Hana El Oakley

I joined Accurx as one of 3 Implementation Specialists, only 3 months after they kicked off their journey in introducing a premium product in a B2B SaaS environment, delivering training and setting OKR's across the Customer Success function.

Responsible for:

• Creating and maintaining scalable implementation plans to boost product adoption and maintain retention, including creating and delivering training plans for a seamless onboarding experience.
• Delivering fully comprehensive product knowledge and customer insight training to new hires
• Translating highly technical and complex product information into simple and understandable language for users
• Developing and nurturing relationships with internal stakeholders, particularly Customer Success Managers and Operations, to improve processes and goal delivery.
• Ensuring the delivery of exceptional customer and user experience throughout implementation and training.
• Creating valuable relationships with Product teams to create a bi-directional feedback channel to assist with user learnings and adoption

Achievements:

• Creating an e-Learning demonstration environment to aid user experience
• Managing and reviewing onboarding email campaigns sent to each user, with tools in regards to automation to ease the burden on team and provide smooth onboarding to end users and customers
• Ensuring our team culture remains collaborative, open, and honest with organisation of socials, mentoring and coaching workshops
• Creating a case study library to assist our Partnerships & Marketing team to promote the value of our product
• Motivated team to regularly meet and exceed KPIs through creating self-serve data reporting processes

In this role I was responsible for implementing a new project as part of the Industry Initiative scheme, to deliver government funding to customers vulnerable to fuel poverty.

Responsibilities:

• Working and establishing strong relationships with external stakeholders on varying organisational levels, such as OFGEM and Citizens Advice
• Identifying areas of vulnerability across our customer base
• Working with product and operations teams to establish and identify user need
• Identifying users in need, in order to target our communications
• Creating and delivering email campaigns to encourage end users to apply

• Acted as first point of contact for customer issues and queries, over phone, email, and live chat
• Delivered consistently excellent customer service to guarantee positive company experience
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Exceeded targets with strong rapport building and product knowledge.
• Delivered valuable feedback to product teams around bugs and fixes

Expertly led a team of 12 to successfully achieve productivity KPIs, around providing debt relief. Monitored staff performance levels and targets around call handling and monitoring implementing necessary changes to improve productivity and meet targets, such as introducing peer-to-peer feedback.