Yasmin Kwayisi
@yasminkwayisi
I improve customer journeys, service operations, and remote team performance through empathetic, data-led support.
United KingdomWhat I'm looking for
At Explore Learning, I’ve delivered customer support, consultations and onboarding across virtual and centre-based environments, ranking in the top 5% company-wide for online conversion. I manage complex enquiries with empathy while helping families choose tailored learning solutions.
As a Customer Support Manager, I supported 75–100 customers daily and improved service consistency through HubSpot, Intercom, AI-powered workflows, training documentation and knowledge resources. I used NPS feedback, customer insights and KPI check-ins to strengthen response times, remote collaboration and team engagement.
I also launched and scaled one of Explore Learning’s fastest-growing centres, leading 20–25 tutors and two Assistant Directors. I’ve been recognised with Best Staff, Best Customer Service for two consecutive years, Tutor of the Year and Tutor of the Region awards.
Experience
Work history, roles, and key accomplishments
Remote Community & Customer Success Manager
Explore Learning
Jan 2024 - Present (2 years 8 months)
Ranked in the top 5% company-wide for online conversion, consistently exceeding sales and performance targets through consultative customer conversations. Guided families through personalised online consultations and delivered an outstanding customer journey from first enquiry through onboarding.
Customer Support Manager
Explore Learning
Jan 2022 - Dec 2024 (2 years 11 months)
Delivered high-quality support to 75-100 customers daily, resolving enquiries efficiently while maintaining an exceptional customer experience. Improved service consistency and response times through effective CRM management using HubSpot and Intercom, and increased team efficiency by introducing AI-powered workflows and automation.
Education Centre Manager
Explore Learning
Jan 2016 - Dec 2022 (6 years 11 months)
Launched and scaled a new tuition centre, establishing it as one of the fastest-growing centres in the region through strong operational leadership and customer-focused strategies. Built and led a high-performing team of 20–25 tutors and two Assistant Directors, consistently exceeding KPIs across member retention, customer growth and centre performance.
Education Centre Supervisor
Explore Learning
Jan 2015 - Dec 2016 (1 year 11 months)
Delivered an exceptional customer experience from initial enquiry through to member onboarding, building trusted relationships with families and supporting long-term member retention. Led, coached and motivated a team of tutors, maintaining high standards of educational delivery, engagement and safeguarding.
Education
Degrees, certifications, and relevant coursework
Middlesex University
Bachelor of Arts, Sociology with Criminology
2012 - 2015
Pursued a BA Hons in Sociology with Criminology, developing a strong foundation in social sciences and analytical skills.
St Mark's Catholic School
A-Levels, English Literature, Psychology, and Sociology
2010 - 2012
Completed A-Levels in English Literature, Psychology, and Sociology, preparing for higher education.
St Mark's Catholic School
GCSEs, General Education
2005 - 2010
Grade: A-B
Earned 9 GCSEs with grades A-B, including Maths and English, demonstrating strong academic performance.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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