I am a highly motivated and organised professional with over three years of experience in working at a position where I developed and implemented a business-wide customer success strategy. I have a proven track-record of optimising and standardising customer care communication which resulted in SLA targets being continuously met, user adaptation times reduced and NET promotor scores raised. I have experience with growing and supervising customer care teams. Under my supervision my teams performed exceptionally across the board on key KPIs (customer satisfaction, average first response times, agent handle time). I have developed and implemented processes for customer insight research and reporting feedback to relevant departments, and have developed processes for qualifying inbound sales leads. I have extensive experience with developing and optimising user onboarding and have played a vital role in various email marketing campaigns, customer marketing, acquisition and retention campaigns, content strategy and event organising.