Head of Customer Experience for a socially-conscious, B Corp insurtech. Demonstrated history of working in a busy, customer-focused operational team within the insurance industry. Skilled in communication, writing, research, time management, and leadership. Strong writing experience, as a Reader Reporter, with a Bachelor’s Degree in English Language and Literature from Oxford Brookes University.
Head of Customer ExperienceKinsu
London, United KingdomFull Time
I am responsible for the following areas: - Community management - Creating a 'human', yet consistent tone of voice across all departments and mediums - Copywriting - Stake holder management - Providing and implementing training materials for support teams - Managing CRM Programmes and strategy - Process improvement in: app development, back office functions, team management and claims procedures - Qualitative research and analysis of customer data (support and claims focused) - Investigating complaints and creating resolutions, in line with Lloyd's guidelines - Compliance: managing the relationship with Kinsu's underwriter, initiating policy wording changes and reporting on relevant data
Office Administrator / Case ManagerOneAdvent
- London, United KingdomFull Time
I joined OneAdvent as an Office Administrator. Within this role I Was responsible for: Office Management, HR Management and Complaints handling. I project managed a successful office move after only 2 months with the company, making final decisions on equipment, supplier management and ensuring that our moving date was met seamlessly. I was promoted to a subset of the Advent group, which focused on client facing contact and case management. I was a key contributor to the development of the new business. I also gained social media experience, managing news and brand promotion via Advent’s internal Intranet.
- CRM Platforms
- Marketing Copywriting
- Social Media Management
- Blog Writing
- Microsoft Excel
- Team Management
- Stakeholder Engagement
- Project Management
- Time Management
- Customer Service
English Language and LiteratureOxford Brookes University
- Oxford, United Kingdom
● Keen attention to detail, demonstrated through proofreading and submission of weekly essays and numerous presentations. Public speaking skills gained through presentations to large seminar groups. ● Research skills, in historical context and secondary sources and extended independent study for 10,000 word dissertation. ● Excellent communication and presentation skills, ability to analyse and interpret literary texts and present a well-balanced written argument.