PEARL MUKIGI

• Manage strategy, content creation, and branding for various projects, driving cohesive brand messaging
• Lead digital design solutions for multiple platforms like YouTube, rebrand websites, and branding for SME businesses; POD design, marketing, music production, and DJing
• Rebranded company logo, business cards, portfolio, and website, enhancing brand identity; view at https://mmhm-structures.co.uk/
• Established 'The Good Music Room' YouTube channel as DJ and developed e-commerce store at https://tgmrclothingco.com, expanding online presence

Systems

Canva, Inkscape, Capcut, Reason, Serato, Virtual DJ, YouTube Studio, Shopify, Wordpress, Google adwords, G Suite, MacOS, Google Workspace

• Managed inbound communications from 40 to 50 applicants each day via phone, email, WhatsApp, and text, utilising AI and CRM systems to track interactions and responses.
• Conducted comprehensive reviews of all referrals to Beam's housing and employment support programmes across over 25 London Boroughs, to facilitate effective support delivery for individuals (several thousand) in need.
• Facilitated successful placements of 70 members with caseworkers to secure homes and jobs, ensuring achievement of personal quarterly targets and supporting caseworker objectives.
• Developed a 60-page onboarding resource with instructional videos to speed up induction training, addressing the absence of prior training materials. - and trained all new Operations Associates.
• Successfully initiated, designed and implemented a brand new process to create a SLA of 14 days and standard communications to be sent out to disengaged members over this new period to prevent the recurrence of a backlog of over a year of disengaged members that were not closed or contacted across all contracts.
• I initiated a strategic distribution deal between sleep pods and Beam Ltd to enhance support for rough sleepers.
• Analysed applications to make sure referrals were eligible for all stakeholder contract terms, and closed ineligible applicants.
• Monitored and analysed daily data to assess process efficiency and identify areas for improvement on a contract-to-contract basis, and to create alignment across all departments.
• Chaired and created an agenda for the weekly Operations Associate meeting to generate better processes and solve any barriers to efficiency.
• Handled sensitive conversations about homelessness, criminal convictions, and addiction with candidates.
• Proactively signposted candidates that Beam is unable to help due to contract clauses.

Systems

Beamforce (BEAM CRM), Magic Notes (Beam's AI note-taking software), BoOnline, Google Suite, andTrello.

• Managing and resolving between 60-70 customer cases a day within Zendesk for residential customers and past customers in account arrears
• Processing bank transfers and credit card payments via checkout
• Contacted Community Fibre customers via email and phone to address late monthly payments
• Contacted Community Fibre customers via email and phone to address late monthly payments
• Arranged payment plans for customers unable to meet requested arrear payments
• Using systems such as the GoCardless dashboard, elevate and their Community Fibre in-house CRM system to verify the status of the customers' account, work out debt owing, and collect payments
• Merging and reconciling customer accounts when there have been errors in collection amounts
• Processing full or partial refunds when customers have been overcharged
• Delivered weekly reports on funds collected from customers with outstanding payments for the payments team
• Carry out extra projects for the the department when these arise and meet deadlines
• Outside of role - providing feedback to the UI/UX team on new invoices' layout and the 30 plus workflow scenarios from our billing system to the generation of these invoices

Systems

Zendesk, GoCardless Dashboard, Elevate, Microsoft Teams, Outlook, Excel, Universe CRM

