Isabel Customer Success Manager at Hopper HQ

Waybook Process Consultant

Waybook

Sep 2022 - Current (3 years 8 months)

I am proud to be a key player spearheading Waybook Consulting, working closely with the co-founder to bring this new offering to life. As a Waybook Process Consultant, my goal is to help businesses achieve their full potential by systematising their processes and procedures. I work with clients and my team to create a clear and concise digital handbook that centralises their key operating procedures. My role involves aligning with clients' business goals and activities, identifying core knowledge and SOPs, migrating and optimising existing documents, leveraging Waybook templates and insights, and building a custom playbook structure.

Customer Success Manager

Hopper HQ

Feb 2021 - Current (5 years 3 months)

At Hopper HQ, my role is wide and varied. I collaborate across the whole company (co-founders, engineers, product and marketing team) to define and execute Hopper HQ's strategy. I lead on growth and development initiatives. As well as manage and execute everything customer from sales and demos, to onboarding and activation, to account management and all customer communication.

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Barista

THE COFFEE SHOT LTD

Aug 2020 - Feb 2021 (7 months)

Customer Service Associate

Amazon

Apr 2020 - Aug 2020 (5 months)

I helped Amazon customers by phone, email and chatroom. This was a completely virtual role where I have honed my excellent customer service, multitasking, fast learning and patience.

Junior Client Success Executive

Houst

Mar 2020 - Apr 2020 (2 months)

I secured this role and moved to Ireland in February. Due to Covid-19, I was laid off. In this professional lettings management startup, I handled all client communication, and assessed the market to ensure properties were profitable.

Barista

Caffè Nero

Oct 2019 - Feb 2020 (5 months)

I am a fully trained barista. My daily tasks included making coffee, serving customers, baking, cleaning, and washing up. I prided myself in my joyful helpful attitude towards customers and other staff.

Administrative Assistant and Receptionist

nhs

Sep 2019 - Oct 2019 (2 months)

I aid the Practice Manager with his admin tasks. I code the surgery's healthcare system in order to manage and compile data on our patients. I contact patients via email or telephone, as well as adjust their confidential information and records. I cover reception duties, booking appointments and answering telephones in the office, as well as triage, scan, code and sort correspondence.

Clinical Receptionist

Babylon Health

Jul 2019 - Sep 2019 (3 months)

I truly believe in Babylon’s ethos and drive as an ethical healthcare start-up. Their global reach and objectives are truly inspiring, and I am proud to have fronted this business. My roles included welcoming and checking-in patients, telephone communication, patient and doctor admin, and appointment booking. Trained in SystmOne, Babylon Admin Portal, Safeguarding/Chaperoning, DBS checked.

Nanny

Self Employed

Nov 2018 - Sep 2019 (11 months)

I was entrusted with the responsibilities of picking the baby up from day-care Monday-Friday and attending to her for the evening.

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Temporary Administrative Assistant

The Dove Partnership

Jul 2017 - Aug 2017 (2 months)

During my time temping I was a Receptionist at Lookers Landrover, Bishops Stortford. My responsibilities included welcoming customers, answering and redirecting calls and being a friendly and polite front desk for the car dealership. This position introduced me to an office environment and to deal with and prioritise many interactions at once, such as walk-in clients and phone calls. Only one position fulfilled as it was a summer job and I returned to university.

Front of House

ITSU

Apr 2016 - Jul 2016 (4 months)

Working in London Victoria, I quickly adapted to the fast but quality customer service this brand is known for, as well as efficiently keeping levels of cleanliness and hygiene. I used my initiative to maintain the desired level of stock as well as serving concisely to ensure the customers satisfaction.

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Waitress

Nags Head Bishops Stortford

Aug 2014 - Aug 2015 (1 year 1 month)

Working at my local pub-restaurant taught me how to work efficiently under the pressure of waiting numerous tables, as well as effectively communicating and ensuring the respectability and expectations of dining customers. I worked efficiently putting the customer satisfaction at the forefront of decisions and always served with a smile.

Factory Floor Worker

The Delta Group

Jun 2013 - Aug 2013 (3 months)

This summer employment highlighted my adaptability to different situations, people and tasks. I had to fine-tune my punctuality and independence with regards to my Greater London commute, as well as jump between different tasks in days – packing, stockcheck, fetching – depending on the job importance.

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Dance Teaching Assistant

Jenny Myhill School of Dance

Sep 2011 - Jul 2017 (5 years 11 months)

This long-term part-time employment to my dance school resonates my commitment and passion towards something I love. I was a role model to the younger students, as well as helping them in their dance and personal lives. I regularly helped in lessons and games, and was entrusted to care for large groups of young children. Additionally, I aided teachers with paperwork and fees because of my high level of organisation, and this has helped with my independence and leadership skills.

Isabel

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