Lilly Wood

I’m an ambitious and highly driven person with a positive outlook and creativity to solve complex problems. I work well as an individual contributor or as part of a team.

I'm looking for a job at a company that aligns with my ingenuity, values, and work ethic. While I have a solid work ethic and never hesitate to go the extra mile for my company, customer, or team; I believe in having a strong work/rest balance. The mental and physical health of my team is also important to me, and I will always make suggestions when I see an opportunity for improvement.

I have been fine-tuning my craft in the customer service industry. I have written and facilitated coaching on contact handling and soft skills. I live for an epic customer experience. I'm uniquely qualified for this role because, besides my managerial experience, I have about 13 years of customer experience which I can easily translate into any line of business.

I thrive in an environment where I can coach and develop a team to the best of their abilities. I have a certain knack for knowing my teams’ strengths and areas of development - building on this, is very important to me. In doing so I get to do my best for my team and the company without sacrificing one for the other.

I have spent a significant portion of my experience as a team leader or manager in the e-commerce, technical and FinTech fields. In my role as lead/manager, I specialized in turning low-performing outliers into high-performing active team members. I do my best work when I am challenged and supported to try out my ideas, build on current processes or create more efficient ways of working.

While I've never been trained in data analysis, I am good at spotting early trends and solving them before they become a problem.

I am currently the senior client success member of a property management company specializing in short-term bookings through platforms like Airbnb. I deal with high-value, multi-property hosts who tend to have more demand. I cultivate personable and long-lasting relationships which result in more business and retention.

Company: Oxygen XL

Position Held: Client Services Manager, Client Success Manager & Project Manager

Period: Sept 2021 – Current

Responsibilities

Develop effective communication platforms for clients and staff.

Inspire repeat-business from clients.

Conduct customer service workshops and presentations.

Monitor and measure client satisfaction.

Liaise with different departments about client queries.

Offer advice to clients on services and products.

Develop surveys and capture client information.

Participate in marketing campaigns.

Deal with client requests and troubleshoot problems.

Oversee a team of customer service Associate's and ensure they are providing an exceptional client experience

Mastermind creative ways to deliver an exceptional client experience

Develop and oversee the implementation of client service protocols

Resolve complex client problems or disputes in a professional manner

Keep records and documentation of client interactions for training purposes

Create monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement

Overseeing responsibility of data entry including data clean up, manipulation and analysis.

Company: Modsquad

Position Held: Project Manager

Period: Sept 2020 – September 2021 (Contract)

Responsibilities

Signed NDA so can not divulge project specific information

Managed assistant managers, team leaders and advisors (220 people)

Build documents/reports for varies metrics

Assisted with training on various skills

Assisted as a SME on various skills

Reported out on headcount, productivity and new lines of business

Data mining

QA

Trend analysis, data analysis

Company: Yoco Technologies

Position Held: Customer Engagement & Success Analyst

Period: March 2020 – Sept 2020 (contract)

Responsibilities

Supporting Yoco’s merchants with theirFinTech issues

Walking merchant’s through the sign up process

FICA process

Vetting merchant’s

Taking responsibilities of major projects

Training

Identifying trends

Anticipating merchant’s future needs by analyzing data

Improving process

Taking part in workshops for product improvements

Company: Amazon Web Services

Position Held: Executive Assistant

Period: July 2017 – March 2020

Responsibilities

Management of three diverse and complex calendars to accommodate all scheduling requirements and resolve conflicts using my understanding of the business and its priorities.

Encourage and fostering engineer and employee engagement

Planning and organizing meetings, events, activities, team buildings and holiday celebrations. This includes but isn't limited to, annual companywide events, monthly all hands meetings and beer-o-clocks.

Planning offsite meetings, seminars and conferences.

Travel coordination

General administration around meetings, events, activities, team buildings and holiday celebrations.

Creating and maintaining strong, valuable and mutually beneficial working relationships.

Keeping track and driving key projects to completion.

Proactively resolving conflicts in schedules

Creating documentation for the SOP on travel, travel advances and the way around the difficulties we had without CORP cards. Managing group logistics

Acting as a liaison for direct reports and recruitment

Handling confidential information with discretion and liaise with professionals inside and outside the company.

Organize, prioritize and appropriately handle time-sensitive information and ensure action required is addressed accordingly.

Create and manage relationships with caterers & other vendors to maintain a unique office environment

Passionate about my job and customers.

Proactively search for training and programs that will increase my productivity and efficiency.

Managing my own expenses as well our Site Lead's expenses.

Solving problems creatively, frugally and without sacrificing quality or the comfort of my customers.

Company: Amazon Web Services

Position Held: End User Support Engineer Team Lead

Period: June 2016 – July 2017

Responsibilities

Supporting users with technical problems

Creating reference content

Creating and facilitating training

Rating reviews: Dive and Save, coaching

Writing narratives and reporting on the progress of our team

Setting up and upkeep of team structures like routing, skills

Rover for New Hires

Hiring new team members

On boarding the support of new services

Company: Amazon

Position Held: Team Manager - UK Local& Amazon Tickets

Period: November 2014- June 2016

Responsibilities

Real Time Monitoring

Coaching: Setting up a coaching plan, setting SMART goals and making sure the SMART goals are reached

Promoting team spirit

Attaining metrics goals

Reporting

Identifying behavioral trends and gaps in knowledge

Auditing

Handling and Resolving escalated issues

Training

Data mining

QA

Trend analysis, data analysis

Project management

Moderation

Up skilling and workshops (soft skills & hot topics)

Position Held: Team Manager–Technical Support

Period: November 2011 - November 2014

Responsibilities

Real Time Monitoring

Coaching: Setting up a coaching plan, setting SMART goals and making sure the SMART goals are reached

Promoting team spirit

Attaining metrics goals

Reporting

Identifying behavioral trends and gaps in knowledge

Auditing

Handling and Resolving escalated issues

Training

Data mining

QA

Trend analysis, data analysis

Project management

Moderation

Extra Responsibilities

Team Manager

Starting and maintaining the “negative to positive” initiative

Soft skill workshops

Improving the coaching and implementing a coaching report

Blurb Improvement

Rewards and Recognition Program: (March 2013 – current)

Promoting, advertising and marketing the program

Facilitation and planning of a leadership Day

Point of Contact to RnR (Rewards and Recognition) representative

All administrative and book keeping duties

Morale Team: (September 2011 – 2019)

Planning events

Brain storming for new ideas

Position: Retail Customer Service Specialist

Period: June 2011 – September 2011

Responsibilities

Taking inbound calls to resolve existing customer's queries

Helping new customer with account setup

Assisting customer with marketplace related queries

Making the necessary outbound calls to ensuring that customer's problems have been solved

Assisting new CSA's on the floor.

Coaching

Mining

Watching queues

Special Responsibilities

I was chosen as a rover and mentor to the CSA’s after being on the phone for two weeks. As a rover we have to:

Help CSA's with system and account related queries

Give advice and post-training support

Compile a mentor/rover report daily

Identify gaps in knowledge

Coach CSA's when needed

Participate Gradbay training sessions

Mined contacts for errors and to identify trends and areas to improve processes

Company: Dimension Data BPO Client: ASDA

Position Held: Resolution /Support Colleague – (ASDA Direct)

Period: 2008 – 2011

Responsibilities

Support to the ASDA retail stores in the UK

Mentoring

Coaching

Quality Control

After training support

Incubation support

Maintaining SLA

Training assistant

Raising and checking up on trouble tickets

Manager support

Graduated High School in 2004