Alice Deveney

Led a team of up to 25 Customer Happiness Advisors, managing fluctuating team sizes based on peak trading periods. Demonstrated a hands-on leadership style, ensuring high customer satisfaction while simultaneously developing scalable processes to prepare for growth.

Key Achievements:

• Improved CSAT: Consistently exceeded 90% CSAT, with a 92% 5-star feedback score in FY25.
• Collaborated on the creation and led the ongoing maintenance of a centralised knowledge hub (Google Sites) to streamline workflows, support consistent communication, and provide always-current guidance to the team
• Process and System Improvement: Spearheaded the redesign of the team’s onboarding program, reducing training time by 4 days and increasing new starter engagement scores to 5/5.
• Coaching & Development: Delivered continuous 1:1 and group coaching, fostering professional growth and team engagement. Facilitated UK business leadership coaching circles and performance management training, embedding a growth mindset and consistency across the company.
• Escalated Customer Query Resolution: Point of contact for escalated queries, turning high-value complaints into personal 5-star experiences through empathy, ownership, and exceptional service.
• Wellbeing & Team Morale: Initiated and led various wellbeing challenges and incentives and organised socials/parties, improving team engagement and satisfaction.

Key Responsibilities:

• Team Leadership: Managed a diverse, multi-location team, overseeing performance metrics, wellbeing, and coaching.
• Cross-Department Collaboration: Worked closely with teams such as Marketing and Operations to anticipate weekly contact volumes and possible customer pain points, to ensure fast resolution.
• Performance Reporting: Analyzed CSAT, NPS, and SLA data to generate actionable insights and report on team performance to senior management.
• Process Standardisation: Documented and streamlined departmental ways of working, information, training and policies, ensuring consistent quality and efficiency across customer interactions.

Played a key role in managing payment-related customer queries and improving retention by proactively resolving billing and subscription issues.

• Supported customers with failed payments and billing issues, enhancing retention
• Delivered clear, proactive email comms about failed subscription and order payments to 500+ customers monthly
• Managed chargebacks, fraud checks, and manual payments (Nuvei, Braintree, Adyen, Realex)
• Maintained up-to-date product knowledge to offer the best service and maximise upsell opportunities during customer interactions

Part of the original start-up team of 6 Advisors providing direct support via phone, email, and SMS. Contributed to core standards still in use today.

• Resolved a wide range of customer issues, maintaining over 90% 5-star feedback
• Served as onboarding trainer for new hires
• Supported early development of service documentation and internal processes
• Achieved WSET Level 2 qualification in Wine & Spirits
• Delivered wine recommendations and sales support
• Thrived in a dynamic, ‘test and learn’ culture during start-up years

• Represented leading UK charities (e.g. Age UK, The Heart Research Institute)
• Managed donor databases and cultivated ongoing supporter relationships
• Attended events to promote causes and secure funding