As Senior Customer Support Manager at Coats Digital, I am entrusted with overseeing and enhancing the customer support operations for our innovative digital solutions. Leveraging my expertise, I lead a dedicated team in delivering exceptional service to our global clientele, ensuring seamless implementation, troubleshooting, and ongoing support.In this role, I collaborate closely with cross-functional teams to streamline processes, optimize customer experiences, and drive continuous improvement initiatives. Through strategic planning and proactive communication, I uphold Coats Digital's commitment to excellence and customer satisfaction in the digital realm.

In addition to my roles in ThreadSol, I also manage a number of positions including:Helpdesk: Continuing my previous role of management of the ThreadSol support desk, I have also undertaken support of GSD software. Supporting over 300 clients worldwide, including leading industry brands I deal with a range of client levels from junior engineers to senior management.Project Planning: Working with and providing management to our training delivery team, it is my responsibility to ensure delivery of training documentation and materials to customers along with planning training manager resource for GSD implementation projects.Product Implementation: As part of the delivery process, I am also responsible for remote application installation and assisting customers with initial hardware and software questions prior to training commencement.

- Champion the customers throughout the global business (100+ clients and 5 products), balancing customer needs with business requirements and presenting a compelling case for internal change and improvement- Measuring and reporting. Agree priorities and standards and then manage the CS team to deliver them- Troubleshooting. As problem areas for customer service are identified, must engage the development team to agree on priorities and then engage to address these areas and make the planned changes quickly and effectively- Training. Ensure continual up-skilling in customer services through evaluation, development and training of staff- Planning. Work with the Development and PD team to drive continual improvement in technology, processes, service and product design and build. Establish and test new strategies to improve the customer service experience.- Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the company’s needs. Ensure that poor performance is not tolerated and is remedied via support, training or disciplinary action as appropriate. Liaise with Human Resources on all employment issues.- Specific tasks (not an exclusive list, but indicative): i) attend weekly sales and build meetings ii) produce a monthly report based on queries reported iii) escalated customer issues, act promptly and where necessary - Inventory management and budgetingof Implementation kits

Undertaken a project to redesign the Production Floor of Mothercare (Plant Layout).

As an intern at Shahi Exports, I spearheaded the research and development of standard operating procedures across eight diverse departments within the unit. These departments encompassed Training, Embroidery, Fabric Store, CAD, Cutting, Sewing, Finishing, and Warehouse operations.Additionally, I led a significant project on Time Study, enhancing operational efficiency and optimizing resource allocation at Shahi Exports.

I had a wonderful opportunity to learn about textiles and see various kinds of denim fabrics.