C.V

Successful Manager with 7 years’ experience in Product Management, Project Management, Change Management, Customer Experience and operations.

Proven track record in developing and analysing insurance products, and improving the end-to-end customer journey. Highly experienced in managing multiple projects in fast-paced, changing environments following both waterfall and agile methodology.

Strong communicator who can build effective working relationships with senior internal and external stakeholders, and software development teams. Experience in managing third party suppliers and client relationships. Line management experience. Fluent in French.

EXPERIENCE

ASURION EUROPE LTD, Oct '13 - Jan '20

Leading provider of device insurance, warranty & support services for mobile phones, consumer electronics and home appliances.

Senior Product Manager, Jan '19 - Jan '20

Product Manager, Jan '17 - Jan '20

Managed the performance of the insurance products in the Dutch and French Markets for c.500,000 customers, analysing KPIs and market trends to identify opportunities to increase revenue and improve customer experience. Engaged with Agile development teams to enhance the customer journey through iterations to online and contact centre policy administration software. Managed Clients in the Netherlands. Managed in-country regional account manager.

Achievements:

• Led the successful delivery of various cost-saving initiatives across the business generating savings of $3 million.
• Launched a new Insurance Product in the Dutch market, turning the programme from a loss into a profitable product for the business and client, and migrating 180,000 existing customers. This led to promotion to Senior Product Manager.
• Set up a reporting suite to closely analyse a key KPI in order to identify cost saving opportunities which led to business savings of c$1 million, without impacting the customer experience.
• Project managed the closure of the French business and all related products, successfully migrating all customers onto a new provider with minimum disruption to the customer experience.

Customer Experience Manager, Oct '13 - Jan '17

Analysed and reported on Customer Experience to internal and external stakeholders. Managed French, outsourced supplier of contact centre services. Led Customer Solutions responses to RFPs for business development purposes. Drove cost-saving initiatives in line with AOP whilst maintaining excellent customer experience. Responsible for driving change to improve customer experience across Europe in line with TCF regulatory guidelines. Direct and indirect management 28 people.

Achievements:

• Created a Quality Assurance function to monitor all customer experience touch-points and identify opportunities to enhance the experience, and celebrate successes.
• Created and launched a training and induction programme to support the new Quality Assurance function and delivered this to all country teams.
• Led the recruitment campaign for 15 customer services agents in the Dutch market, working closely with HR to support the launch of the new Dutch product business.

DELOITTE UK, Senior Case Handler, Jan '13 - Oct '13

Contract role handling complaints in relation to mis-sold Payment Protection Insurance policies. Interim Team Leader responsibilities.

JET PROGRAMME, Embassy of Japan, Assistant Programme Coordinator, Oct '12 - Jan '13

Advertised the JET Programme at University Graduate events and reviewed applications to the programme.

JET PROGRAMME, Japan, Assistant Language Teacher, Aug '10 - Aug '12

Taught English and French as a Second Language to high school students in Japan. Reviewed and updated the French curriculum course content. Created an English debating course for final year high school students.