Specializing in providing global operational and strategic leadership in the customer service and customer experience arena within technical and multilingual environments.
Certified Customer Experience Management professional and I am currently responsible for the creation and implementation of the CX strategy for the IBO
I'm passionate about providing exceptional customer support through intuitive online systems and clear process to provide the WoW factor at all touch points. Customers are at the core of the decision making process.
Main skills:
Customer experience
Customer service
Web development/design
Software development and UX
Psychology (BA Hons)
These have provided me with a unique set of skills to improve customer experience. Through analysis of issues, trends and root causes I have improved business processes, set global strategy and made improvements to reduce customer contacts and improve efficiency.
Service culture within organizations is paramount, great service is strongly linked to staff engagement.
Support is becoming more and more collaborative via online social media networks such as Twitter, LinkedIn and Facebook and this has become a crucial factor in customer experience.
I have in-depth experience in the implementation of CRM, ticketing systems, KB's, web portals and generally in SasS systems to support this work.
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Awards
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Winner of the Wales Quality Award 'People Prize' 2014 The prize is awarded to organizations or teams that demonstrate, ‘how they succeed, through the talent of their people, for the benefit of both the individual and the organization
Recognized by the International Baccalaureate in 2012 by winning the 'Global Recognition Award' for a significant contribution to the achievement of the IB mission, vision and strategy.
Recognized by Oracle RightNow in 2011 by winning their 'Best Practices in Optimizing Member and Donor Engagement' award in 2011