communication and a positive experience. I managed equipment time and battery life to ensure seamless event operations and conducted on-site risk assessments to uphold safety protocols. I handled cash transactions, reconciled accounts, and sold merchandise. Additionally, I transported equipment safely between event locations, cultivating strong customer service skills that encouraged repeat business and positive recommendations.Key Responsibilities: • One-on-one and group instruction on Segway usage • Merchandise sales and cash handling • Time and battery management for equipment • Conducting safety assessments and ensuring compliance • Driving company vans for equipment transport

In this role, I focused on delivering what Starbucks defines as 'world-class customer service.' My friendly and approachable demeanor created a welcoming environment for customers, encouraging them to engage and ask questions. I was enthusiastic about expanding my knowledge of beverages, which made my work engaging and dynamic. I also developed transferable skills such as effective communication, teamwork, organization, problem-solving, multitasking, and attention to detail.Key Responsibilities: • Prepared and served a variety of beverages, including coffee and specialty drinks. • Maintained cleanliness by sanitizing work areas and equipment. • Organized and cleaned service and seating areas. • Provided detailed descriptions of menu items and made product recommendations. • Assisted customers by taking orders and processing payments. • Managed stock supplies, including ordering and distribution.

During my time at Subway, I had the opportunity to enhance my leadership skills and collaborate effectively within a team environment.Key Responsibilities: • Managed staff breaks to ensure smooth operations during shifts. • Trained new employees to uphold service standards. • Handled cash transactions and performed safe counting. • Processed stock orders to maintain inventory levels. • Addressed customer complaints to enhance satisfaction. • Safeguarded the premises by securing the property at the end of each day.