Giving and Receiving Feedback

Using AI for Customer Service Managers

Navigating Organizational Politics as a Senior Leader

Technical Writing: Quick Start Guides

TalkType Accreditation 2024

Transitioning to Management for Salespeople

Identify Sales Growth Opportunities

Professional Certificate in CX with Distinction

Customer Service: Handling Abusive Customers

Executive Leadership

Customer Experience: Creating Customer Personas

From Conflict to Courage: A Guide for Senior Leaders

NVQ Level 2 Telesales

AI Productivity Hacks to Reimagine Your Workday and Career

Build Your Generative AI Productivity Skills with Microsoft and LinkedIn

Leading with Innovation in the Age of AI

Addressing Unconscious Bias as a Leader

How to Create Great Customer Experiences

Coaching Skills for Leaders and Managers

Be an Inclusive Organization People Won't Leave

Championing the Customer in Everything You Do

Caption.Ed Accreditation 2024

Succeeding as a Senior Manager Professional Certificate by LinkedIn Learning

Become a Sales Manager

Build Your Inclusive Leadership Skills

Adding Value through Diversity

Sales Coaching

Cert Prep: Excel 2016 Microsoft Office Specialist (77-727)

PowerPoint: Silicon Valley Presentation Secrets

Copilot in PowerPoint: From Prompt to Presentation

GCSE

Professional Certificate in CX

A2 Levels

Progressed from Specialist to Team Lead to Team Manager in Under 18 Months

Consistently promoted for delivering measurable improvements in customer satisfaction, operational efficiency, and team development. Oversaw frontline support operations, implemented process enhancements, and fostered a high-performance, customer-first culture.

Key Achievements Across Roles:
- Managed daily operations for a growing support team, ensuring SLA compliance and high CSAT scores.

- Introduced structured KPIs and performance tracking, driving measurable service improvements.

- Reduced repetitive tickets by implementing self-service resources and refining workflows.

- Delivered 1:1 coaching and career development plans, with multiple team members promoted internally.

- Collaborated with product and engineering to escalate and resolve complex technical issues.

- Coordinated extended-hour coverage, ensuring consistent service during peak demand periods.

Client Support Team Lead

Delivered High-Quality Technical Support While Consistently Exceeding SLA Targets

Provided front-line technical assistance to a high volume of customer inquiries, resolving issues quickly and professionally while maintaining strong CSAT scores and meeting strict service levels.

Key Achievements:
- Consistently met or exceeded SLA and first-contact resolution targets.

- Diagnosed and resolved complex technical issues across multiple systems and platforms.

- Used creative problem-solving to identify root causes and prevent repeat incidents.

- Delivered clear, empathetic customer communication, resulting in positive feedback and retention.

- Supported knowledge base development to improve efficiency and reduce handling times.

Technical Support Advisor

Specialised in Sage 50 Accounts & Consistently Exceeded Support KPIs

Provided expert technical and business advisory support to UK and Ireland customers, helping businesses optimise their use of Sage products and improve financial processes.

Key Achievements:
- Maintained consistently high CSAT while resolving complex financial software issues.

- Delivered best-practice advice that improved client efficiency and accuracy in accounting workflows.

- Identified upsell and cross-sell opportunities during support calls, contributing to revenue growth.

- Stayed ahead of product updates, ensuring customers received accurate, up-to-date guidance.

- Represented Sage in community initiatives, reinforcing brand trust and engagement.

Supported Global Clients & Delivered SaaS Solutions for Incident Communication

Provided technical support and best-practice guidance for the Everbridge platform, serving over 4,000 global clients. Managed incident communications, mass notifications, and GIS targeting solutions.

- Triaged and resolved technical cases within KPI targets.

- Assisted in product development for unified notification and incident management tools.

- Delivered SaaS platform demos and generated qualified sales leads for account executives.

Business Development Representative

Cut First Response Time by 93% & Boosted CSAT to 93%

Lead CareScribe’s award-winning Customer Support team to deliver timely, empathetic, and effective service, aligning operations with company-wide goals and driving measurable improvements in customer experience, retention, and operational efficiency.

Key Achievements:
- Reduced average first response time for messaging from 3 minutes to 12 seconds.

- Cut ticket resolution time from 3 days to 1 day, 13 hours.

- Increased CSAT from 87% to 93% through workflow optimisation, coaching, and product improvements.

- Introduced CES and NPS tracking to provide a fuller picture of customer sentiment.

- Championed product updates, replacing outdated native apps with new versions for Windows and iOS.

- Launched CareScribe Academy for on-demand and remote training, improving user time-to-value by 15%.

- Supported team members in transitioning to other departments (notably QA), fostering internal mobility.

Customer Support Manager

Reduced Escalations & Improved CSAT in High-Volume Retail Support Environment

Led a high-performing B2C support team for a major UK retail client, managing escalations, improving quality standards, and optimising processes to enhance customer satisfaction and retention.

Key Achievements:
- Reduced escalation rates through proactive resolution strategies and improved frontline training.

- Delivered measurable CSAT improvements via targeted coaching and workflow optimisation.

- Created and implemented a knowledge base to speed up resolutions and reduce repeat issues.

- Partnered with cross-functional teams to resolve complex, multi-touch customer challenges.

- Led 1:1 coaching, performance reviews, and tailored training to boost both technical and soft skills.

Client Support Specialist

Achieved Sales Targets & Built SME Energy Customer Base

- Sold electricity to SMEs via cold calls and inbound enquiries.

- Consistently met or exceeded monthly sales quotas.

- Maintained accurate pipeline forecasting and account management.

Telesales Executive

Technical Support Engineer

Generated Leads & Sold Library Security Systems Nationwide

- Completed Level 2 NVQ in Telesales.

- Forecasted and built pipelines while managing inbound enquiries.

Telesales Professional

Client Support Team Manager

Built 8am–8pm, 7-Day Support Operation & Reduced Customer Friction with 40+ Self-Service Guides

Led a high-performing support team while integrating digital learning into customer operations to improve retention, reduce friction, and scale service delivery.

Key Achievements:
- Migrated the team to Freshdesk, enabling better ticket management, reporting, and automation.

- Expanded coverage to 7 days a week, 8am–8pm, delivering consistent service during peak customer demand.

- Created 40+ new self-service guides, empowering customers and reducing repetitive queries.

- Analysed contact drivers and delivered actionable insights to product and engineering teams, influencing roadmap priorities.

- Introduced recognition programs that boosted morale and reinforced a customer-first culture.

- Mentored and promoted team members into senior roles and other departments, including QA.

Client Support Team & Digital Learning Manager

Learned Customer Service Fundamentals & Team Coaching

- Delivered high-quality customer service and maintained store standards.

- Provided informal coaching to new team members.

Barista

Led Retail Sales & Store Operations

- Managed stock, supervised staff breaks, and handled mobile phone repairs.

- Delivered strong sales performance through product knowledge and customer service.

Jacob Eells

Founder of NutriTracker an AI Coach