Laura Hillman
Customer Support Manager @Switchee
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WORK HISTORY
Customer Support Manager @Switchee
London, GB
Remotely led a technical support team of 10 to resolve issues relating to smart thermostat hardware/software for installers, social housing providers, and their residents, with a focus on moving from a reactive to proactive service, and creating scalable and repeatable processes.
ABOUT LAURA HILLMAN
Accomplished Customer Service Leader with extensive experience in the retail sector, and a broad range of business and change management experience, underpinned by exceptional planning and organising skills. Demonstrated success in leading and delivering customer service change processes to maximise customer satisfaction scores and minimise advisor AHT. Highly methodical approach to tasks and deadlines, combined with great attention to detail. Demonstrates natural passion and energy to inspire others to deliver change and achieve well-considered business outcomes. Customer-centric, focusing on providing a high-quality, cost-effective service, with a strong understanding and anticipation of customers and stakeholders needs. Confident, personable, and authentic communicator with the ability to warmly engage, collaborate, and influence at all levels. Accomplished in nurturing and strengthening impactful relationships. Experienced people manager, effective in driving team performance and mentoring others to develop talent.
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