Amber W.
Customer Success and Technical Support Team Leader @Experian
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WORK HISTORY
Customer Success and Technical Support Team Leader @Experian
Creating and implementing the Customer Success and Support strategy and all client facing activities for the business whilst growing and retaining the client base- Responsible for the customer success team and managing and driving all metrics and KPIs including renewal targets/ revenue/ usage/ NPS/ retention rates of client base- Suppling in depth monthly analysis to SLT regarding the health of client base and strategy to build on metrics - Goaled on the delivery of all client facing perspectives including the launch of an app and the launch of product to internal Experian employees- Responsible for the customer support team which are a technical client facing team dealing with all areas of technical support including API integration and implementation tasks as well as resolving tickets- Tasked with reducing support ticket numbers and SLA times by implementing new processes whilst also managing the rapid increase in tickets as we scale the business - Leading projects to enhance automation including the introduction of bots to support team and using external software to enhance processes
EDUCATION
University of Kent
Bachelor's degree
Southend High School For Girls
GCSE; GCSE'S
ABOUT AMBER W.
Customer Success Team Leader | Customer Journey | Technical Support | Change Management
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