Writing scripts specialising in drama and thriller with key focus on unexpected twists.

• Working with a mix of new, developing and tenured team of 24• Delivering Team Learning Sessions and Huddles on time weekly• Completing all 121 and coaching sessions• Engaged in Team Leader meetings and offered input• Developed new reporting for department to improve performance• Liaised with teams based globally on weekly basis• Lead change from external dept support of WorkForce Planning to internal• Improved all metrics inc. performance, absenteeism and engagement• Collaborated on Think-A-Thon (annual innovation program) 2020 project while navigating early lockdowns• Strong promotion record from my team• Disciplinary management• Drive innovation through use of new tools or new methods to drive performance• Supported dept move from segmented case management to global upskilling

• Outbound and inbound sales of payment gateways to merchants across Europe for e commerce (websites, mobile apps)• Analyzing business models for the most cost effective solution for a merchants business.• Advising on the best payment solution from initial set up to website integration• Managing all accounts from initial set up until the end of their first 6 months of trade• Up sells/ cross sells to existing accounts to increase company revenue and to strengthen the merchants’ relationship with the company to promote future business• Lead prospecting to develop future business for the company and to assist in reaching monthly targets• Managing a busy inbound line and adhering to SLA’s• Meeting and exceeding monthly revenue targets, KPI’s and PDP goals.• Using systems such as excel power point and salesforce• New hire mentoring

• Working with a mix of tenured, developing and new team mates• A total of 12 (5 UK, 4 FR and 3 IT)• Leading team mates to provide a first in class after sales care for new and upgrading merchants• Delivering coaching and performance development• Interviewing for new hires• Coaching on individual monthly targets• Call calibration sessions

• Specific targets for increasing PayPal’s share of total payment• Work directly with merchants on the phone or via email• Work with other departments to address and resolve merchant issues• Research and problem-solving, strategic sales• Have always helped with taking outbound and inbound Escalations• New hire mentor for the UK and AU business• Stand in Senior Agent for UK• Contingency Senior Agent for SENE market