Alys Holmes

Relationship-driven customer success professional with 7+ years' experience building trust with clients, resolving complex issues, and improving service processes. Proven track record managing full client lifecycles, from onboarding through long-term retention, in fast-paced, people-first environments. Skilled at translating client needs into operational improvements and known for empathy, reliability, and calm problem-solving under pressure.

Comfortable with CRM and workflow tools and curious about how technology can improve the client experience.

Client Relationship Consultant - Kindred Nannies - London, UK & Remote

(2022-09 - 2026-09)

• Owned the end-to-end client and candidate relationship, acting as the primary point of contact and trusted advisor throughout the full recruitment lifecycle.
• Built long-term client loyalty through proactive communication and thoughtful issue resolution, contributing to strong repeat business and referrals.
• Coordinated quarterly community networking events and grew an engaged online candidate community, strengthening client and candidate retention.
• Identified friction points in the client journey and worked cross-functionally to redesign workflows, improving consistency and turnaround time.
• Trained and onboarded new team members on client-facing best practices and service standards, supporting a consistent client experience across the team.
• Promoted from Junior Consultant within 12 months in recognition of strong client relationships and consistent service quality.

Family Assistant - Private Household - London, UK

(2021-07 - 2022-09)

• Managed complex, high-touch scheduling and logistics, building a trusted relationship with the family through reliability and discretion.

Premier Customer Service Specialist - Net-a-Porter Premier - London, UK

(2019-05 - 2021-06)

• Served as dedicated point of contact for high-profile clients, resolving complex queries and complaints with professionalism and empathy to protect long-term client relationships.
• Partnered with multiple departments to ensure seamless, end-to-end service delivery and positive client outcomes.
• Supported the client experience through multiple system transitions, gathering user feedback and translating it into process improvements.
• Developed training materials and led onboarding sessions for new colleagues, improving team-wide service consistency.
• Managed time-sensitive logistics and operational challenges, adapting quickly while maintaining a consistently high service standard.

Barista / Retail Associate - Various - Brisbane, Australia & Wiltshire/Surrey, UK

(2015-02 - 2019-05)

• Delivered consistent, friendly customer service in fast-paced retail environments, building a foundation in client care under pressure.

Bachelor of Music - Music - Queensland University of Technology (2015-02 - 2017-12)

Postgraduate Diploma of Business - Business - Massey University (2018-01 - 2018-12)