Stella Adams

Grew and maintained support delivery through 37% year-on-year growth, managing around 14,000 tickets annually, and achieved 86.9% CSAT with a 75.9% one-touch resolution rate and <0.5% dissatisfaction. Reduced median resolution time for new client tickets by 74% (7.2 to 1.9 business hours) by redesigning ticket tracking and automated closure workflows, and launched a Premium Support tier supporting

Owned client enquiries end to end in a regulated environment, ensuring clear notes, accurate rationale and consistent follow up. Drove process improvements using SOPs, templates and Zendesk macros, and won the Amiqus Impact Award 2023 (Employee Voted).

Managed investigations and escalations within strict SLAs and quality expectations, balancing speed with accuracy to resolve complex cases. Produced fortnightly reporting and maintained proactive client communication with clear next steps.

Used Salesforce as the system of record to log prospect outreach and maintain clean pipeline stages with clear next steps. Built structured prospect stories (use case, requirements, stakeholders, decision criteria and risks) to support inside-to-field handovers and better prepared appointments.

Coordinated Ethernet installation and cease requests, tracking progress across multiple stakeholders and internal teams. Managed programme trackers, raised orders/ceases with third parties, and escalated delivery risks early to protect timelines and customer expectations.

Led day-to-day service delivery for a B2B helpdesk team, maintaining coverage against client-defined SLAs. Delivered coaching informed by QA scorecards, forecasted demand using volume trend analysis to plan coverage and staffing, and partnered with agencies on recruitment and onboarding.

Managed ATM incidents end to end, prioritising by risk and impact and ensuring accurate reconciliations. Maintained clear, compliant records throughout incident resolution to support auditability and reduce repeat errors.

Recruited, trained and coached a telesales team selling currency products to the general public. Monitored calls for QA with real-time feedback, coached performance using quality standards, and handled escalations and complaints with calm de-escalation and clear next steps.

Served as a direct point of contact for consumers and business customers purchasing Travelex currency products, including services provided on behalf of third parties such as banks and supermarkets. Managed queries, escalations and resolution through disciplined CRM and ticket note logging to reduce repeat contact.

Grade: Merit

First Diploma in Art and Design completed with a Merit grade.

Grade: English Lit A*, English Lang A, French C, Maths C, Double Science DD, Geography C, Food Technology B

GCSEs completed including English Literature (A*), English Language (A), French (C), Mathematics (C), Double Science (DD), Geography (C), and Food Technology (B).

Completed Zendesk Support for Agents (Foundational Support).

Completed NVQ Customer Service Level 2.

Completed NVQ Management Level 3.

Completed 'From Teammate to Highly Respected Leader' (CPD Accredited).