Summary
Overview
Work history
Education
Skills
Languages
Affiliations
Timeline
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Amy Evans

Amy Evans

Cleobury Mortimer,Shropshire

Summary

Accomplished customer-centric generalist with a flair for reading between the lines. Specialises in building trust between customer and company through excellent onboarding, streamlining processes, and strong written and verbal communication. Enjoys problem solving, and working cross-laterally with other departments to improve customer (and team) satisfaction. Confident project manager, thrives in a remote environment.

Overview

12
12
years of professional experience

Work history

Customer success specialist

Batelle
Remote
06.2021 - 05.2024
  • Provided high level, data-driven customer support and guidance for US based edtech startup
  • Led successful overhaul of customer onboarding, increasing daily intake from 6 clients to 60+
  • Enhanced customer satisfaction and optimised processes, reducing refund rates from 60% to 5% within onboarding
  • Led detailed 1hr+ customer training sessions up to three times per day, personally responsible for creating presentations and scripts
  • Created and edited in-app customer video guidance independently at home, in collaboration with content team
  • Involved with training industry leading AI bot
  • Worked laterally with all departments to advocate for customers
  • Supervised team, led meetings, spearheaded projects and provided HR support
  • Used multiple data collection strategies to improve customer satisfaction, instilling feedback into business strategy plans to improve customer experiences.
  • Troubleshot technical issues using ticketing system, ensuring smooth user experience for customers.
  • Developed extensive product knowledge in paediatric sleep for elite customer support
  • Specialised in resolving complex complaints for fatigued, dysregulated customers

Assistant manager

Moist
Bristol, Somerset
02.2018 - 09.2018
  • Managed daily operations of natural food company to ensure smooth running of kitchen and market stalls
  • Increased staff productivity by providing comprehensive training programmes, focused on upselling, efficiency, marketing and food hygiene
  • Developed strong relationships with suppliers, ensuring timely delivery of products.
  • Ran business completely in prolonged absence of manager

Customer service manager

Mood Food
Yangshuo, Guangxi, China
02.2016 - 11.2017
  • Managed customer service and satisfaction at wellbeing centre in China
  • Communicated with clients in English and Mandarin
  • Managing business entirely in prolonged absence of owner

Montessori Multi-Age classroom teacher

小种子幼儿园
Beijing
09.2012 - 07.2015
  • Lead teacher in multi-lingual Montessori kindergarten
  • Assessed student progress through regular evaluations, adjusted teaching methods accordingly for improved outcomes.
  • Facilitated engaging and creative group discussions on various topics to encourage critical thinking skills amongst students.
  • Participated in parent-teacher meetings regularly-shared insights about pupil performance and potential areas of improvement.

Education

Bachelor of Arts - Psychosocial Studies

Goldsmiths, University of London
London
09/2018 - 06/2021

Skills

  • Customer relationship management
  • Product onboarding procedures
  • Customer training
  • Proactive engagement
  • Cultural awareness
  • Project coordination
  • Feedback collection
  • Complaint handling

Languages

Chinese (Mandarin)
Intermediate
French
Elementary

Affiliations

  • Hiking
  • Early years education
  • Nutrition
  • House renovation

Timeline

Customer success specialist

Batelle
06.2021 - 05.2024

Assistant manager

Moist
02.2018 - 09.2018

Customer service manager

Mood Food
02.2016 - 11.2017

Montessori Multi-Age classroom teacher

小种子幼儿园
09.2012 - 07.2015

Bachelor of Arts - Psychosocial Studies

Goldsmiths, University of London
09/2018 - 06/2021

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Amy Evans