Yazmin Lamden

A dynamic and results-driven professional with a proven track record in account management, sales support, operations, and business administration. With a degree in Musical Theatre, I offer a unique combination of creativity and business acumen, enabling innovative problem-solving and effective client engagement. Highly skilled in fostering robust client relationships, streamlining processes, and collaborating with teams to achieve revenue and operational targets.

Recognized for my adaptability, proactive approach, and ability to swiftly acquire and excel in new competencies. A confident communicator and dedicated team player, I bring enthusiasm and versatility to every professional challenge.

Customer Success Manager - Eteach Group Limited

(2025-05 - 2026-09)

• Managed a premium FE portfolio of 100 clients, maintaining strong retention through excellent customer service, proactive support and trusted relationships.
• Served as the first point of contact for my portfolio, managing my own inbox and responding promptly across multi‑channel platforms including email and phone, ensuring all client queries were handled efficiently and professionally.
• Supported the wider customer service team by handling queries via the customer service line and live chat, triaging issues and escalating them to relevant internal teams when required.
• Identified client pain points, gathered feedback, diagnosed recruitment challenges and provided practical solutions or guided feature support to improve customer outcomes.
• Liaised with internal stakeholders, including product development and marketing, to communicate client needs, enhancement requests and service improvements.
• Logged opportunities, created quotes, processed orders and placed PO’s, ensuring all data was accurately recorded, compliant and fully traceable.
• Updated CRM records, tracked correspondence and maintained accurate client information, handling sensitive data in line with GDPR regulations and supporting clients in understanding compliance requirements.
• Delivered onboarding training, account reviews and feature walk‑throughs, encouraging ATS usage and helping clients understand platform functionality and best practice.
• Sent renewal reminders, feature updates and organised newsletter placements; collaborated with marketing on copy and timing for campaigns.
• Created career sites, organised value adding calls, negotiated renewals and supported retention through tailored guidance and problem‑solving.
• Successfully advised and upsold recruitment enhancements such as Meta boosts and licence upgrades alongside managing my portfolio, demonstrating commercial awareness and supporting long‑term retention.

Internal Account Manager - SCC

(2022-04 - 2025-03)

• Supported key commercial sector clients, managing end-to-end sales processes. Ensuring seamless pre-sales and post-sales support maintained strong customer relationships, acting as a dedicated point of contact for sales enquiries, quotes, order processing, delivery, and finance queries.
• A trusted partner to both customers and internal stakeholders, delivering high-value solutions while maintaining excellent service standards.
• Managed complex deals from initial enquiry to delivery, ensuring a smooth process for high-value transactions. Played a key role in a £1 million laptop refresh project for the National Trust, generating £70,000 in margin.
• Conducted stock review calls, upsold and cross-sold successfully across various accounts, maximising business opportunities.
• Led a catalogue refresh project for the National Trust, simplifying the end-user experience and driving increased revenue for SCC.
• Optimised supply chain efficiency by calling off held stock for Mitie FM, leading to exceeded SLA targets and outstanding service delivery.
• Coordinated effectively with cross-functional teams, including finance, logistics, and technical specialists, to ensure seamless execution of customer projects.

Commercial Scheduling Executive - Global Radio

(2021-07 - 2021-12)

• Scheduled national radio advertising campaigns, ensuring optimal placement while maintaining compliance with industry regulations.
• Managed high volumes of content, adjusting schedules dynamically to meet impact targets and brand requirements.

Budget Support Officer - Reading Borough Council

(2020-11 - 2021-07)

• Main point of contact for care home providers regarding Covid-19 infection control funding.
• Managed financial reporting, liaised with stakeholders, and ensured government fund allocations were accurately tracked. Meeting strict monthly reporting deadlines.
• Organised relevant information for providers while developing efficient processes for data gathering for example templates, detailed instructions and examples.
• Provided excellent customer service assisting with queries across all mediums and dealing with sensitive matters in a professional and emphatic manner.

Operations Executive - Catalina Marketing

(2019-01 - 2020-10)

• Main point of contact for support and delivery of customer service for outbound calls to stores to troubleshoot Catalina equipment. Utilised various software for programming and tracking systems. Proactively contacted stores to restore printers to active status to ensure optimal revenue achieved for the company.
• Proactively troubleshot issues before arranging and coordinating engineers, ensuring efficient resolution and clear communication with all parties.
• Managed helpdesk operations, providing technical support and training outsourced agents to enhance delivery and customer service quality. Monitored call outs and analysed results. Facilitated and led QA sessions and reviewed calls.
• Led and organised a key retailer printer efficiency project, achieving a 40% repair success rate and a 27% reduction in offline printers. Established processes and delivered and presented outcomes to the senior leadership team.
• Developed processes to remotely resolve technical issues, reducing engineer dispatch costs and improving uptime. Upskilled agents by reviewing knowledge-based articles, providing updated processes and training.
• Member of the social committee where I created and organised inventive virtual social activities to keep people engaged and connected while working remotely during the Covid-19 pandemic.

Accounts Assistant - Btl Communications

(2017-05 - 2018-12)

• Managed customer and supplier invoicing, ensuring timely processing and resolution of queries.

Sales assistant - serendipity

(2017-06 - 2017-09)

• Organised the store, completed transactions and assisted with balloon displays & customer queries.

Activity Leader - Oxford Active Limited

(2017-07 - 2018-09)

• Organised and led activities for children, ensuring a safe and engaging environment.

Tour Guide - Winchester University

(2015-09 - 2018-05)

• Promoted the university to potential students, providing comprehensive tours and information.

Dance and Drama instructor - Barracudas Activity Kids Camp

(2016-08 - 2017-04)

• Planned and taught dance and drama classes, ensuring age-appropriate and engaging content.

Sales Assistant - River Island

(2015-04 - 2015-08)

• Provided excellent customer service, handling stock queries, upselling and sales transactions.

Sales Assistant - Pandora

(2015-02 - 2015-03)

• Advised customers on products, ensuring a positive shopping experience. Won a targeted incentive.

Marketing & Administrator Assistant - BTL communications

(2014-12 - 2015-02)

• Supported the director with administrative, PA tasks and marketing initiatives.

BA (Hons) - Musical Theatre - Winchester University (2015 - 2018)

A-Levels; GCSEs (Grades A–B) - Photography, English Literature, Drama; including English and Maths - Edgbarrow School, Crowthorne (2007 - 2014)