Experience

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  Kantar

  Aug 2004 - Oct 2011

  Project control coordinator

  • Maintain and monitor project plans, project schedules, work hours, budgets and expenditures.• Ensuring project deadlines are met.• Determine project changes.• Provide administrative support as needed.• Undertake project tasks as required.• Develop project strategies.• Ensure projects adhere to frameworks and all documentation is maintained appropriately for each project.• Asses project risks and issues and provide solutions where applicable.• Create project management calendar for fulfilling each goal and objective. Show less

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  Research now ssi

  Oct 2011 - Mar 2017

  • Analysed data to aid with creation knowledge base from scratch on appropriate responses to customers’ questions.• Reviewed, appraised, and improved the performance of team members to increase the level of client satisfaction. • Analysed customer trends through creation of accurate reporting. • Fulfilled team performance milestones in speed, accuracy, and volume. Key Contributions:• Oversaw implementation of Oracle and Zendesk software for customer service interactions.• Gained productivity and lowered the number of incoming requests by 15% through enriching the FAQ library and customer service knowledge base. Show less

  • Customer Service Team Leader

    Jul 2014 - Mar 2017

  • Customer Service Advisor

    Dec 2012 - Jul 2014

  • Project Manager

    Oct 2011 - Dec 2012
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  Dynata

  Mar 2017 - May 2020

  I provided leadership to a dynamic team, which included a Business Development and Partnership Manager, ensuring the prompt and successful execution of daily tasks. Key highlights of my role included:• Cultivating a comprehensive understanding of the economic dynamics associated with each assigned partnership, enabling informed decision-making and strategic planning.• Elevating partner satisfaction levels and nurturing partner relationships by actively exploring new collaborative opportunities and avenues for mutual growth.•Orchestrating the initiation and management of new partnerships, as well as supporting the expansion efforts for existing partners by closely collaborating with our tech teams.• Facilitating the expansion of integrated partnerships in the EMEA region that I both sourced and managed, while also building and sustaining robust relationships with strategic partners to enhance our business offerings. Show less I maintained seamless working operations by leading a robust quality assurance and customer service team comprising 100+ employees across four global locations. My approach has focused on continuous improvement in various aspects, including people, technology, processes, service, product design, and build.• Implemented Key Performance Indicators (KPIs) to assess and enhance team and business performance, fostering a culture of accountability and achievement.• Spearheaded ongoing improvements in people, technology, processes, service, and product design, driving efficiency and enhancing the customer experience.• Innovatively devised and rigorously tested new strategies to optimize the customer service journey, resulting in increased customer satisfaction and loyalty.• Served as the primary point of escalation for complex or sensitive customer issues, resolving them swiftly and effectively.• Skillfully managed team budgets and led the recruitment and selection of new staff members as per organizational requirements, ensuring the right talent is in place to meet objectives.• Designed high-quality training materials that could be efficiently scaled across both new hires and the existing team, facilitating consistent skill development and knowledge transfer. Show less • Successfully managed the entire customer service operations for EMEA & AMER, overseeing a team of 30+ employees located across three global locations.• Established, monitored, and consistently achieved team KPIs, resulting in improved overall performance and customer satisfaction.• Developed and enhanced customer service procedures, policies, and standards for the department and the organization, ensuring a consistent and high-quality service delivery.• Optimized productivity and the end-to-end customer experience by proactively identifying, analyzing, and implementing process improvements.• Leveraged advanced software tools and innovative problem-solving strategies to streamline operations and drive efficiency. Show less

  • Senior Manager Integrated Partnerships

    Mar 2020 - May 2020

  • Senior Customer Services Manager

    Sept 2019 - Mar 2020

  • Customer Service Manager

    Mar 2017 - Sept 2019
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  Hero®

  Aug 2020 - Jan 2022

  Head of merchant technical support

  • Orchestrated the development and implementation of a three-tier support framework, integrating customer support and engineering resources to bolster our customer service offerings.• Effectively led a team of support specialists across the three tiers of technical support, consistently meeting and exceeding operational metrics to ensure that our customers received top-notch support.• Established clear objectives, monitored progress, and provided coaching and training to cultivate a high-performance culture that prioritized teamwork and support excellence. This led to a marked improvement in the overall customer experience.• Managed vendor relationships and ensured the timely resolution of issues and tasks, fostering reliable external partnerships to support our operations.• Collaborated in the development of strategic plans and objectives, actively participating in cross-functional projects and business initiatives aimed at enhancing operational performance throughout the organization.• Conducted in-depth analysis of reports on complex data associated with key business performance indicators, using insights to identify and drive improvement actions across the business, resulting in enhanced efficiency and effectiveness.• Managed and supported operational tools, streamlining processes and optimizing the use of technology for improved performance. Show less

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  Klarna

  Jan 2022 - Apr 2024

  Head of technical support

  • Lead a dynamic team of customer and technical support professionals to consistently achieve and exceed performance targets.• Implemented data-driven strategies that improved customer satisfaction scores by 15% within the first year.• Streamlined support processes, reducing average resolution times by 18%, resulting in increased efficiency and cost savings.• Fostered cross-functional collaboration by establishing clear communication channels between support, sales, and product development teams, resulting in enhanced product feedback loops and quicker issue resolution.• Initiated and managed key projects aimed at enhancing the overall customer experience, including the implementation of a customer self-service portal and a knowledge base, resulting in a 30% reduction in support requests.• Leveraged data analytics to identify trends, enabling proactive issue resolution and enhancing the customer experience.• Lead team training and development programs to boost technical and soft skills, resulting in reduction in employee turnover and improved team morale.• Creation and development of KPIs to ensure optimal levels of productivity and customer satisfaction.• Initiate and manage day-to-day operations of 3rd party 1st line support agents ​and 2nd line support engineers vendor relationships, across multiple time zones.• Manage and support operational tools, streamlining processes and optimizing the use of technology for improved performance. Show less

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  Deputy

  Apr 2024 - now

  Head of technical support (emea) at deputy