- Team leader for approx. 50 persons, CI/CX lead, colleague engagement representative.- Organise phone/video calls to handle complex or sensitive queries for high value clients with an eye to upsell and/or retain business.- Client data/feedback collation and trend analysis to understand client behaviours & needs to create innovative solutions, products and upsell opportunities. - Building trusting client & internal relationships.- Lead Continuous Improvement (CI) business initiatives and pro-actively help implement improvements.- Initiated and lead RCA/Ishikawa and improvement workshops.- Deliver talks/presentations to high interest stakeholders, directors and executives. - Lead team meetings.- 3 awards won.- Colleague representative - represent staff regarding any work related issues/concerns that are raised.

- Consumer experience strategy, design and analysis.- Analyse and evaluate client trends, needs and pain points to effectively transform them into positives by crafting innovative solutions.- Drive business forward and reduce costs by identifying the root cause of inefficiencies, resolve process issues, improve efficiency etc.- Consulted on CX for subsidiaries of the business.- Deliver talks on new projects/findings to key directors and stakeholders.- Develop and lead new initiatives from start to end.

- Building relationships with clients.- Utilising versatility and adaptability in order to deal with the large variety of personalities.- Earned commission for securing sales meetings with clients via telephone.

- Helped manage digital content and social media via CMS (content management system/s) to achieve a 233% increase in followers.- Liaised with artist's PR and management to increase our brand awareness and organise interviews, reviews etc.- Produce reviews and song overviews for artists wanting to gain exposure to their market/ demographic.- Conducted interviews with artists regarding up and coming music, tours, events etc.- Scout for new artists aligned with company values to interview, produce reviews/overviews etc.

Used diverse writing skills to write conclusive reviews on upcoming/new album releases.

- Building relationships with clients to upsell and transform initial interactions into repeat customers.- Utilising versatility and adaptability in order to deal with the large variety of personalities.