• Works in Tech.

    Works with People.

    A self-starter who completes tasks in a methodical and efficient manner. Possessing all-around business knowledge and experience project managing within deadlines; using excellent time-management, initiative and attention to detail to achieve objectives

  • Key Competencies

    1

    Leadership

    I blame this on being the eldest of 4 children. I am able to provide clarity, direction and accountability whilst empowering each member of a project team to apply expertise, volunteer ideas and fully contribute. I also regularly host workshops.

    2

    Communication

    Both written and face to face. A creative writer at heart I apply this to my training materials, email correspondence and public speaking

    3

    Project Management

    Communicating with stakeholders, keeping all the plates spinning in the air. Working to deadlines. I love it all.

    4

    Team Building

    Through hosting team building sessions, co-coordinating 360 feedback initiatives and ensuring each project review includes a review of personal development

    5

    Training

    Design and delivery as the subject matter expert. Training adults as though they are that interpreting motives and satisfying key stakeholder goals. Providing the right information at the right time through the best medium

    6

    Coaching & Mentoring

    A lifelong commitment to living life with an open hand. Learning from one another and challenging one another

  • Experience(s)

    Customer Success Manager

    Trint

    Jun 2018 - Present

    Customer Success Consultant

    Freelance Projects

    May 2018

    Trial Success Manager

    Green Running

    Jan - Apr 2018 (Contract)

    • 2nd member of Success team, working with the head of customer experience to establish service level agreement and customer support practices. 
    • Key relationship owner for B2B trials working closely with the business development manager to design trials with customer success principles and client goals being set and reached.
    • Working cross-functionally with the product team to ensure updates and changes are communicated to the customer and processes are evolved within a build measure learn cycle in line with Product Roadmap and internal resource
    • Leading internal training on Google and other online productivity tools and software’s, empowering teams to work at scale.

    KEY PROJECTS

    • Establishing playbook for managing all Verv smart hub trials
    • Writing Green Running Customer Success handbook ahead of team and organisational growth
    • Developing a researched proposal for introduction of a CRM system
    • Using previous experience to encourage and contribute to a Property strategy

    Implementation Consultant & Customer Success Manager

    Goodlord

    Dec 2016 - Jan 2018

    • Inaugural team member (no. 4 in team no 46 in company) under the Success department specialising in the onboarding of new clients including delivering training both remotely and in-person. Creation of standard and custom supporting resources including process maps and guides.
    • Leading the lettings industry knowledge initiative delivering regular AST masterclasses and maintaining an internal site as resource
    • Being point of contact as relationship manager for over 70 clients ensuring value of the platform is communicated at every opportunity
    • Supporting with all queries and providing metrics on value and goals achieved through the platform. Resolving escalations and collating feedback and product development suggestions

    KEY PROJECTS

    • Implementing a process of team tasks using Trello and principles of Agile project management
    • Delivering the proposal for a new Professional Services function within the company to include revenue-generating training, business consultancy services and process mapping for clients. Projected OKRs for this department to encourage client empowerment and reduce desk support tickets.
    • Wellbeing Champion supporting colleagues with drop in sessions, organising mental and physical initiatives

    Graduate Surveyor

    Beckett & Kay LLP

    Jun 2016 - Nov 2016

    • Focusing on valuations for the purposes of the APC assessment
    • Measuring properties and developing draft valuations for submission and review of the partners
    • Management of residential properties to include arrears chasing, service of notices and negotiation of new leases

    Assistant Commercial Surveyor

    The Bedford Estates

    Dec 2015 - Jun 2016

    • Working alongside the Head of department managing a Bloomsbury and Chelsea portfolio of over 200 interests
    • Approving agent’s HOTs and negotiating lease terms alongside solicitors to establish new tenancies
    • Instructing and supporting external surveyors in lettings, specialist rent reviews, market reports and dilapidations procedures

    Estates Administrator

    Colliers International

    Jun 2015 - Nov 2015

    • Supporting 7 surveyors in the management of 3 clients; building relationships with client landlords, tenants, suppliers and staff
    • Portfolio management of 50+ interests including general landlord and tenant issues
    • Working with client accountants to ensure that all funding requests and monthly Reports are checked and correctly administered,
    • Monitoring KPIs

    Residential Property Administrator

    The Bedford Estates

    Feb 2014 - Jun 2015

    • Supporting 3 property managers and a facilities manager in day to day management of residential portfolio
    • Invoice registration and approval, maintaining and implementing various operational schedule reporting on KPI’s
    • Conducting property inspections in accordance with contractual and insurance obligations
    • Arranging inventories & liaising with utility companies with regards to incoming tenants
  • Asana & Trello

    Salesforce & Gainsight

    Google & Microsoft Suite

    Desk, Zendesk & Intercom

    GTM Hub & YouTrack

    Atlassian & Confluence

    Tramps & Qube

    Teachable

  • Qualifications

    ILM Level 3 Coaching Qualification

    Koreo (2017-2018

    PgDip Real Estate & Property Management

    University of Salford (2015 - 2017)

    Bsc International Hospitality Management​

    University of Surrey (2008 - 2012)

  • Psychometrics

    Let's get personal

    16 Personalities

    “The Protagonist” (ENFJ-A)


    Strength of individual traits: Extraverted: 83%,

    Intuitive: 63%

    Feeling: 64%

    Judging: 79%

    Assertive: 75%


    Role: Diplomat
    Strategy: People Mastery

    Big 5 Test

    Believer, coach, optimist & Storyteller

  • Connect With Me

    If you have a role, opportunity or simply a coffee and chat, please reach out!

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