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Work Background
TextCustomer Success Manager
Oct. 2021Barcelona, Catalonia, Spain● Designed and executed customer success strategy across EMEA, increasing retention and driving YoY growth.
● Onboarded and trained 100(s)+ new clients, ensuring rapid product adoption and value realization.
● Partnered with product and operations teams to implement 3 major customer-centric initiatives, reducing churn by ~12%.
● Delivered executive-level insights to leadership, shaping roadmap priorities and improving overall customer satisfaction
WebInterpretCustomer Experience Specialist, Community Manager & Zendesk Administrator
Jun. 2016 - Jul. 2021Warsaw, Masovian District, Poland● Automated customer workflows in Zendesk (creation & management of automated Customer communication), cutting response time by 30% and improving
satisfaction.
● Management & Analysis of all NPS Community Reporting
● Creation & Management of Knowledge Base (Help Center) Internal and External process guides and educational articles
● Creation of educational and advisory public email campaigns
● Liaison between Senior Management and Front line staff for operational changes and implementation of new processes/software/materials etc.
● Leading Training exercises and engagement sessions for operational improvements
● Creation, copy-writing and proofreading active content for public websites, landing pages, sales campaigns and community forums
Matthew Joseph Consultancy - Hobby & You LtdSales, Project Management & Copywriting Consultant
Jun. 2015 - Jul. 2016Warsaw, Masovian District, Poland● Management of Multi-Lingual International Sales Team in Paper Crafting Industry
● Creation of all Retail Product Collection titles ● Editing and quality management of all designs prior to manufacturing
● Design and publication of Press Releases
● Representation at Trade Events And Shows
Matthew Joseph ConsultancyPrivate Healthcare Consultant
Jul. 2013 - Jun. 2015Warsaw, Mazowieckie, Poland● Providing individual and corporate clients with Private Healthcare support, advice and navigation of products and marketplaces
● Negotiation and construction of bespoke healthcare policies with major insurers i.e. Aviva, Bupa.
SELLBYTEL Group SpainTraining and Development Manager
Sep. 2008 - Aug. 2013Barcelona● Implemented, established and developed a self sustained Training team supporting over 400 employees in 2 countries.
● Created and delivered Training material which is now established as client (Apple) compulsory curriculum.
● Excelled in building and maintaining highest-level client relationships.
● Managed full recruitment, Trainer development and logistical requirements within budget constraints and achieved financial viability.
● Authorized Apple Chat Trainer (First certified non Apple Trainer in EMEA).
● Created and delivered Training material which is now established as client (Apple) compulsory curriculum.
● Continuously involved with key Project Management decision-making and implementation. Reporting directly to Senior Sales and Operations Director and CEO.
SELLBYTEL Group SpainMacExpert Sales Manager
Oct. 2007 - Sep. 2008Barcelona Area, Spain● Successfully leading MacExpert staff in maximising sales and service performances.
● Developed and maintained all training and coaching plans to ensure ongoing improvement.
● Represented Sellbytel at high level client meetings and contractual negotiations.
● Successfully established additional language sales and service teams in Berlin.
AvivaSales Manager
May. 2005 - Oct. 2007Southampton, United Kingdom● Managed and developed a Sales Team of 20 employees
● Exceeded annual Sales Targets of over 8,000,000GBP
● Established and developed full internal disciplinary structure to ensure on-going Financial Services authority licensing.
● Created and delivered all on-going Training and Development plans for Sales Executives and support staff.
● First ever Manager to win consecutive “Sales Manager of the Year” awards (2005, 2006).
AvivaSales Executive
Mar. 1999 - May. 2005Southampton, United Kingdom● Exceeded individual annual Sales Targets of over 400,000GBP (Sales Executive of the year 2002, 2003 & 2004).
● Developed and maintained key client relationships with Individual and corporate customers. This
included winning the largest ever individual Healthcare contract in Department history. ● Assisted Management in development and coaching of under-performing team members.
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