Georgia Dzvairo

Experience

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  Vernon arms

  Jan 2010 - Feb 2014

  Waitress and bar tender
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  Credico

  Feb 2014 - Apr 2015

  Team Leader

  Credico is the recognized leader in outsourced face-to-face sales and marketing. Providing individual solutions for the best and most recognized clients in the world, Credico manages all aspects of implementing sales campaigns that fit all of our client’s needs.*Recruiting and interviewing*Training*Direct B2B and B2C sales*Team management *Event management and organisation *Management support

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  Teleperformance

  Apr 2015 - Dec 2015

  Customer Service Advisor

  Teleperformance connects the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions.*Customer service*Telephone manner*Account management*Teaching and training

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  Aviva

  Dec 2015 - Jul 2019

  Review current complaints in the pipeline and contact customers to resolve their concerns to reduce the backlog. Carry out in-depth Root Cause Analysis on previous complaints to determine trends and actions required to prevent the top 80% of complaints. Rolled out, department-wide, a new strategy within complaints in supporting the Customer Service team in being able to identify complaints in line with the FCA definition and to resolve these at first point to prevent a build-up in the pipeline. This included facilitating and running training sessions as well as being the point of contact for any questions or support needed.Experience analysing large volumes of data in Excell and using pivot tables & V-Lookup tables and reporting to key stakeholders. Show less

  • Complaint Specialist

    Mar 2019 - Jul 2019

  • Customer Service Representative

    Sept 2018 - Mar 2019

  • Customer Service Representative with Underwritting

    Dec 2015 - Sept 2018
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  The One Question

  Jul 2019 - Jul 2020

  Senior Customer Success Specialist

  Key skills within the role:- Project Management for integrations with both an open API and manually integrated.- Product expert with keeping up-to-date an in-depth understanding of new and improving product features.- Translated technical terminology for both internal and external documentation in the form of Knowledge Base articles/ FAQs, ‘How to’ guides, video demonstrations and training packs/ materials.- Supported and assisted in responding to Tender requests from high profile companies.- A comprehensive understanding of our customer base, their objectives, needs, and tailor the support given to fulfil these.- Created and developed automatic ‘Health Checks’ within our CRM for customers based on behavioural and data traits from our platform.- Reduce churn with both SaaS and manual onboarding solutions with automations and physical setup and training sessions. Through understanding ‘adoption steps’ to increase customer adoption.- The voice of the customer to influence key stakeholders with data-backed evidence regarding new and changes to product features.- Worked closely with the Sales Team whilst training them on the product and attended discovery sessions, Demo calls and gave consultation and set up support. - Completed Customer Value Optimisation course with DigitalMarketer Show less

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  JLL

  Jul 2020 - now

  Ambassador for Change - Supporting operational functions through change both as an advocate for the benefits and to support with any questions or challenges they have to ensure it is embedded and fully adopted. Identifying any root causes for resistance within the operational function.Providing design input, usability feedback and functionality needs from the Operational Function, whilst engaging with Quality Assurance, Process Owners and Group Process Owners as necessary to ensure that the change is reflected in any appropriate process documentation. Show less

  • Change Lead

    Jan 2024 - now

  • Change Manager

    Jul 2020 - Jan 2024