Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Andy Tyrrell

Customer Success Professional
Lancing

Summary

Customer service management professional with a passion for building long-lasting client relationships across the customer lifecycle. I have over 10 years experience delivering exceptional results in customer success and client management. I've been able to achieve this through direct interactions with clients on a daily basis, but also by building teams internally that are driven by success and creating truly WOW moments for customers. Thanks to my previous experiences, I have gained a wealth of knowledge and feel that I understand what it takes to deliver exceptional service in the roles that I perform. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.

Overview

14
14
years of professional experience
7
7
years of post-secondary education

Work History

Property Education Specialist

The Hmo Platform
1 2024 - Current
  • Engaging with mixture of individuals and businesses to establish their goals or struggles in their property investment journey
  • Offering advice through courses, consultancy or mentorship with the result to help get started or progress with better results
  • Agreeing sales at a new time high of 30% more for a single course
  • Inbound and outbound lead generation
  • Creating new marketing material with data analytics allowing us to provide best outreach to engage
  • Designing customer workflows, automations
  • Attending networking events
  • Account Management of all students who have purchased the course product, managing their 360 lifecycle with us
  • Handling with escalations and always being the go-to person for customers
  • Increasing our online profile by generating reviews to boost outreach and visibility
  • Consistently adapting to the day to day of the role, to react and expand on the job’s purpose and customer need.

Career Consultant

Learning People
04.2022 - 01.2024
  • At Learning People I was a consultative sales person
  • My job was to listen to prospective students and advice them on a career change pathway based on their needs and future goals
  • I exceeded all key metrics during my time there, from an average of 115% of my sales target and would always exceed KPIs for call stats also
  • I had 2 cancellations in the same period compared to an average cancellation number of 10 per year - this was due to my ethical and empathetic nature and desire to always put the customer first
  • I was heavily involved in shaping some of the content and marketing also, so that it really spoke to prospective student
  • Strong communication, observational and listening skills
  • The ability to motivate and build a rapport with people
  • An empathetic, non-judgmental and ethical approach
  • The ability to work autonomously and manage my own caseload
  • Team working skills and the capability to work under pressure
  • Organisational and problem-solving skills
  • The ability to build a productive working relationship with your client in a short space of time
  • A non-judgmental attitude and the ability to connect with people from diverse backgrounds
  • The ability to motivate and inspire
  • Excellent organisational skills to manage clients and associated paperwork.

Customer Sales Specialist

Motorway
08.2019 - 04.2022
  • At Motorway, I am the point of contact for sellers (private individuals) to assist with selling their cars
  • This can either be an ad-hoc inbound phone / email / Live Chat message, or they’ve actively made an enquiry via our website
  • It is then my responsibility to ensure that we’re able to find them an appropriate buyer for their car, via Motorway’s network of approved dealerships
  • The vast majority of this role is selling as once we receive an offer for the car, I then present this to the seller and try to secure a sale
  • This is very much 65% sales, 35% customer service
  • Duties include but are not limited to: Calling all enquiries made on the website and delivery on KPIs
  • Ensuring that all seller information and car details are obtained quickly and correctly
  • Attention to detail is key
  • Helping secure sales for our sellers and also buyers, who are the dealers
  • Responding to any query either as an inbound contact over the phone, email or WhatsApp
  • After Sales care - trying to ensure that the deal goes through smoothly by liaising with the sellers and buyers
  • Acting as trainer and buddy for new starters when requested
  • Consistently remaining as one of the top performers in the department and used as an SME of new starters, investors or other Product Managers / Developers
  • High closure rates, minimal cancellations and countless trustpilot review.

Client Education Specialist

Futrli
08.2018 - 05.2019
  • My responsibility was to ensure that the client base received the help and support required without the need for creating contacts with our support staff or implementation managers
  • This involved creating a new Help Centre in Zendesk, creating new content to answer the most common questions asked, reviewing and maintaining existing articles and some process management
  • With the impending launch of the new software platform, it has been my responsibility to create new content which includes tutorials, FAQs and video content for the upcoming new software
  • This has involved working alongside marketing, development both front-end and back, to ensure that the content being created was not just accurate but also relatable and on-brand.

