Keith Simmons-Junior
London
Summary
Experienced Complaints Executive with a proven track record in managing high-profile client relationships and resolving complex customer issues. Skilled in collaborating with partners such as Motability, Audi, and BMW to ensure customer satisfaction and drive service improvements. Adept at analysing data to identify trends and develop effective resolutions. Strong communicator with expertise in team coordination, customer success, and merchant services management. Committed to delivering exceptional service and fostering positive client relationships.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work history
Complaints Executive
Ohme
09.2023 - 04.2025
- Manage complaints with Service Level Agreements (SLAs) for high-profile clients such as Motability, Audi, BMW, and others related to Ohme charger installations
- Collaborate with partners like Motability to address complaints and ongoing issues, ensuring customer satisfaction
- Work closely with the Installation team and Motability Complaints team to resolve high-level complaints promptly
- Monitor weekly and monthly statistics to identify trends and develop resolutions
- Specialise in overseeing critical partnerships, including Motability, which has over 30,000 Ohme installations
- Contact customers and nurture relationships to maintain high levels of customer service
- Efficiently triage complaints across the team to ensure swift resolution
- Collaborate with internal departments to ensure timely complaint resolution within SLAs (4 hours to acknowledge, 10 working days to investigate and identify solutions)
- Actively gather customer feedback to drive service improvements alongside department heads and installers
- Manage escalated tickets both internally and externally to identify resolutions within standard time frames
- Contact customers by phone and email to manage cases and ensure the best service is provided
Customer Success Manager
Ohme
01.2022 - 08.2023
- Manage the process from purchase to installation of chargers
- Address customer queries and manage expectations
- Coordinate with installers to ensure successful installations
- Actively listen to customer feedback and drive continuous improvements in the customer experience
Merchant Services Team Lead
Wowcher/LivingSocial Ltd
10.2020 - 09.2021
- Provide excellent service to external merchants and internal teams
- Act as a point of escalation for the team and wider business, including reporting and meetings with department heads
- Support the team by addressing queries
- Maintain an SLA of over 90%
- Efficiently distribute deals across the team
Merchant Services Coordinator
Wowcher/LivingSocial Ltd
04.2018 - 10.2020
- Facilitate the onboarding process for merchants onto the platform
- Delegate cases across the team
- Conduct weekly meetings to monitor well-being and progress
- Collaborate closely with other departments, including Finance and Customer Services, to resolve escalated disputes related to payment and refunds
- Perform daily checks to ensure accuracy in live deals
Education
Bachelor of Science -
University of Kent
Chatham, Kent 09.2010 - 05.2013
Skills
- Customer Complaint Management
- Client and Partner Collaboration
- Data Analysis and Trend Monitoring
- Team Coordination and Leadership
- Customer Success and Support
- Merchant Services Management
- Communication and Relationship Building
Timeline
Complaints Executive
Ohme
09.2023 - 04.2025
Customer Success Manager
Ohme
01.2022 - 08.2023
Merchant Services Team Lead
Wowcher/LivingSocial Ltd
10.2020 - 09.2021
Merchant Services Coordinator
Wowcher/LivingSocial Ltd
04.2018 - 10.2020
Bachelor of Science -
University of Kent
09.2010 - 05.2013
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