• Carrying out both customer analyst and service tasks to help manage Antler's customer operations function and clear customer backlog in the Urgent; Warranty; Airline; New customer queries; Amazon Shop; Product; Pre-Order; Order Updates; Returns and Exchange queues for UK, Northern Ireland, Europe, and sometimes Australia
• Quick learner - Solely dealt with all Antler's customer queries and operations after 3 days of training, for 2 weeks while other team member was on annual leave, and raised their customer CSAT from 2.3 stars to 4.8 and have maintained this average since
• Coordinated onboarding and training for new team member after previous staff member's departure, ensuring continuity in customer operations.
• Managing and resolving queries inbox with over 2,000 customer query tickets ranging from third-party orders to customer complaints and all variations of customer queries
• Created order and returns reports for third-party partners and Australian teams, leveraging initiative to fulfil business reporting needs without prior training.
• Analysed and resolved several customer queries and complaints a day across the UK, Northern Ireland, Europe, and Australia
• Closed over 1200 cases in 2 months as well as dealing with hundreds of open cases
• Review warranty claims and decide whether the claims are to be honoured or not
• Create new orders for warranty replacements, replacements, and exchanges, Airline warranty orders
• Generated over £55,000 in sales - conversion per ticket, after customer has been supported with a query
• Reporting on issues with the customer experience and online (e.g. UI and quality of Antler goods) to the MD, Head of eCommerce, and Head of Design
• Updating cancellations reporting spreadsheet for the Head of Ecommerce weekly business report
• Pulling refunds report from Shopify to refund customers on a weekly basis, but also processing refunds on customer requests too
• Responding to Social Media queries - Twitter, Facebook, and Instagram
• Liaising with PR, E-Commerce, and Design team internally to deal with customer queries and to improve the customer experience both on and offline
• Creating new collections for customers to return unwanted orders to the warehouse
• Liaise with third parties - Airlines, couriers, and the company that creates our personalisations to help fulfill orders and/or resolve issues such as orders that have gone missing or have been returned from customs (international orders)
• Reported on customer insights through tagging on Gorgias, contributing to requirements for new automated replies system powered by Digital Genius, while participating in weekly meetings to discuss these insights.

Systems

Gorgias; Shopify (UK, EU, and AUS); Antler Webapps - for online and Airline orders; return;, product details, etc; DPD portal; ZigZag Portal; Outlook; Slack; Zoom; SYNC; Microsoft Teams

• Exceeded the team target (this was quarterly) of having to get 60% of merchants to activate their GoCardless accounts - Q3 2021 - 76% AND Q4 2021 - 82% and earned the commission for both of these quarters, Q1 2022 was also a success -75%
• Created an Excel Google document to collect data for onboarding issues merchants faced to then share with key stakeholders within the business to look into and provide technical solutions too
• Completed and passed training on various FinTech compliance regulations, GDPR, Customer Service, 2FA, and International Fraud and Security regulations
• Drove customer references and case studies by building rapport and sharing product knowledge, leading to recommendations that resulted in new merchant onboardings
• Managed accounts for tens of thousands of merchants across three VRA packages, primarily in EMEA, with some North American and Australian customers, facilitating their application, onboarding, and account usage.
• Contacted and assisted 20 new merchant accounts a day as well as existing accounts (these ranged to 60 - 90 a day) through Zendesk - by phone and have Zoom calls and used product knowledge to demonstrate to merchants how to use the GoCardless dashboard to add customers and collect payments, and to help with any queries they had
• Trained myself to learn how various integration partners (there are 600, including accounts, membership and CRM softwares such as Xero) software synced with the GoCardless Dashboard in order to teach merchants how to add their customers and collect payments, with their chosen integrations
• Proactively reached out and targeted merchants at critical points in the customer journey to ensure adoption, growth and retention through Zoom calls, phone calls, and emails
• Communicated with merchants in English, Spanish and French via our inbound Intercom Live Chat channel
• Escalated pending verification documents to facilitate merchant account verification.
• Contributed to and attended daily, weekly and monthly Stand Ups, All Hands and Town Halls within my business area - Small Business and the wider company events, such as GC Live
• Shared and logged best practice with support team to build our knowledge base on our team slack channels
• Resolved all merchant queries sent by email within the 24-hour SLA
• Enrolled on courses and bought books to upskill, including User Research and Excel skills for Business Analysts in April 2022
• Worked closely with Account Executives, Customer Support, Payments, and Fraud & Compliance to resolve obstacles merchants faced during and after onboarding
• Troubleshot and identified bugs within the GoCardless dashboard, collected the information and or raised the bug in Jira, and then discuss this with the relevant team for solutions and updates
• Tracked trends and provided insights via root cause analysis and tagging key customer query themes in team meetings to report to my manager and their manager

Systems

GoCardless Dashboard, Intercom, Zendesk, Jira, NVM, Gong, Looker, Slack, Google Suite, Zoom

