Liam Payan
Eastbourne,East Sussex
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Associate Customer Success Manager
Access Group
London
10.2024 - Current
- Led customer onboarding processes, ensuring smooth transition and high satisfaction levels.
- Facilitated workshops and webinars to educate customers and drive engagement.
- Proposed or approved modifications to project plans.
- Identified areas where current products are not meeting expectations or could be improved upon.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Developed custom solutions for customers based on their individual business objectives.
Customer Service Supervisor
Bupa Global
Brighton
04.2017 - 10.2024
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Monitored phone calls to promote better service and provide feedback.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Guided employees in handling difficult or complex problems.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
Education
FDA - Tourism And Events Management
Bournemouth University
Bournemouth, UK09-2014
Skills
- Business development
- CRM software
- Revenue growth
- Inter-department collaboration
- Client relations
- Team building
- Training and mentoring
- Customer onboarding
- Staff mentoring & leadership
- Training programs
Certification
- Responsive Web Design - freeCodeCamp.org
- Scientific Computing with Python - freeCodeCamp.org
Languages
English
First Language
French
Proficient (C2)
C2
References
References available upon request.
Timeline
Associate Customer Success Manager
Access Group
10.2024 - Current
Customer Service Supervisor
Bupa Global
04.2017 - 10.2024
FDA - Tourism And Events Management
Bournemouth University
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