Dylan West

• Ensured CRM and stakeholder support function operated at consistently high quality, collaborating with the Central Systems Support Manager (CSSM) and Finance and Operations Team.
• Provided friendly and patient support to users encountering difficulties with the CRM system, responding to inquiries through email, phone calls, and other communication channels, handling an average of 50 inquiries per day.
• Developed and maintained grant management procedures, including pre-award compliance, award notifications, grant agreements, and grant reporting.
• Participated in training sessions to enhance understanding of the CRM system and grant-making processes.
• Adopted a continuous improvement approach to support colleagues in delivering efficient services to all stakeholders.
• Managed grant and donation tasks such as sending offers and rejections, managing variations, closing awards, acknowledging donations, and processing donor-advised awards to the payment stage, handling over 100 grants monthly.
• Screened applications for basic eligibility, contacted applicants for missing information, and liaised with Fund Advisors on funding requests with queries, processing over 150 applications per month.
• Provided advice and information to potential applicants, applicants, and awardees regarding funds, eligibility, processes, and requirements.
• Ensured data quality was maintained for accurate and efficient reporting of grant and fund activity, achieving the highest accuracy in data records.
• Contributed to the continual improvement of grants management operational systems, processes, and policies, including automation of manual processes, reducing processing time.

Additional Skills:

• Answered user questions about hardware and software operations to help resolve problems, handling an average of 25 inquiries per day.
• Entered data into Salesforce software to maintain accurate records, managing records monthly.
• Assisted with Salesforce training to support high-performing teams, conducting bi-weekly training sessions.
• Delivered outstanding customer service to achieve high satisfaction levels, aiming to consistently maintain the highest customer satisfaction rate.
• Strengthened skill development, providing one-on-one support to support learning activities.
• Answered a high volume of phone calls and email inquiries from both internal and external stakeholders.

• Delivered first-class customer service via telephone and email, efficiently handling complaints, queries, and support issues
• Managed online orders, payments, and refunds with professionalism and efficiency
• Maintained strong product knowledge to address customer queries effectively
• Consistently achieved key performance targets while adhering to high-quality standards
• Ensured data protection compliance in all interactions
• Recording details of customer comments on the database provided, leaving clear notes.
• Escalated complex issues in line with internal best practices for swift resolution.
• Recorded customer communications to maintain proper documentation.
• Established positive relationships with clients by going the extra mile to build rapport.
• Expressed care, patience and empathy when handling customer interactions for a personalised experience.
• Exceeded KPI targets when providing customer support via phone, email and chat.
• Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
• Contributed to the design and implementation of AI integration into the CRM system, enhancing data analysis capabilities and improving user experience.
• Successfully trained and onboarded new staff, ensuring proficiency with internal systems and processes, and readiness to contribute effectively from day one. Continued to serve as a mentor, providing ongoing support and guidance to staff post-onboarding.
• Acted as team captain, providing direction and motivation to achieve team goals. Served as temporary team manager when required, overseeing team operations and ensuring project milestones were met.
• Won the monthly quality award for December after a busy period, handling over 400 calls and maintaining a quality score of 98%.