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