Highly successful in delivering positive resolutions and managing client relationships, customer service and engagement in an online, high performing, fast paced environment. Extensive experience running the moderating team for the UK’s largest parenting site. I’m able to orchestrate complex situations and build trust through excellent communication skills and accountability. Key Achievements• Revamped communication strategies for Mumsnet a very large, fast paced forum with over 12 million monthly pageviews and over 30,000 posts a day.• Trained, supported and co-ordinated a team to work around the clock to communicate vital changes to over 10 million anxious users’ accounts after a serious DDoS security breach, retaining 90% of users.• Improved internal communication to significantly increase productivity - wrote a training workshop for all staff and new recruits which facilitated a more cohesive and collaborative culture.• Increased productivity by 30% - by leading the creation of a Community Management Guidelines Handbook for all staff, giving clear instructions on how to manage all moderating situations. • Improved customer satisfaction by 20% - through creating email templates to aid efficiency and productivity of community staff, resulting in faster response times. • Defused conflict - by devising empathetic solutions leaving all parties feeling satisfied and positive, with an overall 80% success rate, including irate users, troll hunters and troublemakers.• Introduced a Troll catching system with an 80% success rate. • Grew the site’s signature Christmas appeal to double in size year on year - increasing efficiency and reduce staff hours while maintaining its core values of personalised compassion and human connection.• Successfully implemented new protocols when 2013 Defamation Act and GDPR compliance brought about crucial new changes and moderation policies.