Head Of Support
CurrentSuccessfully built a level 2 technical support team and operational contact centre team from scratch. Building knowledge through the team of the complex and evolving demands of the demand responsive transport industry. Implemented robust processes and analysis techniques to ensure that our customers, both internal and external, receive the highest level of service possible.Through the use of advanced tooling and KPIs, increased efficiencies across multiple aspects of daily activities. Which helps us to add value to others departments from pre-sales to mobilisation, post deployment hyper care into customer success, product development and engineering quality assurance testing. With a remote workforce around the world operating 24x7 hours, implemented a rigorous quality control management system, which ensures that all customer interactions are of the highest quality and meet our strict standards.In addition to building and managing our support teams, created and implemented individual development plans for our staff, based on the 70/20/10 model. By identifying areas for growth and providing targeted training and development opportunities through dedicated 1-2-1 meetings team members have been growing and some moved into other departments based on their career pathways. Importantly regular coaching and feedback sessions have been instrumental in building a culture of continuous learning and improvement, which has resulted in a highly motivated and engaged team.Continuous change and adaption is paramount with our evolving startup, we are creating something to help society and reduce carbon emissions.
