Fiona Michelle

Engaged with users via live chat on the Cleo App, assisting with Salary Advance features and account issues. Supported users of the Credit Builder Card and contributed to product development by gathering user feedback and reporting trends. Also assisted in training the AI by annotating conversations.

Managed the full application screening process and handled documentation for new and current hires, including contracts and personal information. Focused on creating a positive candidate experience and supported payroll tasks. Collaborated with Operations teams to improve processes and contributed to wider business projects.

Collaborated with fulfilment centre teams to enhance customer experience and managed customer queries efficiently across various channels, including social media. Ensured accurate information dissemination throughout the organization and reported on operational issues weekly. Effectively resolved customer inquiries and worked towards KPIs.

Provided evening shift support to LiveOps agents and store managers, monitoring rider behavior and managing escalations to ensure timely grocery deliveries. Documented and updated SOPs for process optimization and collaborated with the UK Operations team to maintain performance standards. Scheduled rider shifts and supported store managers in resolving customer issues.

Managed evening logistics for the e-bike fleet, ensuring functionality and correct relocation of bikes and batteries. Operated a live logistics app and resolved customer product or service issues across multiple communication channels. Met individual metrics for case volume, availability, and customer satisfaction using Zendesk.

Cultivated strong client relationships, ensuring a smooth service level and hosting client training sessions. Managed the Primal Pictures Outlook inbox, resolving all queries within 24 hours and guaranteeing positive customer experiences. Identified new subscribers via Salesforce Dashboard to launch customer contracts and cross-trained team members.

Administered the end-to-end order to delivery process for a portfolio of FMCG customers and resolved payment and invoice queries from third parties. Produced and analyzed performance reports for individual customer accounts, fostering strong relationships with internal and external stakeholders. Communicated stock information and collaborated across departments to ensure timely completion of forec

Managed the Fox Direct Inventory Report and all placed orders, ensuring relevant stock availability and correct processing. Handled all product queries from customers and kept clients updated on New Release schedules. Effectively managed client queries via phone and email, liaising with credit control and providing online support for eBay customers via Zendesk.