CT@collinst
Customer Success professional with a marketing diploma and right to work in UK, US & EU. Remote.
United KingdomI am looking for a job which allows some flexibility in location with, ideally a remote and distributed structure. I am currently based in the UK but I have worked throughout Europe and plan to continue that in the future.
Environments where openness, personal connection, honesty, and collaboration across different teams is encouraged particularly appeal to me.
With over 13 years of diverse professional experience, I bring a wealth of expertise in customer success, strategic thinking, and process optimisation. I am excited about the opportunity to leverage my skills and background to contribute to whatever customer-focused team I am given the opportunity to be a part of.
I am adept at simplifying complex technical concepts and guiding customers through processes, ensuring a seamless experience.
I am no stranger to collaborating across departments, a skill I honed during all three of my last positions. Working in collaboration with a Sales Team, Marketing Team, Development Team, KYC, and Fraud Team was standard for me at Blockchain.com and Coinledger. This experience involved gathering information key to solving complex customer queries or fix bugs, investigating compromised accounts, refining processes, and gathering feedback to drive efficiency.
Furthermore, I have a proven track record of identifying opportunities for process improvement and implementing data-driven strategies.
Having worked in roles that required adherence to US and Russian time zones, such as at Blockchain.com, or US and Oceania time zones at Coinledger, I am well-acquainted with working shifts focused on customers across a range of global time zones. Asynchronous and fully remote positions have been a mainstay of my career for the last five years.
My familiarity with systems like Zendesk, Intercom, Slack, Guru, Notion, Stripe, PayPal, Jira and others, as well as my proficiency in delivering support via Facebook, Twitter, and Instagram, ensures my ability to quickly adapt to a range of working styles.
COCoinledger
Feb 2022 - Aug 2023 (1 year 6 months)
• Managed a range of enquiries via email and live chat for Coinledger's online crypto tax platform.
• Aided new customers and directed them to relevant support articles.
• Achieved high levels of customer satisfaction as evidenced by Trustpilot Reviews from my time on the frontline Support Team.
• Investigated and replicated bug reports, escalating them via Jira.
• Resolved complex issues reported
BL• Delivered email and live chat support for Blockchain Wallet, Blockchain Exchange and HNW customers.
• Achieved top performance metrics, including high customer satisfaction scores and chat acceptance rates.
• Simplified technical concepts, guided account setup over lice chat in real time, and managed fraud cases.
• Conducted thorough fraud detection using internal tools and techniques.
• Assiste
PAPeabody Housing Association
Aug 2015 - Apr 2018 (2 years 8 months)
• Led the Legal Disrepair Team handling resident claims across London.
• Reduced compensation claims by 37% and increased internal resolutions by 50%.
• Developed data-driven processes, organised awareness campaigns, and gathered feedback.
• Spearheaded increased focus on social media channels and providing support via Facebook, Twitter, and Instagram.
• Managed team performance, refined KPIs, and
Peabody Housing Association
Jul 2012 - Aug 2015 (3 years 1 month)
Managed a caseload, conducted site visits, and resolved escalated cases. Collaborated with the Legal Disrepair Manager on negotiated agreements. Provided support to junior agents and cleared backlogs during pressure periods.
ADP Dealer Services
Jun 2010 - Jul 2012 (2 years 1 month)
Provided technical support to auto dealerships using a Dealer Management System. Onboarded new users and upsold dealership services. Handled support calls, emails, and created support tickets. Created tutorials and contributed to the internal Knowledge Base.
Learn about the tools and technologies that Collins likes to use.
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