I excel in ensuring that all client interactions are handled with the utmost professionalism and care. My role involves travelling across the UK to personally collect cars, showcasing my commitment to hands-on service and ensuring quality at every turn. Additionally, I manage daily customer inquiries, providing timely and effective responses to maintain high levels of satisfaction and foster lasting relationships I focus on building strong collaborations and streamlining operations, always… Show more I excel in ensuring that all client interactions are handled with the utmost professionalism and care. My role involves travelling across the UK to personally collect cars, showcasing my commitment to hands-on service and ensuring quality at every turn. Additionally, I manage daily customer inquiries, providing timely and effective responses to maintain high levels of satisfaction and foster lasting relationships I focus on building strong collaborations and streamlining operations, always keeping customer needs at the forefront of every decision. Show less

I was appointed into this role to support this start up organisation with their rapid growth plans. This involved initially managing a team of 10 and I sustainably grew this and developed this function which now holds 40 customer service agents across multiple departments. A key element of the role was devising and implementing quality assurance processes and required documents, and established a robust talent management strategy.I adopt a continuous improvement approach and implemented… Show more I was appointed into this role to support this start up organisation with their rapid growth plans. This involved initially managing a team of 10 and I sustainably grew this and developed this function which now holds 40 customer service agents across multiple departments. A key element of the role was devising and implementing quality assurance processes and required documents, and established a robust talent management strategy.I adopt a continuous improvement approach and implemented various initiatives to improve Improvedthe weekend and developing self-serve functions. I ensured I positively collaborated across the organisation regarding new products to ensure customer communications were consistent and order times were accurately fulfilled. Show less

In this role I effectively utilised data insights from CRMs and BI to identify peak period trends whichenabled improved labour resource planning ensuring the best in class customer service. I also created,developed, and implemented a pro-active customer flow which allowed faster first touch resolutions. Imade sure to prioritise the importance of the duty of care throughout the customer journey and trainedthe team to effectively consider vulnerabilities to ensure appropriate… Show more In this role I effectively utilised data insights from CRMs and BI to identify peak period trends whichenabled improved labour resource planning ensuring the best in class customer service. I also created,developed, and implemented a pro-active customer flow which allowed faster first touch resolutions. Imade sure to prioritise the importance of the duty of care throughout the customer journey and trainedthe team to effectively consider vulnerabilities to ensure appropriate safeguarding was upheld. Show less

As a freelance consultant I made sure to understand each organisations’ objectives and challenges tosupport them in improving their customer experience functions. Key projects included:Initiating pre-purchase to post purchase workflows and processes/policies for customersupport guidance which included literature for multiple channels achieving an increase incustomer satisfaction and brand awareness.- Devising and implementing transparent guides for all inbound channels… Show more As a freelance consultant I made sure to understand each organisations’ objectives and challenges tosupport them in improving their customer experience functions. Key projects included:Initiating pre-purchase to post purchase workflows and processes/policies for customersupport guidance which included literature for multiple channels achieving an increase incustomer satisfaction and brand awareness.- Devising and implementing transparent guides for all inbound channels which were designedfor internal and BPO staff.- Increasing exposure across e-commerce platforms through improving website content. Show less

Strategically Adapted During Covid-19 Pandemic: Formulated budget forecasts to drive costreductions and enhance efficiency within the company's financials.-Streamlined operations by establishing an effective internal process, thereby mitigatingoverall workload.-Oversaw the development of the organisation's website and introduced an intuitive digital donationsystem to boost contributions.-Redesigned the Day Visit Tours package, increasing the frequency from 3 to 15 tours… Show more Strategically Adapted During Covid-19 Pandemic: Formulated budget forecasts to drive costreductions and enhance efficiency within the company's financials.-Streamlined operations by establishing an effective internal process, thereby mitigatingoverall workload.-Oversaw the development of the organisation's website and introduced an intuitive digital donationsystem to boost contributions.-Redesigned the Day Visit Tours package, increasing the frequency from 3 to 15 tours monthly. Thisresulted in:○ Enhanced financial and in-kind donations for animal care.○ Amplified positive feedback on TripAdvisor, fortifying our organisation's social reputationand credibility.○ Organisational Growth: Paved the way for a new position of Tour Operator due to increaseddemand. Show less

Represented top-tier brands, such as Nokia, Xbox, HSBC, Crabbies, and Samsung at various eventsand campaigns.- Advocated brand values, promoted products, and increased customer engagement and acquisitionthrough strategic brand representation.- Coordinated with marketing teams to align brand ambassador strategies with overall marketinggoals.-Planned and executed marketing events, ensuring brand visibility and engagement.- Managed logistics, liaised with vendors, and… Show more Represented top-tier brands, such as Nokia, Xbox, HSBC, Crabbies, and Samsung at various eventsand campaigns.- Advocated brand values, promoted products, and increased customer engagement and acquisitionthrough strategic brand representation.- Coordinated with marketing teams to align brand ambassador strategies with overall marketinggoals.-Planned and executed marketing events, ensuring brand visibility and engagement.- Managed logistics, liaised with vendors, and supervised event teams for smooth execution.-Monitored event success through feedback collection and post-event analysis.-Acted as the primary point of contact for clients and customers, ensuring timely and effectivecommunication.- Resolved customer issues and concerns, fostering a positive brand image Show less