A customer service manager that accidentally got into Salesforce.

I’ve been working in customer service almost since I left university. I’m very good at it and so are the people I recruit to work for me, our current NPS score is 82, and I keep pushing them for more.

But it isn’t all about them (and me) but also the tools they use.

I have a habit of seeking change and improvement in the technology provided to my teams. Nearly 10 years ago I started in my current role using a Salesforce instance with very little customisation had been undertaken for service. That can’t be said for the system now!

I’d never used Salesforce before, I’d never even heard of it and now I’m a certified administrator and working on my Sales Cloud Consultant and Einstein Analytics certifications.

• Salesforce Certified administrator with 9 years experience in delivering customer service enhancements using Page Layouts, quick actions, reporting & dashboards, workflows, process builder, validation, and more.
• 14 years of experience customer-facing service player-trainer-manager, including managing & training remote teams and stakeholders.
• Enthusiastic about quality customer service experience and developing customer loyalty, by ensuring that high-quality support is provided at all times.
• 20 years of providing excellent customer service 
• Enthusiastic about motivating, supporting and mentoring team members to surpass targets and ambitions. 
• Acts as the voice of the customer within the rest of the business, championing customer needs and building business cases for product improvement 
• Seeks feedback and continual training opportunities.

Qualifications

In Progress	Sales Cloud Consultant
2018	Salesforce Certified Administrator (ADM201) – Salesforce
2017	NvQ Level 4 Customer Service – City & Guilds
2010	ITIL v3 Foundation (Self-study) 92%
2004	Diploma in Web Design, level 3 – (Association of Certified IT Professionals)
2000	Single Honours Drama Degree – 2:1 ( University of Wales, Aberystwyth)

Why is there a photo of Batman’s House?

So firstly that’s Wollaton Hall, yes some of the Christian Bale Batman films used it as Bruce Wayne’s house. But its also awesome.

I’ve pretty much always lived in the East Midlands in the UK. As a kid I used to go for birthday’s, and often still do. Inside the hall is full of stuffed animals which are freaky, but a few years ago they had a dinosaur display. It gets used for all kinds of events, music festivals, food festivals, kids superhero teddy bear picnics, plus of course your normal families just showing up and having a picnic and a kick about, and play chicken with a herd of deer!

The best bit is its owned by the City, its free entry, you just pay to park and that’s pretty reasonable too.

But yes, I’m a superhero fan and I don’t live in Brooklyn or Queens for my other two favourite guys, so you get Wollaton Hall.