United Kingdom

Customer Success Management

Sales

Product Marketing

Bachelor's Degree

Lucia Lau ✨

(Flourish) Customer Success Lead

Relationship management

Communication

Collaboration

Problem-solving

Time management

Empathy

Organisation skills

Customer service

Negotiation

Data mining

Affinity

Canva

ChatGPT

Cultivating thriving partnerships with Business and Enterprise customers 🌱

Key achievement: Growing a key strategic account's adoption by 583% in 6 months.

Managing the Customer Success team: training and mentoring team members to grow within their role and be their best selves

As well as the below duties

I began this role as a sole Customer Operations Manager. After 10 months, the team grew in size and I took on the responsibilities of a team leader by training and mentoring the team. My contribution to the team was recognised as a formal promotion to Senior Customer Operations Manager.

Customer Success: Supporting customers and answering all queries about the product, requests for information and advising on the insurance terms and conditions via email, phone or chat. 

Technical Support: Advising customers on technical issues they encounter on the dashboard and liaising with the developer's team and working to resolve the issue promptly. 

Sales: Upselling the insurance product, providing quotes, onboarding insurance brokers, invoice financiers and SMEs. 

Retention: Engaging in open dialogue with SME customers regarding ways to improve and expand user engagement, and solicit feedback in order to improve our product and service offerings.

Operations: Processing insurance limit requests, as well as insurance claims submitted by customers to ensure maximum payout and improve customer Net Promotor Score. 

Administration: Record keeping to ensure our CRM system is up to date and supporting the Sales team in their effort to promote the platform to brokers and partners by managing new contracts, due diligence, and other administrative processes.

Claim management: Assessing customer's claims and preparing them for the insurer's claim handler, as well as liaising directly between both parties to ensure successful payout  

Presentations: Supporting the Sales team in providing live demonstrations and training to customers and partners.

Graphic Design: Supporting the Sales and Marketing team in creating marketing content such as one-pagers and social media assets

Account Manager for property management companies including Foxtons, Ludlow Thompson, The Happy Tenant Company, Curchod & Co, Campden Estates, Habitat and HLR.

Key achievement: Trippled the managed accounts within the first two quarters of starting the role (Foxtons alone grew from £12k in February to £47k in June)

Accounting: Credit control, pricing and invoicing works with Sage 50

Sales: Liaising directly with property managers and advising and up-selling required works 

Customer Service: Contacting tenants to arrange works and managing expectations 

Organisation: Arranging works, managing logistics and working to deadlines and budgets 

Coordination: Prioritising and ensuring emergency works are dealt with promptly

Office Management: Ensure efficient functioning of the office for a small
team through a range of administrative, financial and managerial tasks.

Design & Marketing: Create visuals and presentations for events and
seminars as well as attending them; design promotional and sales materials
to develop a strong brand identity.

Optimisation: Implement agendas and drive initiatives effectively; adopt
appropriate approach to improve efficiency and productivity.

Organisation: Executive support to CEO and CTO, maintain calendars,
prepare meeting agendas and materials, ensure smooth business operations.

Cost Saving: Effective negotiation with suppliers has resulted a huge saving
SSSon operating cost and a free upgrade on office lease.

Problem Solving: Always remain calm and proactively provide solutions to
problems.

Personal Assistant: Assist CEO on personal matters and errands.

Management: Created reports for head office, maintained project
progression.

Human Resources: Maintained team morale, resolved disputes and issues.

Marketing: Online and social media marketing.

Organisation: Implemented campus wide promotional events.

Solely responsible for handling customer disputes over service contracts and updating details on online system Relations: Solely responsible for handling customer disputes over service
contracts.

Administration: Maintained and organised case informations throughout
systems.

Project Management: Solely responsible for team and project progressions.

Graphic and Web Design: Brand identity design and website development.

Marketing: Managed and optimised Google Adwords campaigns and social
media.

Design: Created photographic portfolios.

Marketing: SEO, online reputation and social media management.

Copywriting: Writing engaging and industry relevant content.

Full re-branding and managing online social media presence

Customer service at Front of House, administration duties and solely responsible for online social media strategy and company re-brand

Lucia Lau ✨🇬🇧

About Lucia Lau

Expertise

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