Robert Watts Email & Phone Number

London, England, GB

London Area, United Kingdom

• As an Operations Analyst working in the Customer Experience team, I utilise data-driven insights and process improvement strategies to enhance customer satisfaction and streamline operational efficiency. Highlights:
• Part of a small team that successfully established our customer support platform, I collaborated with the product team and engineers to ensure its smooth implementation, enabling the bank to begin handling calls and.
• Established our internal knowledge bank hub and processes, enabling Customer Operations specialists to access relevant materials while ensuring a positive customer experience.
• Responsible for implementing our FAQs, macros, and chatbot. Analysed customer data to understand inquiries and created effective customer-facing materials.I'm currently working on a project to implement an AI system.

London Area, United Kingdom

• I was the first Customer Operations specialist hired, tasked with various responsibilities including:
• Providing customer support via live chats and email.
• Training new staff members.
• Handling tasks in Payments, Onboarding, Card Operations, Vulnerable Customers and Complaints.
• Developing training materials.
• Collaborating closely with the product team to report app issues and provide customer feedback.

London Area, United Kingdom

• Worked within the Customer Success team, where I:
• Collaborated closely with account managers to address client inquiries.
• Provided assistance to clients via email and phone.
• Took the lead on resolving disputes.
• Developed strong relationships with clients.

London, United Kingdom

• Joined Starling Bank during its early startup phase, where I:
• Provided customer support via live chat, email, and phone.
• Served as a floor walker, addressing agent queries.
• Acted as the first point of contact for handling complaints.
• Worked within the business onboarding team, assisting in opening business accounts as needed.
• Was nominated for the "Most Helpful" award by colleagues.

• Worked as a sales assistant on the shop floor, where my responsibilities included:
• Assisting customers at the till point.
• Handling delivery tasks.
• Promoting and selling store credit scores.
• Leading suit hire services.
• Ensuring achievement of store KPI targets.