Cathy Underwood
Staplehurst,Tonbridge
Summary
Highly organised professional with extensive experience in operations management and customer service. Demonstrates exceptional attention to detail and a strong understanding of IT infrastructure. Proven ability in training and development, operational support, and database administration. Adept at written and verbal communication, telephone etiquette, and prioritisation. Committed to enhancing organisational efficiency through effective management and support.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
Work history
Senior Customer Success Manager
Eptura
London, London
2018.07 - Current
- Coordinated meetings with stakeholders for alignment on customer success objectives.
- Advocated for customers within the organisation, championing their needs and concerns.
- Fostered long-term relationships with customers through proactive engagement efforts.
- Achieved high customer retention with concerted engagement.
- Led strategic business reviews to recognise successes and facilitate continued growth.
- Drove customer experiences through targeted insights analysis.
- Served as subject-matter expert with strong technical expertise.
- Organised operational reviews to assess customer experiences and satisfaction.
- Measured customer satisfaction and proposed solutions to bridge improvement gaps.
Client Services Manager
Rapport
London, London
2016.09 - 2018.07
- Managed client relationships to ensure customer satisfaction and loyalty.
- Conducted regular staff training sessions, improving team skills and knowledge.
- Oversaw daily operations for efficient service delivery.
- Developed operational plans that resulted in streamlined processes.
- Streamlined workflow procedures, improving overall efficiency.
- Administered customer inquiries promptly, ensuring high levels of customer satisfaction.
- Ensured compliance with company policies for the maintenance of professional standards.
Front of House Manager
Nomura International
London, London
2008.06 - 2016.04
- Managed team rosters to maintain optimal customer service levels.
- Resolved customer complaints promptly, ensuring satisfaction and repeat business.
- Monitored compliance with health and safety regulations amongst all staff members.
- Streamlined booking system to enhance efficiency and reduce waiting times for customers.
- Conducted regular training sessions for staff to improve service quality.
- Resolved complaints calmly and professionally to achieve positive customer outcomes.
- Coordinated Front of House and Back of House staff ahead of events for smooth execution to maximise guest satisfaction.
- Recruited and trained high-performing team members to deliver faultless customer care.
- Oversaw daily operations to achieve high productivity levels.
- Conducted regular performance reviews to motivate and engage staff members.
Education
GCSEs -
Bonus Pastor
Bromley 1973.09 - 1978.05
Skills
- Attention to Detail
- IT infrastructure understanding
- Customer Service
- Highly organised
- Operations management
- Training and Development
- Operational support
- Written and verbal communication
- Telephone etiquette
- Organisation and prioritisation
- Database administration
Affiliations
- Keeping Fit
- Golf
- Walking my Rescue 2 dogs
- Theatre
- Eating out
Timeline
Senior Customer Success Manager
Eptura
2018.07 - Current
Client Services Manager
Rapport
2016.09 - 2018.07
Front of House Manager
Nomura International
2008.06 - 2016.04
GCSEs -
Bonus Pastor
1973.09 - 1978.05