Andy Coy
Doncaster
Summary
A dynamic and results-driven Head of Customer Support with over 17 years of experience in the Education Technology sector, with expertise in leading cross-functional teams to deliver exceptional customer support, driving continuous improvement, and implementing strategic initiatives. Proven track record in project management and business process improvement, passionate about leveraging leadership skills and technical knowledge to enhance educational outcomes through innovative technology solutions.
As a customer-oriented operations leader with a strong history of leading high-performance teams to meet or exceed objectives, dedicated and hardworking with an internal drive to deliver excellence. A tactical team builder with a solid background in training and team development, currently pursuing a degree to become a chartered manager, demonstrating commitment to continuous professional growth and leadership excellence.
Overview
18
18
years of professional experience
1
1
Certification
Work history
Group Head of Customer Support
Juniper Education Group
Chelmsford, Essex
08.2023 - Current
- Spearheaded the unification of support teams, aligning them with the company's mission to enhance school support with multiple software solutions, covering all aspects of a school such as Websites, Parental Engagement Management Systems, Assessment Tools, and HR and Payroll
- Implemented strategic leadership and coaching practices to foster a collaborative and high-performing team environment
- Key achievements include streamlined processes and, the development of a 3-year plan to reduce cost to serve while improving the agent and customer experience.
Product Manager (Contract)
Juniper Education Group
Chelmsford
03.2023 - 08.2023
- Secondment to wider role to cover Go to Market
- Led a cross-functional team to launch a new product, utilizing domain knowledge and collaborating with internal and external stakeholders
- Successfully managed project timelines, ensuring on-time and within-budget delivery.
Division Head Of Customer Service
Juniper Education Group
08.2022 - 08.2023
- Expanded role to encompass customer support and onboarding, driving process improvements and strategic leadership in customer relationship management
- Implemented succession planning and CRM strategies to enhance customer engagement and satisfaction.
Head of Customer Onboarding
Juniper Education Group
04.2021 - 08.2022
- Revolutionised the onboarding process for existing products and a suite of next-generation educational products, reducing average onboarding time by 50%
- Led a significant project to begin the migration of approximately 7,000 customers to Juniper's new product offerings, demonstrating exceptional project management and continuous improvement skills.
Customer On-boarding Manager
Juniper Education Group
02.2021 - 04.2021
- Delivered bespoke training and managed implementation projects for large customers (Multi Academy Trusts), enhancing the onboarding experience for new schools
- Mentored project managers, improving the efficiency and effectiveness of the onboarding process.
Software Developer
Juniper Education Group
Doncaster
01.2020 - 02.2021
- Transitioned to a development role following the acquisition of OTrack, applying technical skills in SQL, JavaScript, and TypeScript to improve Sonar's software solutions
- Gained exposure to VS Code, Docker, and DevOps practices, contributing to the frontend and API development.
OTrack (Acquired by Juniper Education Group)
Doncaster
01.2007 - 01.2020
- Played a pivotal role in developing and supporting OTrack's assessment tracking software, applying SQL expertise and problem-solving skills to meet the needs of educational institutions
- Covered all roles in the business taking it from Startup to acquisition and building a support team that constantly achieved 99% CSAT
- Key achievement delivered the migration of the entire customer base to a new platform over 3 years with no additional churn
Education
Bachelor of Science - Management & Leadership
University of Leeds
Leeds 02/2024 -
NVQ Level 3 - Leadership & Management
Newcastle College
Newcastle-upon-TyneSkills
- Leadership skills
- Strategic Planning
- Project Management
- Process Improvement
- Performance Management
- Change management
- Systems implementation
- Mergers and acquisitions knowledge
Affiliations
- Running
- Reading
- Camping
- Travel
Accomplishments
- Recognised as most collaborative at company values awards.
- Voted most supportive run leader for local runnig club.
Certification
- Active member of the Call Centre Management Association.
- Active member of the Chartered Management Institute.
- Zendesk Administrator.
References
References available upon request.
Timeline
Group Head of Customer Support
Juniper Education Group
08.2023 - Current
Product Manager (Contract)
Juniper Education Group
03.2023 - 08.2023
Division Head Of Customer Service
Juniper Education Group
08.2022 - 08.2023
Head of Customer Onboarding
Juniper Education Group
04.2021 - 08.2022
Customer On-boarding Manager
Juniper Education Group
02.2021 - 04.2021
Software Developer
Juniper Education Group
01.2020 - 02.2021
OTrack (Acquired by Juniper Education Group)
01.2007 - 01.2020
Bachelor of Science - Management & Leadership
University of Leeds
02/2024 -
NVQ Level 3 - Leadership & Management
Newcastle College
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