Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Lily Thomas

Port Talbot,West Glamorgan
Lily Thomas

Summary

Motivated Customer Relations Professional working with market-leading care management software. Adaptable and personable team player focused on promoting exceptional customer service. Supporting senior management teams to reach the company road map and evolve processes. Hybrid working and looking for a position closer to the area.

Overview

13
years of professional experience
5
years of post-secondary education

Work History

CarePlanner Ltd
Bridgwater, Somerset

Customer relations manager
09.2022 - Current

Job overview

  • Analyzed workflows and processes, implementing change to drive improvement.
  • Assignment of customer onboarding. Team delegation.
  • Supported junior team members with system and customer requests.
  • Identified and managed project scope, timelines, and issues for internal updates and changes.
  • Resolved customer complaints as the sole handler at CarePlanner.
  • Helped to lead projects to secure successful results.
  • Hosted meetings both internally and customer-based, remotely and in person.
  • Supported team development by evaluating customer interactions through call monitoring, targets, and feedback.
  • Hosted SMT meetings with data analysis and cancellation assessment for better retention.
  • Leased with Product and Development teams to support new product rollout with live customer testing.
  • Hosted trade show stands for networking sales demonstrations and national events.
  • Managed customer off-boarding. Including data analysis and team based support.


CarePlanner
Bridgwater, Somerset

Account manager
09.2019 - 09.2022

Job overview

  • Analysed training needs to determine learning styles and skills shortages.
  • Prepared training materials and supplemental aids to support customer comprehension.
  • Facilitated high-quality workshops, meetings and demonstrations online and offline.
  • Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
  • Managed over 300 active customer portfolios.
  • Inbound customer support queries.
  • Completing customer performance reviews.

NewLook
Taunton, Somerset

Customer retail assistant
08.2018 - 09.2019

Butlins
Minehead, Somerset

Caravan Administration Manager
05.2017 - 08.2018

Dr Wilkes and Partners
Neath, Neath Port Talbot

Medical Receptionist
04.2016 - 05.2017

Orbis Education & Care
Brecon, Powys

Residential support worker
03.2015 - 04.2016

Sallys Salon Services
Bristol

Sales Advisor
01.2014 - 03.2015

Butlins
Minehead, Somerset

Guest Services Advisor
11.2012 - 01.2014

Perfection Bridal & Menswear
Swansea, City and County of Swansea

Mens Outfitter
01.2012 - 12.2012

Next
Swansea, City and County of Swansea

Retail Assistant
06.2010 - 12.2011

Education

Sandfields Comprehensive
Port Talbot, Neath Port Talbot

GCSEs from 8 A-C Grade (including Maths,English and Science).
09.2004 - 09.2009

Skills

  • Exceptional customer service
  • Conflict resolution
  • Change management
  • Customer rapport
  • Product knowledge
  • Company processes
  • Network development
  • Retention strategies
  • Account development

Timeline

Customer relations manager

CarePlanner Ltd
09.2022 - Current

Account manager

CarePlanner
09.2019 - 09.2022

Customer retail assistant

NewLook
08.2018 - 09.2019

Caravan Administration Manager

Butlins
05.2017 - 08.2018

Medical Receptionist

Dr Wilkes and Partners
04.2016 - 05.2017

Residential support worker

Orbis Education & Care
03.2015 - 04.2016

Sales Advisor

Sallys Salon Services
01.2014 - 03.2015

Guest Services Advisor

Butlins
11.2012 - 01.2014

Mens Outfitter

Perfection Bridal & Menswear
01.2012 - 12.2012

Retail Assistant

Next
06.2010 - 12.2011

Sandfields Comprehensive

GCSEs from 8 A-C Grade (including Maths,English and Science).
09.2004 - 09.2009

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Lily Thomas