Sophia Gale

• Managing top tier clients with a combined portfolio of £9M gross revenue.
• Led strategic and AI product based internal projects to optimise Customer Success processes, improving operational efficiency across the team.
• Managed complex renewal pipeline, contract negotiations whilst protecting company interests. In 2025, following an £85K optimisation plan, successfully renewed our first 5 year contract.
• Built and maintained extensive network of senior stakeholders across enterprise client portfolio, ensuring strong relationship continuity and account health.
• Established clear success metrics with clients and provided regular reporting to ensure alignment and transparency.
• Fostered strong working relationships with Sales, Operations, Marketing, Product and senior leadership teams to drive best practise and client led solutions.
• Mentored and led team discussions, sharing best practises from successful client engagements.
• Successfully led the onboarding of clients following a competitor acquisition worth £2.5M net revenue.

TKAT SCITT offers school-based teacher training across the South and South East of England.
Whilst working for TKAT I introduced a number of new administration processes and applications which enhanced the productivity and collaboration of the team and the business. This proved particularly successful during lockdown when we moved our entire programme online and continued with excellent service levels throughout.

• Coordinated comprehensive interview and recruitment events to attract high-caliber teaching candidates

• Delivered structured onboarding programs for new trainees, including Google Workspace training and orientation

• Managed all stakeholder communications as primary point of contact, responding to inquiries from prospective applicants, external agencies, and key partners via multiple channels

• Directed marketing strategy and promotional campaigns for the SCITT program to maximize enrollment and brand visibility

• Conducted rigorous application screening processes, utilizing critical analysis to verify qualifications, DBS clearances, medical requirements, and professional references

• Analyzed website performance metrics and executed targeted social media marketing campaigns while managing advertising budget and creative content development

Led customer support operations for an innovative logistics technology startup specializing in inbound traffic management solutions for ground transport hubs. Voyage Control's platform enables proactive management, optimization, tracking, and communication of logistics traffic to streamline processes, enhance security, reduce congestion, and improve operational efficiency.

Key Responsibilities & Achievements:

• Established and structured comprehensive customer support platform from ground up
• Collaborated with development team to translate customer insights into product enhancements
• Managed customer onboarding processes through targeted email marketing campaigns using Mailchimp
• Delivered technical support and resolved customer queries via Zendesk ticketing system
• Coordinated with product team to report system issues and track resolutions through Jira
• Developed comprehensive FAQ documentation to reduce common support inquiries
• Conducted systematic platform testing to identify and resolve user experience issues
• Implemented 24/7 global customer support coverage across multiple time zones
• Served as dedicated Account Manager for Olympia London, maintaining strategic client relationships issues and track resolutions through Jira

Senior project manager with extensive experience managing high-value signage and branding projects for premier sporting venues and corporate clients. Successfully delivered complex rebranding initiatives while leading cross-functional teams and managing stakeholder relationships at executive level.

Key Achievements:

• Secured and delivered £1 million Lord's Cricket Ground complete rebrand project, managing all aspects from concept to installation under strict deadlines
• Led account management teams to successfully implement advertising campaigns across all county cricket grounds nationwide
• Maintained strategic client relationships with ECB, NatWest, and county cricket venues, serving as primary liaison for major advertising initiatives
• Conducted comprehensive site assessments and developed innovative branding solutions that maximized commercial opportunities
• Managed multiple concurrent projects worth significant value, consistently delivering on time and within budget despite challenging timescales
• Built and maintained professional relationships across all organizational levels, from ground staff to senior executives