Apr 2024 – Present · 1 yr 11 mos · Remote

• Career mentor for graduates looking for their first position.

Jan 2024 – May 2024 · 4 mos · London, England, United Kingdom · Remote

• Thani is a QSBS advisory firm that can assist you in saving millions in taxes if you have a C-corp business that you are looking to sell

Dec 2023 – Jan 2025 · 1 yr 1 mo · London, England, United Kingdom · Remote

• MPOWA is an innovative SaaS blockchain platform with the goal to decarbonize the world.

Sep 2023 – Present · 2 yrs 6 mos · London Area, United Kingdom · Remote

• CxO Labs advisor, mentor, and Fractional COO / Customer Operations consultant

May 2022 – Present · 3 yrs 10 mos · London, England, United Kingdom · Hybrid

• Engagement consultant who has worked with various orgs to improve their internal processes covering project management, customer engagement, scaling customer experience teams and refining and creating internal processes. Super powers of mine include process improvement, customer experience journey mapping, program delivery, leadership, and coaching and mentoring. Have also developed apps for clients using Lovable
• Clients include:
• Made.com (https://www.made.com)
• Octopus Electric Vehicles (https://www.octopusev.com)
• Kopus (https://kopus.com)
• Aldeburgh Coastal Cottages (https://aldeburghcoastalcottages.co.uk)

Oct 2021 – Aug 2022 · 10 mos

Dec 2017 – Oct 2021 · 3 yrs 10 mos

Sep 2016 – Dec 2017 · 1 yr 3 mos

Jul 2015 – Sep 2016 · 1 yr 2 mos

Jan 2013 – Jul 2015 · 2 yrs 6 mos

Mar 2012 – Dec 2012 · 9 mos

• Worked in a busy and high volume environment driving consistency and customer experience best practice across the function. Responsible for delivering continued customer experience excellence, analysing the nature of customer enquiries and then creating and implementing improvement projects to improve customer experience and assist with scalability.
• In charge of managing and supporting the UK team (13 staff, 3 team leads) and support of the US team (3 staff, 1 team lead).
• Providing accurate information to the business relating to the nature of customer contacts.
• Monthly reporting on project progress, as well as team performance and overall function health and status.
• Analysis of KPI’s, SLA’s and website usage to identify areas where we are failing our customers.
• Creating and implementing cross departmental improvement projects based on results from above analysis.
• Recruited, trained and set up a new support function in the US, in order to better service our customers on the West Coast.
• Successfully integrated technical team and separate general enquiries team (including reception) to create one large team dealing with customer enquiries. The aim of this was to reduce transfers and create a single point of contact for customer enquiries, and recent feedback shows this is working extremely well.
• Working with the team to consistently achieve SLA’s > 98% and also ensure that customer satisfaction ratings were > 90% of people marking the team as good or excellent.
• Took the lead in a working group to explore all aspects of customer experience within the organisation and presented findings to CEO & senior management team. The result of this showed our website to be lacking in a number of areas, and a new Web Experience team was created based upon the group findings.

Jan 2010 – Mar 2012 · 2 yrs 2 mos

Aug 2009 – Jan 2010 · 5 mos

Apr 2009 – Aug 2009 · 4 mos

Sep 2007 – Mar 2009 · 1 yr 6 mos

Aug 2006 – Sep 2007 · 1 yr 1 mo