Client Experience Manager

Crunch Accounting
10.2010 - 07.2018
  • For 4 years I was integral in shaping the way we serviced our expanding client base
  • Crunch has gone from having 1 product to being multi-product as the vision was to service every possible type of client and meet all their needs
  • Crunch has won numerous awards throughout this time
  • Crunch has over 10,000 clients and I've been involved with almost all processes, products and shaping how we treat and service customers
  • I helped to achieve this by: Monitoring, analysing and implementing change to increase NPS scores
  • Improving client journeys, end to end
  • Improve internal efficiencies as Crunch sought to grow
  • Analysing client feedback at key touch points and also CSAT & NPS
  • Review and upkeep of Help Centre articles
  • Sign off for all client communications from all departments
  • Creating of Help Centre Articles and videos
  • Owning projects and acting as an SME with the Development Team using Agile/Scrum methodologies
  • Continual upskilling / acting as support for client managers and accountants
  • Complaint Management - Analysing trends for RCA and also being the most senior non-board level escalation for complaints
  • Social Media advisor for queries and also escalations.

Training and Customer Service Manager

Crunch
  • In this role I was doing similar duties as the CX Manager but with more emphasis on training Client Managers and being more hands on with Team Managers
  • Within this role I also acted as the manager of the Team Managers, a position we referred to as the Pod Manager
  • Duties involved but not limited to: Holding weekly meetings to talk through stats / KPIs Target
  • Target setting
  • Developing an onboarding programme for all Client Managers
  • Day to day training of Client Managers alongside other senior duties
  • Maintenance of our Help Centre articles materials and also creating of documents
  • Acting as SME for development projects
  • Complaint escalation and management.

Training Manager

Crunch
  • I was fortunate enough to be advanced from Client Manager to Training Manager within a year of joining Crunch without prior training experience: Onboarding new Client Managers from start to probation, which was 3 months
  • Success rates were high with only 1 Client Manager that was let go before review time - total Client Managers would have been around 10-12 during this period of growth
  • Created and ran webinar programmes for new, existing and potential customers
  • Review all existing processes
  • Creation of processes
  • Orientation of all new staff members for the first 2 days, regardless of position
  • Maintained a bank of 150 clients of my own during this time.

Client Manager

Crunch
  • This was my first role at Crunch and my first step into an accountancy role
  • This was 100% client focused which helped me understand what clients really wanted and helped to shape my own take on where Crunch could improve: Maintenance and support for a client bank of 360 clients
  • This ranged from the first introductory call, to day to day queries to finally closing down a client's company
  • Act as direct contact for all clients for all queries
  • Ownership of the end to end journey and across key moments of truth
  • Complaint handler for other team members when required & support for team members when required.

Education

Some College (No Degree) -

Varndean College - The City of Brighton And Hove
08.2010 - 08.2012

Some College (No Degree) - English, Science, Maths All C's And Above

Varndean School
01.1995 - 04.2000

Skills

Exceptional interpersonal communication

References

available on request

Timeline

Career Consultant

Learning People
04.2022 - 01.2024

Customer Sales Specialist

Motorway
08.2019 - 04.2022

Client Education Specialist

Futrli
08.2018 - 05.2019

Client Experience Manager

Crunch Accounting
10.2010 - 07.2018

Some College (No Degree) -

Varndean College - The City of Brighton And Hove
08.2010 - 08.2012

Some College (No Degree) - English, Science, Maths All C's And Above

Varndean School
01.1995 - 04.2000

Property Education Specialist

The Hmo Platform
1 2024 - Current

Training and Customer Service Manager

Crunch

Training Manager

Crunch

Client Manager

Crunch

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Andy TyrrellCustomer Success Professional