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
Project Management
Scheduling and Coordinating
Process improvement specialist
Training programs
Handling Escalations
Problem-Solving
Customer-focused
Customer Relationship Management
Complaint resolution
Problem Resolution
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