Stella Adams

Support operations leader with 5+ years building and scaling teams, mostly in regulated fintech and SaaS environments. Proven track record of turning reactive support functions into strategic operations that protect revenue, reduce regulatory risk and feed product improvement. Hands-on experience monitoring agent productivity, owning customer-facing KPIs and partnering with Risk, Product and Compliance stakeholders.

Comfortable in scale-up environments where structure and process are actively being built.

Client Support Manager at Amiqus Resolution Limited (2023-09 – 2026-02)

• Led a 6-person support team through 37% year-on-year ticket volume growth, sustaining 90%+ CSAT against the 77% SaaS industry benchmark, 75.9% one-touch resolution and a 0.36% dissatisfaction rate
• Co-designed and launched a Premium Support tier for enterprise clients on a 10% ARR model, supporting a portfolio of clients representing six figures in combined ARR
• Sustained 72-minute average first response against an 8-hour Standard SLA, and 50-minute average against a 1-hour Premium SLA
• Monitored agent productivity, utilisation and daily ticket statistics, owning weekly reporting cadences and service review commentary for internal leadership and enterprise clients
• Represented Support in weekly GTM meetings, feeding customer insight into Product, Engineering and commercial decisions and acting as a proactive business partner rather than a reactive function
• Operated within a regulated environment covering DBS, AccessNI and Disclosure Scotland frameworks, maintaining close working relationships with Risk, Compliance and third-party partners on audit readiness and incident escalation
• Served as incident commander for service disruptions, coordinating cross-functional response, stakeholder communication and post-incident analysis
• Built internal playbooks, SOPs, QA standards and a case tagging taxonomy to improve consistency, reporting accuracy and team knowledge retention
• Coached and developed direct reports through structured 1:1s, documented feedback and tailored development plans, sustaining high performance through a period of significant volume growth
• Delivered DBS audit compliance in partnership with SARC management, including direction of a specialist hire, and contributed to the cross-functional Disclosure Scotland transition in a regulated regtech environment
• Identified a recurring Photo ID verification issue through ticket trend analysis and partnered with Product and a third-party provider on a fix that reduced related tickets by 43%

Client Support Coordinator at Amiqus Resolution Limited (2022-08 – 2023-09)

• Owned client enquiries end-to-end, ensuring clear investigation notes, accurate decision rationale and consistent follow-up in a compliance-sensitive environment
• Led process improvements including SOPs, templates and Zendesk macros, and delivered training to improve consistency and reduce avoidable rework
• Escalated product issues with clear context and reproducible examples to support faster Engineering investigation

Customer Service Specialist at Western Union (Convera) (2018-12 – 2022-07)

• Managed investigations and escalations on six-figure international payments within strict SLAs and regulatory quality expectations, balancing speed with accuracy
• Coordinated with senior specialists and internal stakeholders to resolve complex cases involving compliance and risk review
• Produced bi-weekly reporting and updates for assigned client groups, maintaining proactive communication and clear next steps

Sales Representative at ABAX UK (2016-01 – 2018-11)

• Used Salesforce as the system of record: logged prospect outreach (call, email, LinkedIn), maintained clean stages and captured next steps so the pipeline stayed visible and actionable
• Built a clear prospect story (use case, requirements, stakeholders, decision criteria, risks) to enable cleaner inside to field handovers and better prepared field appointments

Project Coordinator at Virgin Media Business (2015-06 – 2015-12)

• Coordinated installations and ceases for Ethernet connections, tracking progress across multiple stakeholders
• Managed programme trackers and raised orders and ceases with internal teams and third party suppliers
• Escalated risks early to protect delivery timelines and customer expectations

B2B Helpdesk Team Leader at Travelex (2014-06 – 2015-06)

• Led day to day service delivery for a B2B helpdesk team, maintaining coverage and performance against client defined SLAs
• Delivered coaching informed by QA scorecards focused on compliance, accuracy, empathy, call control and resolution. Ran structured one to one conversations and managed performance improvement plans where needed
• Used weekly and monthly volume trend analysis to forecast demand, plan coverage and identify staffing gaps
• Led recruitment and onboarding in partnership with agencies and internal stakeholders
• Awarded NVQ Customer Service Level 2 and NVQ Management Level 3

ATM Operations Specialist at Travelex (2013-05 – 2014-05)

• Managed ATM incidents end to end, prioritising by risk and impact and ensuring accurate reconciliations
• Maintained clear, compliant records throughout incident resolution, supporting auditability and reducing repeat errors

Telesales Team Leader at Travelex (2012-04 – 2013-04)

• Recruited, trained and coached a telesales team selling currency products to the general public
• Monitored calls for QA and delivered real time feedback and structured one to one conversations
• Balanced sales performance with service quality by embedding quality standards into coaching and daily management
• Handled escalations and complaints with calm de escalation and clear next steps

Customer Service and Sales Representative at Travelex (2010-01 – 2012-03)

• Served as a direct point of contact for consumers and business customers purchasing Travelex currency products, including services provided on behalf of third party clients such as banks and supermarkets
• Managed queries, escalations and delivery related issues across consumer and business accounts, keeping customers informed through to resolution
• Logged cases accurately and maintained disciplined CRM and ticket notes to ensure continuity and reduce repeat contact

First Diploma in Art and Design in Art and Design

GCSE in Multiple subjects