Simone Felix
Customer Success Manager
Mausica
Summary
Dynamic professional transitioning into Customer Success Management seeking to leverage extensive background in procurement, contract and supplier management to excel in customer success roles. Extensive experience in strategic planning, vendor relations, and process optimization. Proven track record in fostering strong partnerships,enhancing client satisfaction and driving retention through data-driven insights and effective project management. Adept at collaborating cross-functionally and resolving conflicts with a strategic approach. Skilled in utilizing CRM tools and delivering exceptional onboarding and training. Known for a proactive approach to risk management and continuous improvement. Eager to apply my skills to a forward-thinking Customer Success team. Committed to driving success and exceeding client expectations through innovative solutions and exceptional service.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Procurement, Contracts and Compliance Officer
Barking & Dagenham College
01.2017 - 01.2019
- Managed all college contracts, including contract writing, issuing contracts, performing review contractor/supplier meetings for the Facilities Management, Apprenticeships and Education & Skills Funding Agency contracts.
- Conducted OJEU procurement and mini tenders; Implemented e-tendering system improving procurement process and efficiency.
- Achieved significant cost savings through strategic sourcing and collaboration with suppliers/contractors.
Supplier Relationship Manager
M J Mapp Ltd
06.2016 - 10.2016
- Managed 154 Facilities Management contracts achieving 100% compliance for all statutory documents. Held regular contract review meetings with stakeholders, facilitating engagement and proactive communication to ensure alignment with expectations, resulting in improved partnership quality and enhanced customer and client satisfaction. Mediated contractual disputes between stakeholders, ensuring timely and professional resolutions.
Supplier Relationship Officer
London Borough of Lambeth Council
02.2011 - 02.2016
- Managed £12m worth of contract portfolios, collaborating with suppliers to achieve 5% cost reductions for two consecutive years.
- Led complex negotiations and managed relationships between contractors and Local Authority ensuring clear communication and strategic alignment to deliver superior customer service and support organizational goals.
Contract Monitoring Officer
London Borough of Lambeth Council
10.2007 - 02.2011
- Managed and optimized service level agreements (SLAs) by actively collaborating with external agencies and contractors, ensuring efficient operations and maintaining high standards of service for all stakeholders involved.
- Monitored employee activities, confirming compliance with KPI's and SLA's.
- Oversaw daily monitoring and patrolled streets, buildings, grounds, and work sites.
Parking Investigations Officer
London Borough of Lambeth Council
02.2003 - 01.2005
- Resolved customer complaints and inquiries efficiently using CRM software, achieving high customer satisfaction rates by providing clear, consistent, and empathetic responses across various communication channels.
- Obtained evidence to investigate and make decisions about Penalty Charge Notices appealed by members of public.
Library Customer Service Assistant
London Borough of Lambeth Council
07.2002 - 12.2002
- Delivered exceptional customer service by promptly responding to inquiries via email, chat, and phone, ensuring a seamless and satisfying experience for library users, which directly contributed to high levels of user satisfaction.
Education
MSc Public Policy and Management with International Political Economics -
Birkbeck College, University of London
01.2009
BA(Hons) Communications and International Relations - undefined
London Guildhall University Aldgate
01.2003
Skills
- Client Relationship Management
- Onboarding and Training
- Customer Retention and Loyalty
- Customer Success Strategy Development
- Vendor and Stakeholder Collaboration
- Risk Assessment and Mitigation
- Client Needs Assessment
- Data-Driven Insights and Analysis
- Strategic Account Management
- Process Optimization
- Project Management
- Cross-Functional Team Collaboration
- Customer Feedback and Advocacy
- Customer Training and Support
- Conflict Resolution and Problem-Solving
- Communication and Negotiation
- Customer Journey Mapping
- Churn Reduction Strategies
- Product Knowledge and Expertise
- CRM and Customer Support Tools Proficiency
- Performance Metrics and KPI Tracking
- Customer Relationship Building
- Proficient in Salesforce, Zendesk, HubSpot, Google Workspace, Microsoft Office Suite, Trello, Slack, Zoom, Oracle
Volunteerandleadership
RESERVED FORCES CADET ASSOCIATION - BRITISH ARMY, Commissioned Officer, 01/01/11, 01/01/17, Oversee the effective management of 5 adult volunteers alongside the reporting of cadets and adult volunteer's performance to senior management., Train cadets (aged 12-18) in a range of activities and skills, including but not limited to adventure training, military knowledge and personal development., Led officer on an educational WW1 Battle Field Tour to Menin Gate Memorial in Ypres and achieved the main profile feature article in National Army Cadet Magazine., Elected to represent the Army Cadet Force at the House of Commons, Duke of Edinburgh's Award leader and assessor, and completed military sponsored courses.
Certification
- Certified Customer Success Manager (CCSM) - SuccessCOACHING, 2024
- BTEC Intermediate Award-Traffic Management Control Room Operations, Tavcom Training, Hampshire, 2005
- BTEC Intermediate Award – Control Room Operation, Tavcom Training, Hampshire, 2005
- CVQO ILM Level 3 Leadership and Management, 2014
- PRINCE2® Foundation Certificate in Project Management, 2014
Timeline
Procurement, Contracts and Compliance Officer
Barking & Dagenham College
01.2017 - 01.2019
Supplier Relationship Manager
M J Mapp Ltd
06.2016 - 10.2016
Supplier Relationship Officer
London Borough of Lambeth Council
02.2011 - 02.2016
Contract Monitoring Officer
London Borough of Lambeth Council
10.2007 - 02.2011
Parking Investigations Officer
London Borough of Lambeth Council
02.2003 - 01.2005
Library Customer Service Assistant
London Borough of Lambeth Council
07.2002 - 12.2002
BA(Hons) Communications and International Relations - undefined
London Guildhall University Aldgate
MSc Public Policy and Management with International Political Economics -
Birkbeck College, University of London
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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