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Work Background
Southbank CentreSystems Manager - Events and Collections
Jun. 2025London Area, United KingdomManage the full lifecycle of the organisation's core Events Management, Digital Asset Management, and Collections Management systems at Europe's largest arts centre. Business Analysis & Project Management: Lead business analysis to translate stakeholder needs into technical specifications. Manage small to medium-sized software development projects from conception and requirements gathering through to UAT, release management, and roadmap planning. System Ownership & Support: Act as the organisational Subject Matter Expert (SME) for all Events & Collections applications. Oversee the Digital Systems helpdesk, ensuring user support requests are resolved efficiently, meet SLAs, and improve team KPIs. Training & Documentation: Drive best-practice system use by developing, delivering, and maintaining comprehensive user training programs and support documentation for staff across the organisation. Data Governance & Supplier Management: Ensure high standards of data integrity, quality, and security. Manage relationships with external software suppliers to track service delivery and stay updated on new products.
The Stepstone GroupPeople Applications Specialist
Nov. 2023 - Apr. 2025London Borough of Southwark, England, United KingdomKey Responsibilities: As a Functional and Technical Administrator for a suite of HRIS platforms, I specialize in configuring, customizing, and supporting Talentsoft, Neocase, Absence.io, SmartRecruiters, and Cornerstone to streamline HR processes in a global environment. My expertise as a Subject Matter Expert (SME) for SmartRecruiters has allowed me to partner with our in-house Talent Team to evaluate and optimize our current setup, ensuring alignment with evolving needs and enhancing efficiency. Key Contributions:
Supported the Talent Team in updating and refining the SmartRecruiters configuration to improve recruitment workflows and streamline system functions.
Led reporting and process improvement initiatives, such as creating quarterly reports and establishing system access and onboarding procedures. Fostered robust relationships with vendors and stakeholders, enhancing responsiveness and ensuring the HRIS meets all organizational requirements.
Delivered department-specific reporting and insights, supporting strategic decision-making across HR functions.
CodeTwo SoftwareSenior Customer Relations Specialist / Key Account Manager
Feb. 2021 - Aug. 2023Wroclaw, Lower Silesian District, PolandAnalyzed clients' needs, answered queries, solved issues, and followed up with potential/existing clients, such as resellers, distributors, and partners, to cultivate strong client relationships.
Fostered productivity and dedication to providing excellent service by leading training sessions and offering mentorship to teams.
Oversaw various accounts and met customers' expectations by delivering administrative and pre/post-sales support to customers. Key Achievements:
Acquired maximum end customers and increased onboarding numbers by nurturing solid relationships with new and existing partners.
CodeTwo SoftwareSenior IT Customer Success Specialist
Feb. 2018 - Jul. 2023Facilitated HR manager in the recruitment process and coordinated the initial stage of recruitment by verifying English language skills through phone interviews.
Served as first point of contact for high-profile customers from 110K+ companies and 140 countries, including Facebook, Caesars Entertainment, UNICEF, and government agencies.
Collaborated with developers, technical writers, and quality assurance teams, enhancing services, products, and websites based on customer and team feedback. Key Achievements:
Finalist in 2022 International CX Awards under the category of Best Customer Service.
Received 'Customer Service Department of the Year' award at the 2022 & 2023 Stevie Awards.
Acquired strong customer retention rates and improved feedback from end users on platforms such as G2.com and Capterra.
CodeTwoSenior IT Customer Success Specialist
Feb. 2018 - Jul. 2023Facilitated HR manager in the recruitment process and coordinated the initial stage of recruitment by verifying English language skills through phone interviews. Served as first point of contact for high-profile customers from 110K+ companies and 140 countries, including Facebook, Caesars Entertainment, UNICEF, and government agencies. Collaborated with developers, technical writers, and quality assurance teams, enhancing services, products, and websites based on customer and team feedback. Key Achievements: Finalist in 2022 International CX Awards under the category of Best Customer Service. Received 'Customer Service Department of the Year' award at the 2022 & 2023 Stevie Awards. Acquired strong customer retention rates and improved feedback from end users on platforms such as G2.com and Capterra.
AppleGenius Admin
Mar. 2014 - Dec. 2017Westfield, Stratford CityDirected a team of technicians (Genius team), focusing on monitoring scheduling, workload, resource allocation, project management, and customer interactions.
Maintained positive relationships with customers, interacting over the phone, educating, offering pre/post-repair care, troubleshooting, identifying solutions, and documenting escalations.
Spearheaded technical support department at the operational and administrative level. Key Achievements:
Grew market area statistics for the team’s productivity and TAT (turnaround time) for repairs.
Launched new systems and features, trained staff, and delivered positive feedback.
Supervised inventory management & admin team scheduling, leveraging Kronos.
Promoted from Mentor, Support Leader, and Lead Cashier-Product/Sales Specialist to Genius Admin by meeting and surpassing goals.
AppleLead Cashier/ Product Specialist
Aug. 2011 - Mar. 2014Westfield, Stratford CitySteered in-store cash office financial operations, investigations, and customer complaints, cooperating with a team of three lead cashiers.
Cultivated friendly relationships and acted as point of contact for non-end users and other departments within the store.
Led Financing services with Barclays, coaching, directing, and communicating with clients and staff to resolve issues.
Ensured adherence to procedures by partnering with operational managers and back-of-house teams.
Zoological Society of London (ZSL)Retail and Admissions Supervisor
Aug. 2010 - Aug. 2011Regents Park, London
Hamleys of LondonSales Floor Supervisor
May. 2008 - Aug. 2010Regent Street, London
Hamleys of LondonSenior Sales Assistant
Dec. 2005 - May. 2008Regent Street, London
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