About
Customer experience and business operations professional with 8+ years of experience in client relationship management, team leadership, service delivery, and cross-functional coordination. Transitioning into digital and growth marketing with practical learning focus on paid media, analytics, SEO, customer acquisition, and campaign optimisation.
Experience
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Client SuccessThe Real OnesJan 2024 – Jun 2026
Concurrent entrepreneurial / agency experience alongside full-time employment. Managed client relationships and coordinated requirements between clients and internal design and video teams. Translated business and brand requirements into clear creative briefs; coordinated branding, social content and marketing-project delivery. Monitored feedback, quality and timelines, resolving service concerns and aligning deliverables with client expectations. Supported proposals, presentations, project documentation and internal workflows for client servicing and business development. Worked with creative teams to improve output quality and strengthen client satisfaction and retention.
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Customer Support ManagerDeployedJul 2022 – May 2026
Built and led the customer-support function, managing customer interactions across calls, email and live chat; recruited, trained and coached team members. Worked with warehouse, logistics, quality and operations teams to resolve escalations and improve the end-to-end customer experience. Used Shopify, Shiprocket and internal operational data to identify recurring issues, monitor service trends and recommend process improvements. Introduced structured escalation tracking and follow-up practices, supported by regular team reviews and leadership updates. Helped reduce daily returns from approximately 90 to 30 within seven days through returns-process improvements; contributed to a 7% reduction in return/refund rate over two months. Identified a delivery backlog linked to resource constraints and recommended temporary staffing support, helping reduce delays from approximately 60 days to 20 days.
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Customer Support & OperationsGozo CabsNov 2018 – Feb 2022
Handled customer queries, service concerns and escalations, focusing on timely resolution and service quality. Supported colleagues with complex customer interactions and informally guided new team members on processes and customer handling.
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BPS Associate – British Telecom ProcessWipro BPSDec 2017 – Jul 2018
Supported customer-service operations, handling customer queries in line with process guidelines and service standards. Built foundational experience in customer communication, technical-support processes and structured service delivery.
Education
- 2027