London Area, United Kingdom
✏ Tenacious enthusiasm to learn new skills whilst achieving optimal business results alongside personal targets. 🔢 Recognized and committed problem solver with a data-driven and analytical perspective. ⭐ Determined to provide great experiences for customers and clients. 💹 An aptitude for efficacious application of new technologies to rejuvenate traditional business processes. 👨🏫 Natural and accommodating trainer, teacher and facilitator, showcased in work as a Special Educational Needs (SEN) teaching assistant, football and cricket coach. Ambitious and adaptable individual. 🤝 Patient and understanding leader, with a diplomatic approach in the redesign and launch of integral processes. 🔋 Energetic and approachable, with an eagerness to support and teach people of all backgrounds. 🏏A love for travel and avid cricketer! 🚗 Holder of full UK driving license. 📋 REFERENCES Available upon request
Global Quality & Operations Management: Accomplished a consistent company-leading customer satisfaction score of 4.9/5 by modernizing Microsoft Advertising’s interactions with clients and customers. • Structured Quality Partner Meetings – Effective coaching of fundamental soft skills such as demonstrating an empathetic tone towards customers, being attentive and accommodating to their needs. Encouraging un-scripted personable communications. • Partnership with Stakeholders – Facilitated the learning of new product knowledge for frontline advocates through effectual communications with Engineering. • Voice of the Customer – Responsible for vocalizing customer frustrations regarding slow and confusing resolutions to Engineering. Collaboratively focused on resolving issues for accelerated support delivery to customers. Microsoft Advertising Coupon Management: Complete management of $500k budget. Delivery and process redesign of a new performance-based coupon resulting in a ROI of 62%. • Coupon Distribution – Restructured SharePoint site allowing for easier obtainment and tracking of coupons, reducing process inefficiencies. • Process Redesign – Remodelled and implemented an advanced internal coupon process to allow advocates to more readily and easily provide coupons to new and existing advertising customers. Microsoft Advertising Social Media Support Release: Orchestrated a new support modality through Facebook and Twitter, providing customers with an alternative method of engaging with support advocates. • Tooling and System Design – Coordinated the adoption of Sprinklr to manage social-support interactions. Constructed case management workflows and social media listening algorithms to improve CSAT scores and find new customers. • Support Delivery and ‘Go Live’ – Successfully presented facilitator training to coaches and team leads. Project was launched on schedule and aligned with Key Performance Indicators.
Business Intelligence & Analytics: Proactively collected information from different sources to recognize areas of concern. Communicated with leadership teams for effective decision making. Efficiently produced content for managers and leaders to use in their business reviews. • Performance Reviews – Assembled actionable views and insights for performance reviews covering High level KPI’s, Financials, Headcount and Risks, facilitating operations within respective teams and reducing material risks within the business. • Stakeholder Business Reviews – Produced accurate and timely reports to enable leaders to assess the health of the business and make constructive decisions.