Devin Douglas
London
Summary
Aspiring Project Manager with nearly 10 years’ experience in customer service and task management, complemented by a technical background in web development. Skilled in communication, organisation and stakeholder engagement, with practical, hands-on experience in project management, including supporting initiatives from initiation to delivery, coordinating stakeholders, overseeing tasks, and ensuring successful outcomes. Currently preparing for the PMI CAPM exam (October 2025)
Overview
9
9
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Website Support Technician
Indigo Tree
Tring, Hertfordshire
09.2023 - Current
- Act as the first point of contact for client enquiries, resolving issues and ensuring clear communication between customers, developers and internal teams.
- Coordinate the plugin update process, monitoring schedules, tracking changes and ensuring updates are completed efficiently.
- Serve as a liaison between clients and internal stakeholders, translating technical requirements into clear actions and managing expectations.
- Act as Subject Matter Expert (SME) on a system migration project, supporting the transition of the plugin update process to the company’s hosting server, including requirements gathering, risk identification, testing, and implementation.
- Lead small initiatives end-to-end, including scoping, scheduling, QA, client feedback management, and delivery.
Customer Service Advisor
Tenancy Deposit Scheme
Hemel Hempstead, Hertfordshire
05.2022 - 08.2023
- Delivered high-quality service to agents, landlords and tenants, consistently achieving positive feedback.
- Provided training and onboarding to new staff on key business processes, supporting team capability and process standardisation.
- Coordinated with multiple departments and stakeholders to resolve complex enquiries, ensuring efficient outcomes.
- Managed administrative tasks and tracked progress to meet service-level targets.
Customer Service Consultant
AMP
Auckland, New Zealand
08.2016 - 04.2022
- Managed customer withdrawal requests accurately and within deadlines, applying knowledge of investment products and internal processes.
- Ran internal training sessions on business processes, improving team performance and consistency.
- Maintained communication with multiple stakeholders, including advisors and internal teams, to ensure smooth process execution.
- Gained proficiency in Microsoft Office and key internal systems (Salesforce), supporting accurate reporting and process tracking.
Contact Centre Representative
AMP
Auckland, New Zealand
05.2016 - 08.2016
- Handled inbound customer enquiries and complaints, applying structured problem-solving to resolve complex issues.
- Communicated effectively with advisors and business partners, maintaining professional standards across channels.
- Processed account-related tasks accurately, ensuring compliance with internal procedures.
Insurance Administrator
AMP
Auckland, New Zealand
03.2016 - 05.2016
- Managed high-volume administrative processes, including mailroom coordination and processing lapse reports.
- Calculated tax certificates and managed reporting using Excel, ensuring accuracy and compliance.
Education
11 GSCE & 6 AS Qualifications -
ACG Strathallan College
Auckland 01.2010 - 12.2015
Skills
- Project coordination & task management
- Stakeholder & customer engagement
- Team collaboration & communication
- Problem-solving & process improvement
- Technical understanding: HTML5, CSS, JavaScript, Python, MySQL, Django
- Tools: MS Office, Teamwork Projects & Teamwork Desk
Certification
PMI Certified Associate in Project Management (CAPM) – In Progress
Exam October 2025
Code+ Full Stack Web Developer
Covered HTML5, JavaScript, Advanced CSS, ReactJS, Angular, Python, MySQL, Django and Node.js. Completed three projects including a personal profile (HTML5 & CSS), a quiz (JavaScript) and a full-stack website (Django, jQuery & Bootstrap).
Timeline
Website Support Technician
Indigo Tree
09.2023 - Current
Customer Service Advisor
Tenancy Deposit Scheme
05.2022 - 08.2023
Customer Service Consultant
AMP
08.2016 - 04.2022
Contact Centre Representative
AMP
05.2016 - 08.2016
Insurance Administrator
AMP
03.2016 - 05.2016
11 GSCE & 6 AS Qualifications -
ACG Strathallan College
01.2010 - 12.2015
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