Open to opportunities

Laura Brown

@laurabrown

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Results-driven Customer Success Manager with 10+ years of experience.

United Kingdom

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What I'm looking for

I am looking for a role that values customer-centric strategies and offers opportunities for team leadership and professional growth.

I am a results-driven Customer Success Manager with over a decade of experience in delivering exceptional service across the energy, SaaS, and transport sectors. My expertise lies in leading teams, optimizing CRM systems, and designing customer strategies that significantly boost satisfaction and retention. I have a proven track record of reducing contact volume, improving onboarding processes, and elevating customer satisfaction (CSAT) and Net Promoter Score (NPS) metrics.

At Shell International Trading and Shipping, I streamlined onboarding processes, reducing time by 50% while ensuring 100% accuracy. My strategic engagement initiatives led to a remarkable 29% increase in customer satisfaction. Additionally, I spearheaded a comprehensive overhaul of our CRM system (Salesforce), which enhanced operational efficiency and stakeholder reporting. My previous roles at Limejump Limited and TOOT by RATP further honed my skills in managing large teams and improving service metrics, earning accolades such as the TripAdvisor Traveller's Choice Award.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

Shell International Trading and Shipping

Apr 2023 - Present (2 years 3 months)

Streamlined onboarding processes, reducing time by 50% and ensuring 100% accuracy. Achieved a 29% increase in customer satisfaction through strategic engagement initiatives. Led a CRM (Salesforce) overhaul, boosting operational efficiency and stakeholder reporting.

Salesforce Process Optimization Customer Journey Mapping

Customer Service Manager

Limejump Limited

Nov 2020 - Present (4 years 8 months)

Managed over 600 B2B clients with an 80%+ first-time resolution rate. Trained and led a high-performing team, raising First Contact Resolution from 63% to 83%. Reduced inbound contact by 15% and improved SLA response from 72 hours to 4 hours.

B2B Support Team Leadership First Contact Resolutions Process Optimization CRM Management

Customer Service Manager

TOOT by RATP

Apr 2011 - Present (14 years 3 months)

Oversaw over 50 staff, improving CSAT from 2.5 to 4.5 and NPS from -3 to +27. Earned the TripAdvisor Traveller's Choice Award in 2019 and 2020 for excellence.

Team Leadership Customer Satisfaction NPS Customer Service

Education

Degrees, certifications, and relevant coursework

Birkbeck, University of London

BA English Language & Literature, English Language & Literature

Grade: 2:1

Completed a comprehensive program in English Language & Literature, focusing on critical analysis and literary theory. Achieved a 2:1 classification, demonstrating strong academic performance and analytical skills.