Every day, I go to work to push the limits of what it means to be Trustpilot Support. We improve, innovate, engage and collaborate with consumers, companies and Trustpilot teams to create an ever-improving experience for everyone. Prior experience helps me to keep a steady hand in all steps of the process:
▪️ Two Masters specialised in digital transformation of business models and organisations. ▪️ 7-years’ e-commerce experience within B2C and B2B. ▪️ 5-years’ experience in agile methodologies. ▪️ Internal digital influencer, student mentor and partnerships’ builder. ▪️ Growth, Localisation and onsite optimisation specialist. ▪️ Advanced user of GTM and Google Analytics.
As the Solution Manager for the Support Self-Service & Automation team, I manage a team of specialists working on scaling Trustpilot’s support, while increasing customer satisfaction and decreasing operational costs by:
▪️ Using AI to augment agent efficiency - not replace them! ▪️ Removing hampering manual processes and technology silos preventing agent efficiency ▪️ Enhancing self-service to empower customers to solve issues faster and dedicate agents to complex issues
I am always keen on meeting like-minded people, who are passionate about transforming customer support into a valuable strategic asset for their organisation. If you want to get in touch, feel free to drop me a message.
