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Senior
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CX enthusiast with PM skills
Maddy Andersone
,
Glasgow, United Kingdom
Experience
Skills
I'm offering
Innovative, analytical and results-driven professional offering 15+ years of experience in areas such as CX, strategical data analysis, customer journey mapping, team leadership coupled with holding the wisdom of an Open BSc degree in Business Management. Recognized throughout my career for demonstrating the ability to be a top performer by organizing and completing complex projects, building and managing relationships with stakeholders, and being a leader with a can-do attitude. Vast adapt of building strong relationships and implementing strategies to improve processes and drive overall performance. My overall goal is to expand my career brand and be a leader in my field. AREAS OF EXPERTISE PLATFORM EXPERIENCE • Project Management skills • Google Analytics • ITIL • Excel • Agile method (Scrum & Kanban) • SQL • Strategic Analytical Skills • R • Change Management • Tableau • Stakeholder Relationship Management • WordPress Analytics Dashboard • Risk Management • Hotjar • Customer Experience Management • Asana • Customer Journey Mapping • Data-Driven Mindset
Markets
United Kingdom
(Remote
only)
Ireland
Lithuania
(Remote
only)
Rest of Euro area
(Remote
only)
Denmark
(Remote
only)
Norway
(Remote
only)
Sweden
(Remote
only)
Finland
(Remote
only)
Links for more
Once you have created a company account and a job, you can access the profiles links.
Industries
Language
German
Good
English
Fluently
Ready for
Available
My experience
2020 - 2020
freelance
RETAIL CUSTOMER EXPERIENCE CONSULTANT / CEO
PINEAPPLE INNOVATION.
• Work closely with business owners, solopreneurs, and the companies' stakeholders to develop and integrate a new Customer Journey map.
• Redefine the Customer Promise strategy aimed at achieving higher customer satisfaction/ NPS and positive review rates based on data analysis.
• Lead business owners as well as their teams towards a more customer facing perspective
with the aim to reduce the level of returns and complaints by 50% and increase their
customer return ratio by 75%.
• Make sure that SMART KPIs are set for the clients to follow through with.
• Act as a point of motivator, support, and guidance to senior management.
• Redefine the Customer Promise strategy aimed at achieving higher customer satisfaction/ NPS and positive review rates based on data analysis.
• Lead business owners as well as their teams towards a more customer facing perspective
with the aim to reduce the level of returns and complaints by 50% and increase their
customer return ratio by 75%.
• Make sure that SMART KPIs are set for the clients to follow through with.
• Act as a point of motivator, support, and guidance to senior management.
Data Analysis, Retail, Customer experience, Management, Support, Ceo, Customer
2012 - 2013
job
FINANCIAL, OPERATIONS AND HR EXECUTIVE, LOONA
unknown.
Successfully manage the business growth operations by overseeing and leading a high-
performing team of 25 customer service staff.
• Manage day-to-day activities of 6 key corporate accounts and successfully reduce their
customer complaints on average from 20 to 3 per week per account and manage the NPS.
• Oversee a full range of office support including onboarding all the 25 new hires, manage
their training and make sure that weekly goals and targets are met.
• Created quarterly reports on the company's growth analysis that aided spot weak points
in the customer service and better CX development program.
performing team of 25 customer service staff.
• Manage day-to-day activities of 6 key corporate accounts and successfully reduce their
customer complaints on average from 20 to 3 per week per account and manage the NPS.
• Oversee a full range of office support including onboarding all the 25 new hires, manage
their training and make sure that weekly goals and targets are met.
• Created quarterly reports on the company's growth analysis that aided spot weak points
in the customer service and better CX development program.
Operations, Training, Onboarding, Customer service, Service, Growth, Support, Office, Development, CX, Performing, Customer
My education
2021
Certification, Project Management
2021
Certification, Data Analaysis
THE OPEN UNIVERSITY
BSc, BUSINESS MANAGEMENT
BSc, BUSINESS MANAGEMENT
BVK COLLEGE
ASc, INNOVATION AND ENTREPRENEURSHIP, INTERACTION DESIGN (Minor in MANAGEMENT)
ASc, INNOVATION AND ENTREPRENEURSHIP, INTERACTION DESIGN (Minor in MANAGEMENT)
LBK COLLEGE
N/a, ACCOUNTANCY
N/a, ACCOUNTANCY
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