Lilly Wood

About

I’m an ambitious and highly driven person with a positive outlook and creativity to solve complex problems. I work well as an individual contributor or as part of a team. I have spent short of 12 years fine tuning my craft in the customer service industry. I have written and facilitated coaching on contact handling and soft skills. I live for an epic customer experience. While I have spent a significant portion of my experience as a team leader or manager, I still spoke to customer regularly through escalations both good and bad. I’m my role as lead/manager I specialized in turning low performing outliers into high performing active team members.

Experience

Oxygen XL

Sep 2021 – Sep 2022

Remote

Client Services Manager

Modsquad

Nov 2020 – Apr 2021

Remote

Project Manager (contract)

• Signed NDA so can not divulge project specific information • Managed assistant managers, team leaders and advisors • Build documents/reports for varies metrics • Assisted with training on various skills • Assisted as a SME on various skills • Reported out on headcount, productivity and new lines of business

Modsquad

Aug 2020 – Nov 2020

Remote

Advisor

• Signed NDA so can not divulge project specific information • Providing white glove service to our clients and customers • Promoted to Tier 2

Yoco

Feb 2020 – Sep 2020

Remote

Customer Engagement Analyst & Consultant (contract)

• Supporting Yoco’s merchants with their FinTech issues • Walking merchant’s through the sign up process • FICA process • Vetting merchant’s • Taking responsibilities of major projects • Training • Identifying trends • Anticipating merchant’s future needs by analyzing data • Improving process • Taking part in workshops for product improvements

Amazon Web Services

Jul 2017 – Sep 2019

Cape Town

Executive Assistant

• Management of three diverse and complex calendars to accommodate all scheduling requirements and resolve conflicts using my understanding of the business and its priorities. • Encourage and fostering engineer and employee engagement • Planning and organizing meetings, events, activities, team buildings and holiday celebrations. This includes but isn't limited to, annual company wide events, monthly all hands meetings and beer-o-clocks. • Planning offsite meetings, seminars and conferences. • Travel coordination • General administration around meetings, events, activities, team buildings and holiday celebrations. • Creating and maintaining strong, valuable and mutually beneficial working relationships. • Keeping track and driving key projects to completion. • Proactively resolving conflicts in schedules • Creating documentation for the SOP on travel, travel advances and the way around the difficulties we had without CORP cards. Managing group logistics • Acting as a liaison for direct reports and recruitment • Handling confidential information with discretion and liaise with professionals inside and outside the company. • Organize, prioritize and appropriately handle time-sensitive information and ensure action required is addressed accordingly. • Create and manage relationships with caterers & other vendors to maintain a unique office environment • Passionate about my job and customers. • Proactively search for training and programs that will increase my productivity and efficiency. • Managing my own expenses as well our Site Lead's expenses. • Solving problems creatively, frugally and without sacrificing quality or the comfort of my customers.

Amazon Web Services

Jun 2016 – Jul 2017

Cape Town

End User Support Engineer Team Lead

• Supporting users with technical problems • Creating reference content • Creating and facilitating training • Rating reviews: Dive and Save, coaching • Writing narratives and reporting on the progress of our team • Setting up and upkeep of team structures like routing, skills • Rover for New Hires • Hiring new team members • On boarding the support of new services

Amazon

Nov 2014 – Jun 2016

Cape Town

Team Manager - UK Local & Amazon Tickets

Amazon

Nov 2012 – Nov 2014

Cape Town

Team Manager

• Real Time Monitoring • Coaching: Setting up a coaching plan, setting SMART goals and making sure the SMART goals are reached • Mining • Promoting team spirit • Attaining metrics goals • Reporting • Identifying behavioral trends and gaps in knowledge • Auditing • Handling and Resolving escalated issues Extra Responsibilities: Team Manager: • Starting and maintaining the “negative to positive” initiative • Soft skill workshops • Improving the coaching and implementing a coaching report • Blurb Improvement Rewards and Recognition Program: (March 2013 – current) • Promoting, advertising and marketing the program • Facilitation and planning of a leadership Day • Point of Contact to RnR (Rewards and Recognition) representative • All administrative and book keeping duties Morale Team: (September 2011 – 2019) • Planning events • Brain storming for new ideas

Education

President High School

Jan 1999 – Nov 2004

Matric, NA

Skills

Languages