London, England, United Kingdom
As a Solutions Consultant at Synthesia, I bring over 8 years of experience in customer success, onboarding, and operational excellence. My work supports the adoption of cutting-edge AI video generation technology, with a focus on delivering seamless solutions for our customers. Leveraging my expertise, my mission is to enable teams and businesses to thrive through scalable onboarding strategies and innovation-driven solutions.
• Onboarded 130+ new clinician joiners in a 2 year period, contributing to 77% year-on-year increase in appointments and 94% of appointments being delivered in 8 hours • Completed mock consultations with new clinical team members, ensuring they are added to relevant IT systems and are confident to start their roles • Led ongoing compliance checking for both clinicians and clinical operations staff of 710+ to ensure the target of 85% completed compliance is achieved • Prepared and presented compliance report for the business during ISO 27001 Verification Audit ensuring compliance rate was above 98% • Developed training modules on Articulate 360 software for new joiners in the teams across the business • Tracked and reported on course completion rates presenting monthly reports to Operations Managers • Drove workforce engagement through organising and chairing quarterly 2-hour virtual events for new joiners with different teams within the Operations department providing an overview of their work • Managed team projects to ensure they were on track and projects were distributed evenly among the team members
• Led implementation and developed SOPs for new products and services within the business • Oversaw onboarding and verification processes of our users, ensuring that information on our databases is up-to-date • Hired and trained new joiners, ensuring the training received aligned with the company’s vision and mission • Oversaw the Customer Success team, keeping track of team and individual KPIs, ensuring that standard of the team’s work is consistently high • Developed internal operations and customer success processes handbook for the company • Main contact point for escalated customer complaints and feedback
• Dealt with customer queries and feedback in an efficient and professional manner, was the main contact point for escalated customer complaints and feedback • Liaised with the IT and Product teams to report system failures and enhance UX • Oversaw onboarding and verification processes of our users, ensuring that information on our databases was up-to-date • Carried out promo campaigns, analysed their performance and customer data to provide recommendations to the management
• Embraced the opportunity in the hospitality sector to improve decision making, leadership and team work skills in a customer-facing environment • Provided superior customer service to the guests, striving to optimally represent the company and guarantee customer satisfaction • Trained new team members by coaching and providing feedback on performance
Successfully developed and implemented ideas for social media advertising campaigns and increased brand awareness across social media platforms for clients from a broad range of industries, e.g. sports equipment manufacturers, imported alcohol brands