Jak Packham

General administration and case management

Executed data entry tasks to maintain up-to-date client records

Updated reports from in-house case management system to ensure accurate data reflection

Handling, organising and maintaining sensitive documents with high accuracy in line with GDPR procedures

Managed inbound and outbound calls to provide customer support

Call handling and negotiation of payment arrangements with associated finance tasks

Liaised with internal Enforcement Agents to facilitate case resolution

Supporting and liaising with local authority and government clients

Composed letters and emails to communicate effectively with clients

Signposting and supporting vulnerable people

• Oversaw starter and dessert preparation in a high-pressure kitchen, ensuring timely service and quality standards.
• Prepared hot and cold meals, catering to diverse menu needs and enhancing customer satisfaction.
• Perfected traditional cooking methods including baking, grilling and braising.
• Developed new dessert recipes resulting in positive customer feedback.
• Executed food preparation tasks, including chopping and mixing ingredients, to support efficient kitchen operations.
• Managed portion control effectively, reducing waste significantly.
• Adhered strictly to food hygiene regulations, ensuring safe preparation at all times.
• Adapted quickly under high-pressure situations to deliver consistent results.
• Assisted head chef in delivering quality dishes within tight deadlines.

• Provided excellent customer support to resolve technical issues promptly.
• Delivered exceptional customer support through prompt response to service requests.
• Provided warm, professional customer support with exceptional efficiency for maximised satisfaction ratings.
• Established productive client relationships by providing exceptional customer support.
• Increased retention through tactical customer support to achieve KPIs.
• Maintained up-to-date knowledge of industry changes, resulting in superior customer support.
• Supported learners in managing course schedules and resources.

Managed customer support and client relationships on membership platform for charity organisations and education providers, ensuring high satisfaction and engagement.

Conducted daily client calls, both face-to-face and via Teams/Zoom, to strengthen business relationships and address client needs.

Oversaw Zendesk support and email ticketing system to streamline client queries and enhance response times.

Product meetings with clients and carrying out regular customer engagement reviews

Provided customer support to clients on various platforms

Supporting CPD development programmes

Development team spring planning to reduce technical debt of product and membership platform.

Maintained smooth operations through careful management of office workflow and administrative processes.

Oversaw daily operations of 18th Century Public House, managing staff and ensuring high-quality customer service.

Oversaw partnership development with UK-based Microsoft reseller to enhance channel performance.

Worked closely with supply chain team to ensure timely deliveries to our channel partners, thereby improving customer satisfaction levels.

Implemented training programmes for channel partners, increasing their product knowledge and selling skills.

Negotiated contracts with potential channel partners, securing advantageous terms for the company.