Charlotte Pinner
Customer Service Team Lead @Certsure Llp
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WORK HISTORY
Customer Service Team Lead @Certsure Llp
EDUCATION
Future Talent Learning
Level 5 , Transformational Leadership Programme - Apprenticeship
Learning Curve
Level 2 Diploma, Information, Advice and Guidence
London Metropolitan University
Bachelor's degree, Criminology
SKILLS
ABOUT CHARLOTTE PINNER
With over ten years of experience in customer service and customer experience roles, I am a passionate and strategic leader who thrives on improving the customer journey and delivering world-class service. I currently work as a Customer Experience Lead at NHS Professionals, the leading provider of flexible workforce solutions to the NHS.In this role, I manage the delivery of the customer engagement framework, which contributes to revenue growth through increased retention and productivity. I also collaborate with key stakeholders across the organisation to advise on development and continuous improvement of added value services. Some of my achievements include supporting the business and colleagues throughout £30million digital transformation as a superuser, SME and change champion, leading and coordinating initiatives that increase customer satisfaction and member utilisation, and managing the pandemic response team during a critical period. I have strong skills in strategic project management, coaching, collaboration, problem solving, and decision making, and I am always eager to learn and grow.
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