James W.

Enterprise Support Manager @Patsnap

London, GB

Drove a 50% improvement in response and resolution times for enterprise-tier customers by developing and implementing new support standards.2. Designed and launched a dedicated support agent model for these customers, ensuring higher service consistency and faster case handling.3. Presented updates and processes across all departments to clarify enterprise vs. standard support expectations.4. Conducted data-driven analysis to identify service gaps and opportunities to further elevate the enterprise customer experience.5. Currently developing further support initiatives to deliver a premium, proactive level of service for top-tier clients.

University of Bristol

Bachelor’s Degree, Mathematics