• Operations Strong Customer Authentication (SCA) champion - successfully presented a use case to our Scale product team to create a new and less tedious process for the recovery of customer accounts when they have been locked out of the app, This has now been released in-app and has decreased inbound calls for SCA resets by 90% allowing for a more productive customer service workforce.
• Met the SLA response time of under 5 minutes and had a CSAT score of 90%
• Resolved all customer complaints within the 15-day SLA timescale
• First point of contact for customers using our app via chat, phone all social media platforms, and email
• Liaised with our third-party payment provider and Risk to resolve fraudulent activity on customers accounts, chargebacks, and disputes
• Proposed optimisations as well as automation of analysis and reporting to ensure the process was scalable
• Tracked trends and provided insights through root cause analysis, tagging key themes in customer queries
• Proposed processes and training opportunities based on root cause analysis findings
• Shared and logged best practice with support team to build our knowledge base
• Trained new joiners on all support workflows (including Zendesk and Hootsuite); how to resolve customer issues (including escalating to third-party partners); Mettle product knowledge; troubleshooting; the complaints process; and raising disputes and chargebacks
• Enhanced/automated reporting insights including the E2E process by working with the product managers to build requirements and prioritise into road maps
• Managed multiple systems including Intercom and Zendesk to enhance customer support operations.
• Completed feedback loop via QA to ensure all feedback is delivered promptly
• Created 'How To' videos for marketing team to educate customers on Mettle app features, set for in-app release June 2021
• Liaised with various stakeholders including Onboarding, Fraud and Risk, Marketing, and Product Owners to resolve queries
• Troubleshoot and identified bugs in-app through customer queries
• Proposed tangible improvements and recommendations in order to scale/integrate on a daily basis due to working in an agile environment.
• Managed multiple systems including Intercom and Zendesk to enhance customer support operations.

Systems

Systems: Zendesk, Intercom, Jira, Confluence, Slack, App Store, Google Play Store, Microsoft Outlook, Workplace, Google Suite, Zoom,

• Proactively taught and also asked to teach colleagues from EX-Co to Product Owners about how the customer operations function worked within the business in order to optimise the efficiency of the app across the business
• Contributed ideas to Product Design team for building Customer Service CRM System, Robin, enhancing customer interaction
• Trained 4 new team members as CSO Analysts, improving team capacity and support in Manchester
• Proactively taught and also asked to teach colleagues from EX-Co to Product Owners about how the customer operations function worked within the business in order to optimise the efficiency of the app across the business
• My performance was rated at 83% for the time that I was a permanent staff member at Bó and I was told by my manager that had the company not closed, I would have reached my goal of 100% by the end of my first year

Systems

Robin (in house CRM), Salesforce, Jira, Confluence, Slack, App Store, Google Play Store, Microsoft Outlook, workplace, Google Suite, Zoom, Facebook, Bó app

• Resolved customer inquiries through phone, email, face to face, and social media channels
• Served as primary point of contact for customer inquiries
• Got 5 Star ratings from customers for the Camera Jungle Trust Pilot while working there
• Learned about Camera bodies and Lenses on the job to advise customers and have done so successfully, daily
• Developed user experience solutions to enhance customer satisfaction with online store
• Quickly learned how to use multiple in-house CRM, shipping, and product PC systems to solve online queries and queries over the phone
• Extended contract from initial 3 weeks due to quick and efficient learning of role and systems
• Arranged courier collections and deliveries for customers

Systems

Outlook, Camera Engine, Camera Stocklist, Pronto, Adyen, Facebook, Excel, UKmail Business package - warehouse

• Mastered multiple in-house CRM, shipping, and product PC systems to efficiently resolve hundreds of online queries daily
• Managed and responded to 50 emails daily and addressed 50 - 100 national and international shipping requests (cancellations, returns, refunds)
• Proactively investigated and collaborated with colleagues across the business to resolve high-value product queries for high-profile customers globally
• Wrote clear and professional email responses to customers
• Quickly learned how to use multiple in-house CRM, shipping, and product PC systems to solve hundreds of online queries a day

Systems

Aura, Ominia