Chris Paton

Relationship-focused professional with over 10 years' experience managing customer, partner and supplier relationships across the travel and financial services sectors. Skilled at building trusted relationships, resolving complex issues and working collaboratively with cross-functional teams to deliver excellent customer outcomes. Proven track record of improving partner experience, driving process improvements and increasing customer satisfaction, including contributing to a 30% increase in CSAT through enhanced customer communications.

Now looking to bring these strengths to a Customer Success role

Partner Support Executive at Viator/Tripadvisor (2025-04 – Present)

• Act as the primary contact for travel agents, affiliates and API partners, managing complex enquiries and ensuring a positive partner experience.
• Build trusted relationships with partners, resolving operational, commercial and technical issues while working to agreed service levels.
• Collaborate with Product, Engineering, Supplier and Business Development teams to resolve partner challenges and improve long-term outcomes.
• Manage the early stages of partner onboarding by gathering key information before handing partners over to the Business Development team.
• Identify opportunities to improve partner adoption of products and processes through proactive guidance and education.
• Redesigned departmental email templates, contributing to a 30% increase in Customer Satisfaction (CSAT) scores.
• Take ownership of escalated partner issues from initial investigation through to resolution, helping retain valuable partnerships by delivering timely and effective solutions.

Insurance Repair Specialist / Supplier Management (18 month Secondment) at Motability Operations (2023-05 – 2024-09)

• Managed the relationship with Motability's outgoing insurance supplier during a major transition to a new provider, acting as the main point of contact for outstanding vehicle repairs.
• Managed relationships with a portfolio of supporting suppliers, including national hire car, breakdown recovery and taxi providers, ensuring service issues were resolved quickly and customers received a consistent, high-quality experience.
• Built strong working relationships with the outgoing insurance supplier and their network of repairers and bodyshops to reduce delays, resolve complex issues and deliver the best possible outcomes for customers.
• Coordinated the management of more than 50,000 active vehicle repairs, working with suppliers and internal teams to keep the transition running smoothly.
• Used repair and performance data to identify trends, prioritise cases and support operational decision-making.
• Worked collaboratively with suppliers to improve communication and processes, while monitoring performance and escalating risks where needed.

Scheme Protection Account Manager / Compliance Account Manager at Motability Operations (2018-04 – 2023-04)

• Managed a large caseload of investigations into suspected misuse of the Motability Scheme, gathering evidence and making fair, evidence-based decisions in line with company policy and FCA requirements.
• Built strong working relationships with external organisations, including insurers, the DWP and police forces, to gather information and progress complex investigations efficiently.
• Managed sensitive and often challenging conversations with customers, explaining complex decisions clearly while maintaining a professional and empathetic approach.
• Produced detailed reports and customer communications, ensuring decisions were clearly documented and communicated to customers and external stakeholders.
• Contributed to the development of team processes, helping to improve consistency and efficiency across the department.

Stopped Allowance Advisor at Motability Operations (2016-11 – 2018-04)

• Supported customers affected by changes to their disability allowance, providing clear guidance and managing their cases through to resolution.
• Worked closely with the DWP and Motability Foundation to resolve complex cases while delivering a high standard of customer service.

Customer Service Advisor at Motability Operations (2015-11 – 2016-11)

• Managed inbound phone and email enquiries, delivering high-quality support to existing and prospective Motability Scheme customers.
• Worked closely with insurers and third-party suppliers, including breakdown and hire car providers, to resolve issues and ensure a positive customer experience.

A-level in Sociology, Business Studies and AS Level Law

GCSE in 9 GCSE's grade A*-C, including Maths, English and Separate Sciences