Leading a global team of customer advocates. Customer Support, Success, and Education.

Leading Customer Support, Success and Education.

Leading Global Customer Support and UK Customer Success

Reporting to the Chief Operations Officer, responsible for leading the Customer Support department and delivering excellent customer experiences.

My primary role is as Deputy to Head of Customer Services, line managing the Customer support team and managing operational and BAU services we provide. This includes ensuring that an exceptional experience is delivered to our customers, driving the team to reach and exceed KPIs and strategic targets, creating and implementing new initiatives, providing guidance and coaching for the team, working in cross-functional teams to achieve company goals, escalation and incident management.

Deputy to Head of Customer Support Services. Responsible for the creation, implementation and maintenance of Customer Support Service processes and systems. Focused on the quality of the services we provide and continuous improvement. Programme coordination for technical migration projects for close to 200 customer sites. Key tasks include the management of internal and customer facing projects, quality assurance and process creation and maintenance.

Responsible for the BAU coordination of the solutions support team, including case and escalation management.

Responsible for the ongoing BAU support of our customers.

Leading Cisco distributor. Working as part of the strategic sales team, I took on all sales based support tasks including; customer service, sales aftercare, sales quoting, shipment coordination, reporting, and providing general support and cover to senior colleagues. Utilising bespoke systems and procedures to ensure customer satisfaction and working towards targets.