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Work history

Account ManagerDrover
Sep 2017London, United KingdomFull Time
Sep 2017- Dec 2019 | Customer Experience Team Lead | Drover Ltd • Progressed from a Sales Associate to managing the Customer Experience team and the Parking and Traffic Violations Department with a budget of over 50k • Interviews, hired and trained a team of 6 in Lisbon • Drive and lead a medium sized team dealing with all B2B and B2C queries on three different platforms; Zendesk, Intercom and telephone calls. • Implementing successful administrative procedures to improve agent work flows. • Improve the Drover customer experience from start to finish, including implementing processes that increased the Net Promoter Score of the company from 0 to 79 • Responsible for entirely eradicating company losses of £800-£1000 per week while managing the Traffic and Parking Violations Department and simultaneously having the highest TNI in my team. Dec 2019- Present | Account Manager | Drover Ltd • Managing existing partnerships • On- boarding new partners • Constructing pitches

Skills

• Organisation

Education

U
U
2.1University of Sussex
Sep 2014Brighton, United Kingdom
University of Sussex BA (Hons) Geography and Anthropology (Joint Honours), 2:1