A commercially focused and accomplished customer success manager, with a 10+ year background and proven track record of success across customer service and account management roles spanning Events, Retail and Information Technology.
Currently working as a Customer Success Manager at Secret Escapes
Secret Escapes is a members-only British travel company selling heavily discounted luxury hotel stays and trips through its website and mobile app.
Worked as a Customer Success Coordinator for elina PMS (part of Vestibule Marketing) - Putney
elina property management software designed for serviced apartments, vacation rentals & lodges.
My Responsibilities
Responsible for onboarding and training customers and supporting clients to optimise their usage of the Elina PMS platform to maximise engagement with the product
Handle and resolve customer queries and provide support with technical issues
Play an active role in supporting the continuous improvement of the product and onboarding process by analysing data to help improve the product and feeding back client issues
Includes ensuring product help documentation is up to kept up to date and aligns with product upgrades as well as planning and organising meetings for product development, bug resolution and planning future releases
Responsible for managing the day-to-day operation of the Customer Support team of 4 staff, handling all aspects of line management
Worked as a Customer Relations Manager for Landlord Nationwide - Hounslow East
Landlord Nationwide is a unique in-house tenant referencing company
Product Head Consultant for STAAH (Goa Region) Rubiq Solutions
STAAH is a New Zealand owned company committed to increase online presence and performance of hotels in managing rates and inventory over multiple websites
Initially joined the company as a Product Consultant Executive before being promoted to the post of Product Head Consultant for Goa Region (India)
Client Servicing & Production Coordinator Stagecraft (Mumbai, India)
Stagecraft India is an event support organization which looks after most of the requirements for various event companies and their events including conferences, seminars, fashion shows, live concerts, exhibitions etc.
Recruiter Goa is a FREE service of providing job alerts for individuals seeking employment in Goa (India).
Research Coordinator and Lecturer-Volunteer at Evelyn Oldfield Unit
Evelyn Oldfield Unit is an organisation which works with refugee community organisations.
Job seeker Support Volunteer at Shaw Trust
Shaw Trust is a national charity that helps people facing disadvantage into work, gain skills and take control of their futures.
Social Media Executive Volunteer at The Royal Borough of Kensington and Chelsea (RBKC)
The Royal Borough of Kensington and Chelsea is one of the best places to shop in the capital, and has much to offer beyond the typical high street.
A short video (done by me) of the Portobello & Golborne Market on 30th May 2015 which had completed 150 years old
What people say about me?
"Joshua has been great to work with. The most impressive thing being his comeback with everything right on time. He is always happy to assist in every possible way. I wish him all the very best in his future endeavors."
Director Operations - Longuinhos Beach Resort Marsha Almeida Coutinho
"Joshua is smart, effective and prompt in his work. As his client any issue I faced he was just a call away and the issue was sorted out in few minutes. Really appreciated his ability of being able to keep up with the time as we always looked at minimum time for fix.
I think he would be great value to any organization. I would strongly recommend him as he is a deserving candidate."
Reservationist & Receptionist Nelia Fernandes
"Joshua has been our trouble shooter at Victor Exotica when STAAH has had technical issues. Prompt & effective is how I would describe him along with a pleasing & pleasant personality. He would make a good team member to any team he joins. A credit to his Company, I will him all success."
Hotel Manager at Radisson Hotels & Resorts Malcolm D' Melo
"I am very happy working with Joshua for two years, At Rubiq he was given to manage the entire STAAH vertical which included managing support team, Customer servicing, accounts and overall affairs of this vertical."
Director –Rubiq Solutions Joel Souza
"During his tenure in Rubiq, he was extremely supportive and had a very positive approach towards any issues that he had to address. Joshua is very goal-oriented person and will be a reliable asset to any company."
The HQ Sales and Marketing Manager Natasha Dias
"I am very impressed with his enthusiasm, communication skills and professional demeanor, He has consistently demonstrated all these qualities and more, and I heartily endorse him to any customer service position."
General Manager at Chances Resort Shekhar Divadkar