Account Manager - Sommaville Gateway Services - United Kingdom
(2025-08)
- Managing a portfolio of 30+ client accounts post-sale, serving as the primary point of contact and building long-term relationships that drive retention, satisfaction and account growth.
- Conducting structured client onboarding sessions to align on goals, set expectations and ensure a smooth transition from sales to delivery — reducing early churn and improving time-to-value.
- Leading regular client check-ins and performance reviews, analysing KPIs and communicating results clearly to stakeholders, contributing to a 25% improvement in client engagement scores.
- Identifying upsell and expansion opportunities within existing accounts, contributing to a 20% increase in account value through needs-based recommendations and strategic relationship management.
- Coordinating with internal delivery teams to ensure client milestones, timelines and expectations are consistently met, maintaining a 90%+ on-time delivery rate across managed accounts.
- Maintaining 100% accurate client records and CRM documentation, supporting renewals, reporting and long-term account planning with full visibility across the account portfolio.
Agile Delivery Associate / Junior Scrum Master & Business Analyst - Nabeltech Consultancy
6-Month Project Engagement
- Supported end-to-end agile delivery of a business application across a 6-month engagement, coordinating stakeholder expectations and sprint priorities across a cross-functional team of 8+.
- Facilitated 20+ sprint ceremonies including standups, retrospectives and planning sessions, ensuring clear communication between clients and development teams throughout the project lifecycle.
- Translated 40+ business requirements into structured user stories and tasks, reducing rework by improving clarity and alignment between client needs and technical delivery.
- Maintained 100% up-to-date project documentation including sprint updates, risk/issue logs, testing feedback and handover materials, ensuring full transparency across all delivery phases.
- Contributed to on-time project delivery by proactively identifying and resolving blockers, maintaining alignment between requirements and technical output with zero critical escalations.
Customer Service Expert - Teleperformance - United Kingdom
(2025-05 - 2025-07)
- Handled 80+ customer enquiries per day across multiple channels, consistently meeting SLA targets and maintaining high standards of professionalism and empathy under high-volume conditions.
- Achieved a first-call resolution rate of 90%+ by efficiently diagnosing issues and escalating only the most complex cases, reducing average handling time by 10%.
- Maintained a 98% record accuracy rate across all interaction logs, supporting service quality, compliance and audit-ready documentation in internal systems.
- Completed ongoing product and policy training modules, improving accuracy of responses by 20% and contributing to a consistent, high-quality client experience across the team.
Teaching Assistant (Flexible Supply) - TeacherActive - United Kingdom
(2024-03 - 2024-11)
- Delivered flexible classroom support across 15+ schools, successfully adapting to new environments within 24 hours and maintaining consistent performance across diverse stakeholder groups.
- Supported classrooms of up to 30 students, streamlining transition routines and reducing transition times by 20% — improving overall session efficiency and learning continuity.
- Built strong working relationships with staff across multiple sites, contributing to a 95% satisfaction rate in staff feedback and securing repeat bookings from 80% of partner schools.
- Managed scheduling, attendance tracking and coordination tasks across concurrent placements, demonstrating strong organisational skills and the ability to manage multiple accounts simultaneously.
Account Manager - AG Care Group
(2021-06 - 2023-08)
- Managed a portfolio of 20+ client accounts, serving as the primary point of contact post-sale and ensuring consistent satisfaction, retention and account growth across the client base.
- Boosted customer satisfaction scores by 20% through faster complaint resolution, proactive communication and personalised account management during peak operational periods.
- Grew service package sales by 15% by identifying upsell and cross-sell opportunities through needs-based client conversations and tailored recommendations aligned to account goals.
- Reduced transaction and billing errors by 30% by implementing improved payment-handling protocols and maintaining meticulous account records — strengthening client trust and reducing escalations.
- Leading regular client check-ins and performance reviews, analysing KPIs and communicating results clearly to stakeholders, contributing to a 25% improvement in client engagement scores.
- Identifying upsell and expansion opportunities within existing accounts, contributing to a 20% increase in account value through needs-based recommendations and strategic relationship management.
- Coordinating with internal delivery teams to ensure client milestones, timelines and expectations are consistently met, maintaining a 90%+ on-time delivery rate across managed accounts.
- Maintaining 100% accurate client records and CRM documentation, supporting renewals, reporting and long-term account planning with full visibility across the account portfolio.
- Retained 90%+ of managed accounts year-on-year by building long-term client relationships, resolving issues proactively and consistently delivering value-added service throughout the engagement lifecycle.
