Jeremy Coutts

• Analysed feedback from customers, identifying areas of improvement.
• Streamlined communication channels for more efficient information dissemination.
• Maintained detailed records of all interactions with customers, ensuring transparency and accountability.
• Pioneered voice-of-customer program reducing churn rate by 18% through predictive analytics implementation
• Led cross-functional team in redesigning APK download journey, decreasing abandonment by 42%
• Identified potential problems, resulting in enhanced user experience.
• Coordinated cross-functional teams to enhance overall customer experience.
• Developed training materials for improved team performance.
• Trained new hires in company policies, establishing a consistent approach to customer service.
• Devised strategies to reduce customer churn rates.
• Organised feedback sessions to increase product knowledge and skills.
• Negotiated contracts with key suppliers, securing best prices and terms.
• Monitored industry trends, adapting services to suit consumer demand.
• Forged working relationships with suppliers and negotiated purchasing conditions.
• Facilitated communication and collaboration across departments.
• Oversaw web design projects to enhance user experience.
• Optimised user experience for enhanced customer engagement.
• Reviewed gameplay for user experience improvements.
• Assisted in redesigning company website for better user experience.
• Improved user experience with rigorous functionality testing.
• Conducted user research and testing, improved product usability.

• Conducted user research and testing, improved product usability.
• Conducted Journey mapping sessions
• Created and reviewed Customer and user interviews
• Created and reviewed surveys in various stages of the customers lifecycle and implemented the Customer moment of truth campaign.
• Analysed feedback from customers, identifying areas of improvement.
• Streamlined communication channels for more efficient information dissemination.
• Maintained detailed records of all interactions with customers, ensuring transparency and accountability.
• Identified potential problems, resulting in enhanced user experience.
• Coordinated cross-functional teams to enhance overall customer experience.
• Devised strategies to reduce customer churn rates.
• Monitored industry trends, adapting services to suit consumer demand.
• Optimised user experience for enhanced customer engagement.
• Reviewed gameplay for user experience improvements.
• Conducted competitor analysis

• Designed omnichannel support system handling 150k+ monthly interactions with above 80% satisfaction rate
• Monitored daily operations closely to ensure smooth functioning.
• Utilised data visualisation tools to present actionable insights to stakeholders.
• Implemented process improvements to reduce operational costs.
• Identified opportunities for process improvements, driving innovation within the organisation.
• Ensured compliance with company policies through rigorous audit processes.
• Delivered process automation with strategic planning and implementation.
• Analysed historical trends to forecast future business needs.
• Contributed to cost reduction through efficient resource allocation.
• Maximised profitability by optimising processes to develop and monitor KPIs in line with business objectives and plans.
• Managed project timelines for successful delivery on schedule.
• Monitored key performance indicators, identifying trends and recommending adjustments.
• Executed root cause analysis to address operational inefficiencies and bottlenecks.
• Trained junior staff, nurturing a culture of continuous learning and development.
• Encouraged development of clear objectives and action plans.
• Documented workflow charts, records and job descriptions to guide overall organisational improvements.
• Scrutinised existing and proposed methods and procedures.

• Moderated community of 250k+ active users, increasing engagement metrics by 35%
• Implemented content moderation protocols reducing policy violations by 60%
• Ensured community guidelines followed by users.

2 years of Study at the Institute of Marketing Management